The Fragile Balance Between Sales and Customer Success in SaaS
In the world of software subscriptions, sales teams often seem like the heroes, bringing in the money that keeps the company going.
But, there's more to the story.
Customer Success teams play a vital role in making sure that money keeps coming in, and here's how they do it.
The Sales Challenge
Imagine salespeople as the first line of defense.
They're under a lot of pressure to bring in new customers and close deals.
Sometimes, this pressure leads them to do whatever it takes to get a contract signed.
They might make big promises about what the product can do or say things that aren't quite true.
It can feel like a bit of a free-for-all.
Why Customer Success Matters
This is where Customer Success teams step in.
They take over after a deal is done. Their job is to make sure customers are happy, help them learn how to use the product, and make sure they stick around for a long time.
But, they also have to deal with the fallout from any promises that sales made that can't be kept.