insightsquared.com – For customer success, the only real metric that matters is churn. Churn is a real and serious threat to the survival of a SaaS business, and CSMs are the first line of defense in keeping customers happy and engaged. This means that many CSMs have a tendency to be protective of their customers. However, customer success is also closely tied to sales revenue in SaaS, according to Sherrod Patching, VP of Customer Success at Leadspace.
“Like many SaaS companies, we have a sales team that is very involved in all our accounts because we have a land and expand model,” Patching said. “Net MRR is vital for us.”
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