The RevOps vs. CS Ops Turf War: Who Actually Owns the Customer Success Tech Stack?
As software companies scale past the $20M ARR mark, a subtle, highly destructive organizational friction begins to take root. It rarely starts with a loud argument or a boardroom showdown. Instead, it starts quietly: a CSM creates a custom field in Gainsight without telling anyone; a RevOps analyst updates a Salesforce object layout, inadvertently […]