Underneath them, they might have a customer success management team that’s very customer focused, and then a renewals team that’s responsible for actually getting the renewal. The customer success management team is all about adoption, and make sure customers are getting value. The renewal team is specifically focused on getting the renewal order.

The positive with this structure is that the CSM team is the customer’s friend and the renewal team is the sales rep. The customer still feels like the CSM is on their side, but there’s somebody that’s focused on getting the order that knows how to sell, and who is accountable for a quota. The two groups obviously have to work very tightly together. The Chief Customer Officer, at the end of the day, owns revenue totally from existing customers. And your Head of Sales ends up being totally focused on new business sales. That kind of focus is usually a good thing.

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