At a super-high confidence level, this score predicted customer churn nine months in advance giving their customer success team enough time to change the paradigm and retain their customers. It also predicted potential problems, triggered notifications to the right people, and delivered playbooks of proven best practices in order to solve those pro

And due to the interconnectivity of both the CSM and renewal manager role, I recommend these two functions live under the same leader (head of customer success or chief customer officer).

This company uses a very different method than Salesforce to determine customer health (and it requires a sophisticated understanding of your product and what differentiates it and its features from competitors in the market), but it works all the same.

leading customers to success. (A lot more on this later in this book.)

Finally, I have seen CSMs manage the entire renewal process. In addition to their regular responsibilities (such as understanding and driving value, creating operational dependence, nurturing and finding advocates, etc.), they are also responsible for the renewal transaction with the customer. This means upselling, cross-selling, changes to SLAs, a

When you think about it, the functional name “customer success” is a little frustrating in itself because it insinuates that the people who work in customer success are solely focused on the customer, but customer success is there to help all departments better serve the customer along their journey. Sales comes in, sells, and moves on to another c

Chief Customer Officer, which gave insight into how customer-facing functions operated. This included areas such as support, training, renewals, and customer success.

Once you approach $100 million in ARR, I highly recommend creating a dedicated renewals team whose sole job is to manage contract renewals. At that point, you have enough revenue to justify role specialization. The number of uses will differ depending on whether

built an algorithm called EWS (early warning system) that factored in over 120 different inputs to calculate a customer health score.