Mauro Ronci

Learnings on Customer Success and Leadership


Building Bridges with the CFO

Conduct monthly meetings with your company’s revenue owner (typically the CFO).

Customer Success plays a crucial role in reducing churn and generating revenue (through upsells) for SaaS companies. This influence on key financial metrics can significantly impact the CFO’s role, both positively and negatively. To achieve great Company goals, the CS team should reciprocate by understanding the CFO’s perspective.

Here’s how to strengthen communication:

  • Overcommunicate Key Metrics: Regularly share churn/upsell rates and keep the CFO informed about retention/sales policies.
  • Align Goals: Don’t solely focus on CS objectives. Proactively inquire about the company’s most critical financial goals and explore ways to support the CFO in achieving them.

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