Hear Andrea Lightman, a strategic operations and client success leader with over 20 years of experience working with multiple small to mid-sized SaaS companies, explain her perspective on who owns the customer. In this episode we discuss:

1.) Who should own the customer?

2.) Whether the Customer Success function should report directly to the CEO or the Sales Leader.

3.) The best time of the customer journey for CSMs to engage the customer.

4.) Whether or not CSMs should have a revenue responsibility.

5.) Advice to CSMs who may worry about owning sales responsibilities.