The deal closes, Sales celebrates, and the customer is asked to explain their goals all over again. A handoff checklist can prevent missed steps, but it cannot fix conflicting incentives, unclear ownership, or promises CS never agreed to deliver. Here’s what Sales and Customer Success need to change before those problems reach the customer.
Should customer success report to the CCO or CRO in 2026? Why the org chart fight is the wrong question, and what really decides where the CS function belongs.
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