Who Should Own Renewals and Expansion in Customer Success?
- E26
- 37:36
- April 23rd 2020
Customer Success is close to the customer but does that mean it should own renewals, upsell and cross-sell?
In this episode, Jason Noble and Jason Whitehead examine the tension between trusted advisor status and direct revenue responsibility.
You’ll learn how different ownership models affect customer relationships, where accountability commonly becomes unclear and how SaaS leaders can align CS, Sales and Account Management around retention and expansion.
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Breakthrough SaaS Growth
Breakthrough SaaS Growth is about how SaaS companies keep customers, grow revenue and prove value in the AI era.
Hosted by Jason Noble in the UK and Jason Whitehead in the US, the show explores the commercial problems behind sustainable SaaS growth: retention, expansion, churn, customer value, Customer Success, GTM alignment and AI.
Some episodes are the two Jasons breaking down what they’re seeing in the market. Others feature SaaS founders, CEOs, CROs, Customer Success leaders and operators sharing what is actually working inside their businesses.
Expect practical conversations about why customers churn, how SaaS companies prove value, where expansion really starts and how AI is changing the way software is bought, used and valued.
No hype. No theory for theory’s sake.
Just practical thinking about how SaaS companies keep and grow customers.