A
A

ap_apac

Seasoned Sales (PS & SaaS)

Member
Member
Member
+2

The End of Customer Success? Lemkin says...

Hope the new year started well for you. I came across this take from Jason Lemkin which he did mention prior about CS function in Saastr.


Just few years ago there was much hype about the Cust Success function and I saw many people jumped into it. Now, when the cash is tight, this is the first function under scrutiny. If you had a younger Sister/Brother with some commercial skills thinking of moving into CS from BDR role, what would you suggest?

https://www.linkedin.com/posts/jasonmlemkin_so-i-think-2023-may-mark-the-end-of-customer-activity-7142627083720998912-_X0Y?utm_source=share

Customer Success function is

Attached poll
*Voting in this poll no longer yields commission.
🚀 Career Goals
😎 Sales Skills
💆‍♂ Mindset
18

21 comment

Sort by:
jefe
Arsonist
6
🍁
It's a great role for some people, but if you're truly committed to being an AE I don't think it's helpful.
poweredbycaffeine
WR Lieutenant
6
☕️
CS is not dying. End of it.
CuriousFox
WR Officer
2
🦊
Preach
BigShrimpin
Catalyst
5
Account executive
Our CS guy is the dam holding back all the nonsense I don't want to deal with (e.g. everything other than selling) and I will fight to the death for him.
That said my stint in full desk selling including renewals and upsells made it clear to me I am NOT cut out for CS.
Sunbunny31
Politicker
4
Sr Sales Executive 🐰
If you want to be in sales, CS is not the path. If you enjoy CS, then go that route.
Only short-sighted companies will consider ending it.
ap_apac
Member
0
Seasoned Sales (PS & SaaS)
Someone serious about sales just need to get into that mindset right?
Sunbunny31
Politicker
1
Sr Sales Executive 🐰
Get into the sales mindset? Yes. CS is a different role. Important, but not sales.
pirate
Big Shot
3
🦜☠️ Account Executive
Our CS function is completely useless IMHO. Too many regions to cover to bring any real value in. For career progression, if sibling is hungry and they will work for it then they will be fine anywhere
punishedlad
Tycoon
3
Business Development Team Lead
The customer success team at my employer is integral to the over 99% retention rate we have. It's absolutely essential and does not impede on our sales motion whatsoever. They are only involved with customers after contracts have been signed.
Pachacuti
Politicker
2
They call me Daddy, Sales Daddy
CS is CS. It’s not sales.
Phillip_J_Fry
Opinionated
2
Director of Revenue
Any ARR/MRR org is going to have CS for eternity, to prevent churn
wolfofmiami
Opinionated
1
🐺
I think it depends most companies still hire AMs if they have enough experience as an AE, but it’s not sales and the job kinda sucks
coletrain
Politicker
1
Account Executive
Customer Success is a rebranded Account Management IMO.
While critical for keeping/growing customers and handling negative stuff, it's not a hunter role and shouldn't be treated as such.
JavierCake
Fire Starter
1
Account Executive
It depends on the org they go into. Some companies value CS as a revenue generator and let them have a piece of the pie by holding them accountable for renewal and expansion targets (like Sales Lite).

But some other orgs use CS as just an onboarding function and someone to eat shit when the customer isn’t happy. So… yeah, you know what, stick to sales roles only lol.
ap_apac
Member
1
Seasoned Sales (PS & SaaS)
agree
Justatitle
Big Shot
1
Account Executive
He has some great takes and some awful ones. I don't think CS will end but they will be asked to do more.
Deluno
Fire Starter
1
Account Executive
I think customer success manager’s make sense only for large customer contracts
ap_apac
Member
0
Seasoned Sales (PS & SaaS)
yes massive accounts should need the CS person when as a individual person in the role (what's in it for them?) orgs aren't empowering to let them solve real problem, they are just body in front to take all shit , no? . Would you suggest this to someone early in career ? I haven't seen CS people growing to other roles.
Filth
Politicker
0
Live Filthy or Die Clean
It's a support/implementation role. Not an AE AM position.
Armageddon
Opinionated
0
Enterprise Account Executive
If they want to be an AE eventually, I’d stay in the BDR>AE track
0
Inbound Sales Representative
It’s cheaper to keep a customer than to get a new one. The company that shaves off CS in favor of sales is a dead company. Balancing both is how an org succeeds and grows.

Related posts

6

Customer Success?

Question
9
Helps or messes things up
44% Their the best
44% Meh
12% They are the worst next to marketing
50 people voted
5

Client brags about success, client doesn’t have the budget

Discussion
📈
🥎
😎
15
15

What does customer success DO?

Question
🏢
😎
17
Bravado is a community of trusted sales professionals endorsed by their customers.
Apple Store logo
Products
The War Room Jobs Salary Guide Tech Sales U
Company
About Us How It Works Blog Bug Bounty
Contact
Press Careers
© 2024 Bravado Inc. All rights reserved.
Privacy Policy Legal and Privacy Center Sales Jobs
If you are hired as a contract sales rep by a Bravado customer, we may ask you to prove access to the employee email account provided to you by that customer. This data will be shared with customers to track your sales productivity; customers can use this data to confirm you meet the minimum activity requirements to pay out your ramp stipend and commission.