Operating Model
Account Success operates on a proactive portfolio management model. Each CSM owns a book of accounts and is accountable for health trends, renewal outcomes, and expansion identification. The domain brings together CRM records, product usage, support tickets, billing events, and engagement signals so CSMs can prioritize actions without switching applications. Health scoring is computed continuously across all signals, not just survey responses.Responsibilities
- Monitor and improve account health scores across the assigned portfolio
- Execute timely renewals with appropriate risk mitigation and escalation
- Identify and qualify expansion and upsell opportunities for sales collaboration
- Prepare and deliver quarterly business reviews with executive stakeholders
- Coordinate onboarding for new accounts to accelerate time-to-value
- Document and track success plans aligned to customer business outcomes
- Escalate at-risk accounts with full context and recommended actions
Key Performance Indicators
- Net Revenue Retention rate across the portfolio
- Gross Renewal Rate and logo retention
- Average Health Score and percentage of accounts in “Good” health
- Time to first value for onboarded accounts
- Expansion pipeline generated and closed
- QBR completion rate and executive attendance
Non-Goals
- Account Success does not own new logo acquisition; that remains with Sales
- It does not manage product roadmap decisions or feature prioritization
- It does not handle first-line technical support; escalations are coordinated, not resolved directly
- It does not own billing collection or dunning processes