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Modern Customer Success
Live Q&A - February 11, 2020

building & Scaling renewal management

In this session, Salesloft's Director of Customer Success, Taylor Johnston went live with the Modern Customer Success Community to answer all questions about building and scaling renewal management.

Key Themes -

  • Who should manage renewals?

  • At what size and scale does it make sense to have dedicated renewal management?

  • Where could or should that role live organizationally?

Key Takeaways -

  • Put your customers first and be ready to evolve

  • Harmony, not a hand off: align your departments in language, metrics, and strategy

  • When hiring, look for these 5 competencies - coachability, relationship building internally, customer empathy, direct communication, and a sense of urgency

  • Most important things to track: customer engagement, opportunity management, data about why people left and why people renewed