No matter what challenges CS is facing, it all starts here.
I know, defining roles and responsibilities isn’t the sexiest part of CS.
But I’ve worked with 100s of SaaS leaders.
And when we dig into their problems and ask why enough times….
We always end up in the same place.
⚠️ Who does what?
Until you have this, nothing else matters.
✖️ Success metrics don’t matter.
✖️ Incentives don’t matter.
✖️ Handoffs don’t matter.
You can’t build a culture of accountability without it.
Here are the most important answers you need:
✅ Who owns the success of the customer?
✅ Who identifies expansion opportunities?
✅ Who is responsible for closing these opportunities?
✅ Who handles upsell vs. cross-sell?
✅ Who manages Enterprise renewals vs. SMB?
✅ Who introduces CS and when?
✅ What role does CS play in onboarding?
✅ Who manages the transfer of information and relationships from sales to onboarding to CS?
It doesn’t matter WHAT your answers are.
Just that everyone has the SAME answers.
That includes Sales, Marketing, Product, Onboarding, Customer Success, Support, Finance…everyone.
This pic is a screenshot of a template I use with leaders of growing companies to get clarity and alignment across teams.
We use it to diagnose a ton of problems.
Complete it with a cross-functional team.
You’ll be amazed at what you learn.
And how many problems go away.
