In the past, I’ve shared some perspectives about whether Sales or Customer Success should own SaaS customer expansion and renewals, and the answer was a resounding, “It depends.”
“It depends” is one of my least favorite responses to a question. But in this case, it’s true. Ultimately both sales and customer success can be equally successful in owning revenue. It really comes down to picking an approach and executing it well.
If you are struggling to determine the right path forward, I created a quick reference guide that discusses considerations for each approach.
See the quick reference sheet.
Below are three models and instructions for successfully executing them. For more information, visit the reference sheet.
Here’s an overview of when each model works best. For a more detailed analysis, see the reference sheet.
The options for designing your sales & CS revenue ownership are pretty straightforward, but each approach is nuanced. I hope this guide is helpful, and I look forward to refining it over time. Feel free to let me know your thoughts and what I missed!