How to reconcile the ‘trusted advisor’ image with revenue accountability.
Mike Carter
Founder
How to reconcile the ‘trusted advisor’ image with revenue accountability.
Mike Carter
Founder
Executives outside the CS team often see it as a “support function” that just helps customers use the product. Meanwhile, you’re acutely aware that your team influences renewals, expansions, and overall net revenue retention (NRR). You recognize that CS is, in fact, a revenue driver—but many colleagues or executives cling to the idea that “sales is sales, and CS is just there to keep customers happy.”
Executives outside the CS team often see it as a “support function” that just helps customers use the product. Meanwhile, you’re acutely aware that your team influences renewals, expansions, and overall net revenue retention (NRR). You recognize that CS is, in fact, a revenue driver—but many colleagues or executives cling to the idea that “sales is sales, and CS is just there to keep customers happy.”
Strategic сhallenges
The Core Shift: Recognize That CS Is Sales
Yes, you want to maintain a consultative stance—but the reality is that retaining and expanding customers ties directly to revenue. Viewing CS as a non-sales function can hide its actual commercial influence and starve it of resources and recognition. The key is balancing relationship advocacy with a clear revenue lens, rather than denying that CS holds an essential revenue role.
Strategic сhallenges
The Core Shift: Recognize That CS Is Sales
Yes, you want to maintain a consultative stance—but the reality is that retaining and expanding customers ties directly to revenue. Viewing CS as a non-sales function can hide its actual commercial influence and starve it of resources and recognition. The key is balancing relationship advocacy with a clear revenue lens, rather than denying that CS holds an essential revenue role.
User experience focus
Why It Matters
When leadership grasps that CS not only saves existing revenue but can spark upsells, they invest more readily. CSMs also gain clarity—knowing they can remain advocates while still identifying expansion opportunities, provided they do so transparently and ethically.
User experience focus
Why It Matters
When leadership grasps that CS not only saves existing revenue but can spark upsells, they invest more readily. CSMs also gain clarity—knowing they can remain advocates while still identifying expansion opportunities, provided they do so transparently and ethically.
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Latest projects
Customer Insights
Analytics
Effectively Communicating Customer Success Data—Winning Over Boards and Strategic Stakeholders
How to effectively make the case using data.
Customer Success
Avoiding the Conundrum that “You’re Going to Fix Churn”
Why pinning all churn problems on Customer Success alone sets everyone up to fail.
