The Perils of Allowing Customer Success Managers to Manage Renewals: Why Sales Should Take the Lead
We share our experience and observations into the vital importance of renewals in managing churn, discuss why companies often choose to assign CSMs to renewals, and dissect the true motivations behind this choice. Furthermore, we will investigate the risks and challenges associated with CSM-led renewals, emphasizing why sales teams should be at the forefront of all commercial interactions.