Customer success management

This is the motion that keeps accounts, as distinct from diagnosing why they leave — for the churn analysis itself, see revenue:retention. The failure this discipline exists to prevent is finding out at renewal.

Segment coverage before hiring anyone

Coverage is a cost decision and it should be made explicitly rather than by whoever shouts.

• Named coverage for accounts where the revenue justifies a person and the relationship is genuinely complex. Fewer accounts per person than instinct suggests — a manager with sixty accounts is running a queue, not a relationship.
• Pooled coverage for the middle: a team owning a segment, working from signals rather than from a calendar.
• Programmatic coverage for the long tail: in-product guidance, lifecycle messaging, and self-service. This is not a lesser tier, it is the only one that scales, and it usually deserves more investment than it gets.