While gaining new customers is exciting, retaining them is where your SaaS will generate revenue. So, how does your company build the best renewal process? How do you gauge the sentiment of the customer for the renewal? And how should a CSM be compensated?
In this episode, our host Anika Zubair chats with Irit Eizips, Chief Customer Officer & CEO at CSM Practice about how to close a renewal with an upsell.
Irit Eizips is a world-renowned expert in customer retention and upsell strategies. She has been shaping Customer Success methodologies and has been nominated as a top Customer Success strategist and influencer, year after year since 2013.
In 2022, Irit was named as one of the Top 50 Customer Success Influencers and Top 25 Most Innovative Leaders in CX. Irit frequently produces thought leadership on her YouTube channel (CSM Practice) and is often featured as a speaker at conferences and Customer Success publications.
Earlier this year, CSM Practice surveyed 450 CS professionals to learn more about the renewal process and what type of activities that can really lead to better results. They found four common steps in the best renewal processes:
Product roadmap call
Quarterly business review
A 12-months success plan
Review the renewal contract with the customer
Another important thing is to get the timing right. A large percentage of today's customer success teams start 90 days before the renewal day. However, Irit has learned that being ahead of time helps.
Listen now to the full conversation with Irit and Anika to learn more about how to close a renewal with an upsell.
CEO
CSM Practice
Irit is a world-renowned expert in customer retention and upsell strategy, with over a decade of experience shaping modern Customer Success practice. Since 2014, she has served as Chief Customer Officer and CEO of CSM Practice, leading global engagements that help B2B companies reduce churn, drive expansion, and embed customer-centricity at scale. Earlier in her career, she was Head of Solutions Consulting at Gainsight. Regularly featured in industry publications and on stage at global CS events, Irit has been named a top strategist and influencer every year since 2013.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
