Customer Success Blog

September 2015

OK, who ruined my renewal?

Barry Devon
Sep. 15th, 2015

I had one of my regular conversations with a Customer Success Manager (CSM) recently. For the uninitiated, CSMs are the new breed of customer account manager tasked with increasing renewal rates and contract sizes at SaaS businesses.

She was responsible for 50+ accounts but had no Customer Success specific software to help her manage and analyze the customer data. As you can imagine, this made her work very challenging as the work involved building a 360-degree view of her accounts and understanding which of these accounts are ripe for an upsell or were at serious risk of churn.

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