Customer Success is evolving fast, and with the pressure on CSMs to deliver expansion revenue and increase net revenue retention, are they now a pure sales role? In this article I look into the role and how they are compensated.

Two contrarian views to the default customer success strategy followed by most SaaS businesses.

Frank Slootman of Snowflake and Jason Lemkin of SaaStr challenge the CSM role.

The consumption gap develops as the amount of value your product could deliver outstrips the value your customers actually receive.

In this article you’ll see how your CSMs can work to minimise the gap as you release new products.