Best Practice Report

Drive Retention Through Effective Sales-To-Customer Success Account Transitions

Best Practices To Eliminate Friction And Deliver A Seamless Experience

 and  six contributors
Jan 02, 2025

Summary

A successful account transition from sales to customer success (CS) helps maintain continuity for the customer between the buyer’s journey and postsale customer lifecycle. It creates a customer experience that feels like a single, seamless interaction from the first point of contact to onboarding and beyond. When sales and CS align on a shared transition framework centered on the customer’s desired outcomes, companies increase the odds of their customers gaining value, staying loyal, and buying more. In this report, we provide sales and CS leaders with the core principles that underscore how to facilitate effective account transitions.

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