Too many companies treat retention like a CSM problem.
It’s not.
Product drives adoption
Support drives confidence
Leadership drives priorities
Great CSMs don’t own retention alone —
they champion it across the company.
Because retention isn’t a department.
It’s a culture.
And if everyone doesn’t own it… nobody does.
đź’¬ Your turn: How does your company make retention a shared responsibility?
I’ll go first 👋
At my company, I push for cross-functional visibility — bringing Product, Support, and Leadership into client wins and risks. That way, retention isn’t just a CSM talking point — it’s part of how every team measures success.
It’s not perfect, but it shifts the mindset: retention isn’t “owned” by CS, it’s driven by the whole company.
How do you break down silos and make retention everyone’s job?
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