Field notes and playbooks on customer health, churn prevention, and expansion revenue, for the teams who own the number.
Onboarding is taking too long because nobody is accountable for the date. Across 76 live Customer Success Manager postings, not one mentions go-live. Here is why the date moves, the signals that arrive weeks before it does, and the five moves that recover one already running late.
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Every account prioritisation framework assumes your book is a normal size. Across 107 live customer success and account management postings, four say what that size is, and they range from 25 accounts to 200. A method built for 30 does not survive 200. Start by knowing which job you have.
Read moreThe standard line is that customer success owns the outcome and account management owns the revenue. Across 31 Account Manager and 76 CSM postings, expansion appears in both and so do renewals. What actually separates them is commercial authority, and one question settles the structure.
Read moreNot one customer success outsourcing firm publishes a rate. Two have pricing pages with no figures, one returns a 404. The in-house side is published by law. Here is what each kind of CS work costs, and which of it survives being handed over.
Read moreEvery 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.
Read moreWe 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 moreChurn-prevention plays, expansion tactics, and customer-health insights, straight to your inbox every Thursday.
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