BizSugar.com › Customer Service › Customer Success Playbook: What to do When your Sponsor Leaves

Everyone in the Customer Success world knows that it’s bad news when the person who brought your product into the customer's company - your champion or sponsor - leaves the company. This is a HUGE red flag when it comes to customer retention.

That customer is now at risk of not renewing or churning out.

This is how Gainsight handles that - their exact playbook - and is a great insight into how they use their own product ("drink their own champagne") in their Customer Success organization.