Why Customer Success is Vital to Managed Services

The webinar addresses key challenges faced by managed services providers, including poor post-sale engagement, unclear ownership of the customer lifecycle, and lack of visibility into success metrics. It highlights how failing to define roles like onboarding, renewals, and expansions can lead to churn and missed growth opportunities. The session introduces TSIA’s LAER (Land, Adopt, Expand, Renew) framework to clarify responsibilities, differentiate Customer Success Managers (CSMs) from Service Delivery Managers (SDMs), and track metrics like base revenue growth and retention—enabling scalable, customer-centric growth.

This webinar highlights the critical importance of customer success in the managed services domain. Many businesses invest heavily in winning managed services contracts but fall short in delivering consistent value post-sale. Without a defined customer success strategy, companies risk losing customers and failing to achieve long-term revenue growth. The session explores how implementing a dedicated customer success organization can resolve common operational questions such as: Who owns onboarding? Who ensures engagement throughout the customer lifecycle? Who leads renewals and expansions?