February 6, 2026
Introduction Recent industry data reveals a critical structural evolution within the Customer Success (CS) and Retention sector: while Net Revenue Retention (NRR) benchmarks have finally stabilized in 2025 after a three-year decline, the internal ownership of this revenue is shifting decisively away from Sales. Organizations are increasingly transferring the responsibility for expansion and renewal revenue to dedicated Account Management (AM) teams, aiming to specialize their "farming" motions as "hunting" for new business becomes more difficult and costly. Interestingly, while Customer Succ