Why customer success managers should own renewals, expansions, and upsells

Because the CSMs “own” the customer relationships.

If I had to give an estimate I’d say that 90-95% of all interactions (hopefully) with your company happen between the customer and your CS team. 

If customers spend half the time with your support team, you don’t need to worry about who owns the commercial part because you have much bigger fish to fry. 

So…