OnlyCFO’s Post

The CSM role gets highly scrutinized when increasing efficiency (and runway) become a priority. Before you nuke your CSM team for the sake of saving money, properly consider the long-term impact. Retention is what makes the SaaS business model work. See full post below

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Aditya Raghavendra

General Manager | COO | VC/PE-backed SaaS, FinTech, HealthTech

2mo

Interesting post... agree with the ROI logic and multi-year impact. Question is, what's a reasonable assumption of where GRR would be without the team... (we already know what GRR is with a team). Dealing with a counterfactual... CSM proponents would argue it would plummet, detractors might argue it wouldn't change that much...

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