// Sales
CSM
Also known as Customer Success Manager
Customer Success Manager, post-sale owner of adoption, retention and (often) expansion.
In depth
CSM comp models vary widely: some are pure retention (GRR-based), some carry an expansion quota, some are hybrid with AEs. The role is the single most-debated in modern SaaS org design.
Related terms
NRR
Net Revenue Retention, % of recurring revenue retained from existing customers over 12 months, including expansion, minus churn and contraction.
GRR
Gross Revenue Retention, retention excluding any expansion revenue. Caps at 100%.
Expansion ARR
Incremental ARR from existing customers via upsell, cross-sell, seat expansion or usage growth.