The "Seamless Handoff" Crisis: Killing the "Accidental Salesperson" to Secure NRR 

Record sales numbers are meaningless if you are hemorrhaging clients. This "leaky bucket" dynamic proves that reactive Customer Success (CS) is an existential threat to Net Revenue Retention (NRR). 

SBI’s Ray Makela and Growth Molecules’ Emilia D’Anzica cut through the AI hype to expose the "accidental salesperson" trap. They argue that expecting CS to drive renewals without "safe space" training is a dereliction of duty that forces teams to practice on customers. 

The duo mandates a shift from Sales Kickoffs (SKO) to Revenue Kickoffs (RKO), detailing why the "seamless handoff" is a myth and how to replace passive learning with high-emotional-intelligence (EQ) execution. 

Key Takeaways:

• The "Accidental" salesperson: Why expecting CS to drive revenue without "safe space" training creates a culture of fear and churn.
• Stop practicing on clients: The absurdity of passive learning and why role-playing with a cat is a symptom of broken enablement.
• The "Seamless Handoff" myth: How the friction between Sales and CS creates immediate distrust and forces customers to repeat themselves.
• Kill the SKO: Why the shift to an RKO is non-negotiable for unifying the commercial engine.
• Emotional intelligence is always better than artificial: Why you cannot "copy and paste" a customer journey from artificial intelligence (AI) tools, and the necessity of human emotion.
  

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