Video · 2 min

Accounts, success, or sales team - Who’s best to own expansion?

AIBoomi (formerly SaaSBoomi) Free Advanced India

Accounts, success, or sales team - Who’s best to own expansion?

Two minutes on the exact ownership question, answered by Indian SaaS operators who have run it all three ways. Useful as the short opinionated take before you commit an org chart to it.

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The question it answers

  1. Who should own expansion: sales, customer success, or a dedicated team?

Read with it

  1. Kellogg's argument that churn has too many definitions to be trustworthy, and that private companies should measure NDR the way... Kellblog Essay · 10 min read plus slides Churn is Dead, Long Live Net Dollar Retention Dave Kellogg
  2. The Gainsight CEO on why CS should own an NDR number rather than just a churn number, including the idea of giving every CSM... Gainsight Article · 8 min read 8 Things I Learned from Dave Kellogg About Net Dollar Retention Nick Mehta
  3. Lays out the three real ways to organise a CS team (by segment, by lifecycle stage, by engagement model) and what each one... Gainsight Article · 16 min read Customer Success Team Structure: The Ultimate Guide Gainsight
  4. Concrete splits (70/30 or 80/20 base to variable) and the key design warning: pay on gross retention as well as NRR, or CSMs... CS RevSpeak Article · 13 min read The Ultimate Guide to Structuring a Compensation Plan for Quota-Carrying CS Teams Angeline Gavino
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