The phrase "customer success isn't a cost center" has become a mantra in EdTech. But what makes CS teams true revenue drivers?
Weโve pulled our take on this topic from our upcoming guide book on working in EdTech.
๐ Retention: The Foundation of Revenue
In EdTech, where annual contracts and school-year cycles dominate, CS teams are the guardians of recurring revenue. They ensure schools and districts maximize their investment by:
- Providing implementation support during critical back-to-school periods
- Tracking usage patterns to identify at-risk accounts before renewal season
- Building relationships with key stakeholders who influence purchasing decisions
๐ Expansion: Beyond Basic Retention
Smart CS teams don't just maintain - they grow accounts through:
- Identifying opportunities for additional licenses or features based on usage data
- Supporting pilot programs that can expand to full-school or district-wide adoptions
- Facilitating cross-departmental adoption within educational institutions
๐ก Key Takeaway
In EdTech, where relationships and trust are paramount, CS teams aren't just supporting customers - they're driving sustainable growth through deep understanding of educational needs and outcomes.
๐ฏ Action Item
Review your CS team's metrics beyond traditional support KPIs. Are you tracking their impact on retention rates and expansion opportunities? Consider implementing quarterly business reviews to identify growth potential within your existing customer base.
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