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When everyone expects CS to own customer marketing on the side, both functions end up working harder with worse results. Here is a clear map of who owns what in post-sales, and where the overlap should be defined rather than improvised. Ask ten B2B SaaS leaders who owns customer references and you will get ten […]

Most CS leaders know the acronym. Fewer know exactly what moves the number. ARR, annual recurring revenue, is the figure that boards anchor board decks to, that investors use to size a business, and that finance teams return to whenever they’re trying to explain where growth came from, or didn’t. It is also the number […]

Every VP of CS has lived some version of this meeting. You walk in with a churn slide, the number looks fine, maybe even good compared to last quarter. Then someone on the board, usually the person who reads every appendix, asks a follow-up you didn’t prepare for. Is that logo churn or revenue churn? […]

Here is the uncomfortable reality: most B2B SaaS customers never reach full value realization. They adopt the product, use a handful of features, get by well enough to not cancel at renewal time, and then quietly start re-evaluating alternatives six months before the next contract. When they eventually churn, the exit surveys say things like […]

There’s a debate that keeps resurfacing in CS communities, in leadership offsites, and in board decks about why NDR is stuck below 110%. It goes like this: CSMs shouldn’t own expansion because they’ll damage the relationship. Let sales handle it. Sales is trained to close. It sounds reasonable. It also misses the actual problem. The […]

Most CS teams are good at reporting. They pull NPS scores, track monthly churn rate, log CSAT numbers after support calls, and present all of it to leadership in a neatly formatted QBR deck. And then a customer churns, and everyone is surprised. The problem is not the data. It is which data you are […]