Customer success is not sales

Customer Success (CS) is frequently linked with sales and often entails revenue targets. However, is this truly the most effective way to structure your CS department? Why should CS not be seen as a mere extension of sales? And how can you persuade senior leadership that CS should not be responsible for renewals and upsells?

In this episode, our host Anika Zubair chats with Brandon Ramsey, Head of Customer Success at OnsiteIQ about how to ensure that customer success truly stands on its own and is not overshadowed by sales. 

Brandon’s approach of prioritizing people over profit has allowed him to cultivate collaborative relationships with renowned brands such as Disney, Uber, the Golden State Warriors, the LA Clippers, and the Smithsonian. Through these partnerships, Brandon has successfully guided the implementation of SaaS solutions to optimize capital asset projects.

Brandon’s expertise lies in developing and executing innovative strategies to enhance user experience and streamline customer service processes. His leadership has not only elevated the customer success team at OnsiteIQ, but has also made substantial contributions to the company’s overall growth and industry reputation.

While CS is often intertwined with sales and sometimes even reports to them, Brandon and his team at OnsiteIQ have a distinct focus. They prioritize purpose over profit.

Brandon states, “If we let customer success be customer success and drive successful outcomes, the profit will naturally follow." By equipping Account Executives with all the necessary information, OnsiteIQ’s CS team ensures that sales opportunities are maximized. Their approach supports sales better than any other sub-sales organization can.

“However, it is crucial to acknowledge that the leadership team within your organization must first embrace this mindset when building the process," Brandon emphasizes.

Listen now to the full conversation with Brandon and Anika to learn more about how to make sure customer success is not sales.