Why It’s Not “If” CSMs Should Own Renewals, It’s “When”
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In episode 2 of 2 with Rebecca Nerad (VP of Customer Success at E2Open), Rebecca explains why it’s not a question of if CSMs should own renewals, upsells, and cross-sells, but defining when they should. She argues that there are cases for both CS and Sales to own renewals, but regardless of who owns the revenue, it’s important to tie CS to the metric of net dollar retention.
Why It’s Not “If” CSMs Should Own Renewals, It’s “When”