Field notes and playbooks on customer health, churn prevention, and expansion revenue, for the teams who own the number.
Every Director of Customer Success posting live this week names expansion as a team outcome. Not one names a quota. Here is what the job actually owns, what it does not, how it differs from a manager, and what the live pay ranges say.
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We pulled every live Technical Account Manager posting from 36 job boards, plus every CSM, Solutions Architect and Sales Engineer posting the same day. 77% of TAM roles want hands-on technical skill. Zero of 76 CSM roles do. Here is the role, real posted pay, and when you need both.
Read moreTwo customers on the same plan describe your company differently, and nobody is doing anything wrong. The failure is variance that tracks the CSM rather than the account. Five measurements you can run on your own CRM this week, each producing a number instead of an impression.
Read moreUsage looks healthy, the renewal is months out, and the account is at risk anyway, because the only person who could defend the purchase internally has gone. A 14-day plan to replace the three responsibilities that left with them, plus the honest arithmetic on why Day 0 is never the day they left.
Read moreOne platform limits its bulk API to 10 calls an hour. The same page says a single call returns up to a million records. Two numbers, and on their own each tells you something false. Eight tests to run on a CS platform API before you sign, with quoted documentation from three named vendors.
Read moreA team moves activation from 42% to 51% against a 64% target. That is either 41% progress or 80% progress, and both are defensible. Eight quarterly CS OKR examples with owners, baselines and guardrails, and the measurement rules that decide whether any of it is real.
Read moreOne major platform captures health scores weekly and monthly, not on every change. Six contract terms that decide what customer intelligence you can take with you, what the AI may do with your conversations, and what quietly runs up the bill. With the clause text, quoted.
Read moreMost RFP templates help you ask vendors what their platform supports. This one helps you check the answers. 44 requirements, and for the 17 that decide whether a purchase works, a test the vendor has to pass in your environment. Editable Word document.
Read moreBoth platforms are agentic now, so the traditional versus AI-native question no longer settles this one. What separates them is whether you want agents somebody else designed and packaged, or a builder your own team encodes its processes into.
Read moreChurn-prevention plays, expansion tactics, and customer-health insights, straight to your inbox every Thursday.
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