Customer Growth & Renewal
Research Report
Owning Renewals
Insights from the 2023 Renewal Survey
Jack Johnson
Jack Johnson
VP, Customer Growth and Renewal Research
November 14, 2023

Who should own renewals is a persistent business challenge for today’s technology companies. The growth of technology subscriptions—XaaS, and the continued growth of attached customer success on top of traditional maintenance and support contracts has caused companies to re-evaluate the most efficient and effective manner to go to market for managing these revenue streams. Revenue streams are increasingly the lifeblood of these companies. Eight years ago, TSIA proposed an organizational response to this dynamic in Technology-as-a-Service Playbook: How to Grow a Profitable Subscription Business. This framework realized that the traditional sales account manager or account executive could not cost-effectively scale to attend to the increase in small-dollar renewable events. The newly created customer success organization was well-positioned to take up the slack for low-complexity upsells and renewals, direct ownership, or support the account executive and the renewals specialist to achieve revenue growth charters. This report is the result of a six-month-long research study.
Your insights, just clicks away!
Sign-up and unlock a world of knowledge.
By signing in, you agree to the Online User Agreement and Privacy Policy , including Cookie Use.
Don't have an account?