{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"GTM Uncensored™","title":"CS Hit Every Metric and Growth Still Flopped","html":"","width":"100%","height":180,"duration":2696,"description":"Your CS team can hit every metric on the dashboard and still miss the growth number.\n\nMaranda Dziekonski is Chief Customer Officer at Fexa, with 27 years in customer success and operations and a decade in HR. She joins Adam Jay and Dale Zwizinski to diagnose a CS team that did everything right on paper.\n\nFrom there, the three of them argue about what it takes to make CS a revenue function, and who pays when it isn’t.\nWe discuss:\nWhy a CS team can hit every internal metric and still miss a 20% NRR target\nRunning a white space reading before you commit to an expansion number\nHow NRR can hide a gross retention problem\nSupporting the long tail without losing future champions\nThe 50/50 comp split that ties CSMs to gross and net retention\n(00:00) Why CS gets cut first\n(00:33) The 20% NRR scenario\n(02:31) Starting with a white space reading\n(05:30) Expansion, churn, and the leaky bucket\n(07:27) What to screen for in CS hires\n(10:16) Who owns the value statement\n(12:32) Bringing the CSM in before close\n(17:09) Total cost of ownership and the long tail\n(20:04) The Zendesk story and the champion effect\n(27:21) Monday Morning Move and the handoff gap\n(31:26) Layoffs and AI in customer success\n(37:50) CSM commission and the comp split that works\n\nWe are proudly supported by Nooks, one unified workspace for outbound!\nLearn more about Nooks today at https://www.nooks.ai/gtmuncensored","thumbnail_url":"https://img.transistorcdn.com/JEoXHJ_ycpDfwd4giLjglLnOZEaYAtNGyEzBLmNNBAo/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS84MjJi/ZWI2NTJjYTU0YjA4/NDJjYzA0MThiMzdl/NWU3Ny5qcGVn.webp","thumbnail_width":300,"thumbnail_height":300}