The CSM Organizational Paradox

In today's SaaS environment, the placement of Customer Success Management (CSM) within an organization is crucial for customer retention and relationship perception. Reporting to a Chief Revenue Officer focuses on revenue outcomes, while reporting to a Ch

Organization Reporting for CSM has a bearing on the mission and overall outcome to customers.

In today's SaaS landscape, customer retention often eclipses acquisition in importance. Therefore, the organizational placement of Customer Success Management (CSM) is more than a mere reporting line on an org chart. It signifies a strategic declaration of how a…