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abc_myfriend

VP of Sales

Customer Success - Does it live with Sales or Delivery?

Wondering what you all think. I have my opinion, but wont skew the results right yet. Does customer success, and the growth of an account live under the sales org, or client delivery?

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beerisforclosers
Politicker
1
Account Manager
We have a customer success team as part of the delivery team, but I would still say it ends up living with sales. They always come back to me because I was the original voice and made the original promise.

And if I don't follow up and ensure they're getting what they need from our customer success team and getting the most out of the product, I'm the one who can't sell more to them or even get a renewal. So sales. Final answer :) 
abc_myfriend
1
VP of Sales
True.  I agree.  Living in delivery doesn't breed the best environment for growth in most cases.   More of the "checking -in" conversations, as opposed to how can we add more value to your org by selling you something else.
Selichimorpha
Celebrated Contributor
1
Growth Executive
Depends on the organization - for us CS involves renewal, upsell, and anything else for the client. Once they're onboarded, the client acquisition team has nothing to do with the account anymore. 

My role was specifically designed for upsell, all I do is reach out to clients in my Rep's portfolios and sell. 

That being said, I can't speak to any other organization besides mine
Soiboi
Politicker
1
Account Executive, EIAS/Compliance
Sales for us, we have a CSM team but also CS is on our reps too 

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