Closing Time Podcast: Revenue, Renewals, and the Evolving Role of Customer Success

Do your customer success managers assist customers? Yes. But do they also handle renewals? Upsells? Expansion? Cross-sell? If it feels like every company writes its own script for this role, you are correct.

In this week’s episode of Closing Time, host Geoff Coutts welcomes Kristi Faltorusso, Chief Customer Officer at ClientSuccess, to chat through the evolving role of customer success. Kristi shares her experience in leading customer success teams with a wide range of revenue responsibilities. She talks through the differing skill sets needed and what factors weigh in on the differing structures of CS teams.

00:00 Introduction

01:03 What is ClientSuccess?

02:14 Adapting to marketing conditions

03:34 Who owns revenue?

05:10 Determining your CS structure

07:22 Who should manage renewals?

08:52 Dedicated renewals manager

11:17 CSM's role in renewals & expansion

11:56 Balancing CSM & AE roles

13:54 The roles of CS leadership