Turning Around a Flailing CS Department

Quick and shameless plug! But I will be joining the talented Asia Corbett and Crissy Saunders on April 7th at 11 AM PST for the 50th episode of MadKudu’s Marketing Ops Confession. Sign up here if you’d like to see me completely embarrass myself alongside these two savants!

So let's talk about the C word. C-H-U-R-N.

I’ve been working with a Sales VP who was recently tasked with taking over growing the customer base. Up until then, the Customer Success leader was responsible for everything post sale. Churn started to exceed their benchmark. New sales barely started to keep pace with the churn. Overall growth decelerated and started trending to flat year on year growth. The CEO tasked the sales leader to dive deep into the problem.

That’s when he brought me in to help.

This post is all about what we did and how we ended up rebuilding the CS department. Hopefully it will be helpful for you too.