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CS Fragmentation: Why You’re Losing Customers Without Realizing It
Let me ask you a question.
If churn is climbing…
If adoption is unpredictable…
If escalations feel personal instead of operational…
Are you sure the problem is your customers?
Because in most high-growth SaaS organizations, churn doesn’t start with the customer.
It starts with fragmentation inside the Care & Success organization.
In this first episode of Rethinking Customer Success in High-Growth SaaS, I break down the real cost of internal misalignment, how it impacts Net Retention, slows expansion, and burns out your teams and why fixing churn starts with fixing your operating system, not adding more CSMs.
🎧 Listen to Episode 1: The Hidden Cost of CS Fragmentation
View all episodes
By Nandi DossouLet me ask you a question.
If churn is climbing…
If adoption is unpredictable…
If escalations feel personal instead of operational…
Are you sure the problem is your customers?
Because in most high-growth SaaS organizations, churn doesn’t start with the customer.
It starts with fragmentation inside the Care & Success organization.
In this first episode of Rethinking Customer Success in High-Growth SaaS, I break down the real cost of internal misalignment, how it impacts Net Retention, slows expansion, and burns out your teams and why fixing churn starts with fixing your operating system, not adding more CSMs.
🎧 Listen to Episode 1: The Hidden Cost of CS Fragmentation