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  "description": "How to build a \"one-team\" culture where sales and success share the load, the data, and the wins.",
  "path": "/the-tug-of-war-between-sales-and-cs/",
  "publishedAt": "2026-05-28T17:01:00.000Z",
  "site": "https://www.customersuccesscollective.com",
  "textContent": "The contract is signed. Sales are celebrating. And somewhere in your inbox is a new account with no context, no notes, and a go-live date in six weeks.\n\nThat gap isn't just frustrating. It's expensive. Fragmented handoffs erode customer trust from day one, and a customer who feels ignored in their first 90 days is a churn risk before you've had a chance to prove your value. Your NRR pays the price.\n\nJoin Steve Frost, Head of Industry & Executive Advisory, Customer Success at Certinia, as he shows both teams how to pull in the same direction. You'll leave knowing how to align sales, services, and success into a single unit where the customer never feels a handoff, only a continuous path to value.\n\nNo more \"us\" vs. \"them.\n\n### What we're covering:\n\n  * **The true cost of friction:** How fragmented data between sales and CS actively erodes your NRR and compromises customer trust.\n  * **Mastering the invisible pass:** How to move data so fluidly that the customer never feels like they are being bounced around.\n  * **Pre-empting the friction:** Practical strategies for bringing success into the fold before the deal closes to guarantee a high-confidence start.\n\n\n\n### In this session, you will learn how to:\n\n  * Carry every customer promise from Sales into Success, without losing anything\n  * Give every team a single account record they actually trust\n  * Move account context into your Success tools without manual entry\n  * Spot stalled onboardings before they turn into churn\n  * Walk into every CSM conversation knowing what the customer wants to expand into\n\n\n\n### Your speaker\n\n**Steve Frost, Head of Industry & Executive Advisory, Customer Success, Certinia**\n\nAs a strategic consultant and advisor, Steve leverages his 25+ years of experience in the technology industry to help clients achieve revenue growth and retention. He has a proven track record of delivering results for major FinTech companies, SaaS providers, and hybrid multi-cloud infrastructure providers.",
  "title": "The ultimate team sport: Ending the tug-of-war between sales and success",
  "updatedAt": "2026-05-28T17:03:14.724Z"
}