The CS Superhero must die. Sorry, Not Sorry.

Allyson White from Insight Venture Partners made it clear that VCs are looking for CS teams to focus on the following key metrics: outcomes, leading indicators (such as adoption data), and efficiency.

You can assign a number of goals for the CSM team to complete such as success plans or executive business reviews and never achieve the results that you are looking for.

At the end of the day, that small improvement in retention can have a monumental impact in your company’s valuation.