Customer Success has become 'sales in disguise' and it's failing buyers

Customer Success has become 'sales in disguise' and it's failing buyers

6h ago
SaaStr SaaS HoarderSH Gtm_strategy New

The Gist

  • SaaStr documents 4 recent CS horror stories including 10x price hikes with no warning
  • CS now reports to Sales at 72% of SaaS companies, turning success into retention/extraction
  • Silent attrition is rampant: $60k/year vendor lost without a single check-in on usage drop

RevBots.ai View:

The SaaS Hoarder stage's tool sprawl creates CS teams too busy managing systems to actually serve customers.

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