How RevOps and CS Ops can work together

There’s nothing more debilitating to a company’s data hygiene – and any to revenue growth opportunities – than siloed revenue operations(RevOps) and customer success operations (CS Ops) teams. 

Sure, they sound like they’re two distinct branches of general business operations, floating about in the ether of your org chart; it can be so easy to view these roles in siloes, but when they’re synchronized, the potential is staggering. 

When both revenue and customer business functions collaborate, they’re able to break down silos, improve data quality, align on shared goals, and drive retention, expansion, and customer lifetime value. 

💡 TL;DR: Essentially, if you have RevOps and CS Ops functions that aren’t collaborating, you’re sitting on an untapped opportunity to transform customer relationships into long-term revenue engines.

Looking for the best way to get this off the ground? Start with regular touchpoints between your two operations teams – then reinforce them with shared KPIs, integrated tools, and one or two joint pilot projects to prove impact quickly.

Why the RevOps-CS Ops relationship matters

It’s 2025, and customer success isn’t just about keeping customers happy anymore. It’s a revenue engine in its own right. And the numbers prove it.

According to our sister community's State of Customer Success 2025 Report, 78.7% of CS pros believe CS is a key revenue driver, and nearly half (49%) fully own expansion revenue through upsells, cross-sells, and renewals. In other words, CS teams aren’t just influencing revenue, they’re actually closing it.

Retention and expansion now sit right alongside new logo acquisition in boardroom conversations. With 87.2% of CS professionals naming retention as a core responsibility, it’s no surprise that the smartest orgs are putting RevOps and CS Ops at the same table.

As Franca-Sofia Fehrenbach, Head of Customer Success at PlanRadar, put it at the Customer Success Summit London 2023:

“One of my main takeaways… is get your data straight, get your data quality up. You cannot work in a silo. You have to make sure everything is well integrated with your CRM and all the other systems you’re using.”

While CS Ops might be the architects of a great customer experience, RevOps brings the blueprint for scaling it. We’re talking clean data, the right tech, and processes that connect every single touchpoint. Together, this marriage of Ops turns “good customer service” into measurable business growth.

4 ways RevOps and CS Ops win together

1. Clean, connected data

If you want clean, accurate, and actionable customer data, your RevOps team is a key player. They help CSMs access insights like usage trends, sentiment scores, industry data, and internal champions, giving teams the clarity they need to drive retention and growth.

Then, CS Ops takes that squeaky clean data and runs with it – spotting churn risks, finding upsell opportunities, and pulling customer stories for advocacy. And since 65.6% of CS teams use product usage data to predict churn (State of Customer Churn 2023), having a RevOps partner to make that data clean and reliable is a game-changer.

2. Shared goals, shared success

Nothing kills alignment faster than tracking totally different KPIs. That’s why the strongest RevOps-CS Ops partnerships rally around metrics like:

• Net revenue retention (NRR) is tracked by 58.5% of CS teams (State of Customer Success 2025).
• Expansion revenue is tracked by 36.6% of teams (State of Customer Success 2025).
• Churn rate is tracked by 51.2% of teams (State of Customer Success 2025).

When those numbers live in a shared dashboard and come up in every business review, you stop working in parallel and start pulling in the same direction.

3. Seamless sales-to-CS handoffs

Sales closes the deal. CS delivers the value. That’s the story in a nutshell, right?

But without a clean handoff, things get messy… and pretty fast.

What should happen is for RevOps to design the process so that CS knows exactly which outcomes were promised during the sale. Then, CS Ops makes sure those outcomes get tracked, measured, and achieved. 

Now, this is especially critical given that 67.7% of CS teams handle onboarding and 76.8% focus on value realization, two areas that can make or break a customer’s first year (State of Customer Success 2025).

And when sales comp models reward adoption and retention? Everyone’s invested in long-term success.

4. Operational efficiency that scales

Scalable, iterable processes are the aim of the game when it comes to Ops. The long and short of it is that RevOps fine-tunes your systems and automations so the org’s machine runs smoothly. Over in the customer success camp, you’ve got CS Ops, who’re building scalable plays like digital onboarding programs, churn post-mortems, and proactive renewal cadences.

But scaling isn’t just about speed. In fact, speed can be the kryptonite of any Ops team. Instead, it’s about calculated sustainable progression that frees time for revenue-driving work. 

As Steve Cornwell, then founder and CEO of Northpass, noted in his 2023 Customer Success Summit New York keynote:

“Many of our customers say that 30% of their CSM time is spent on training… for a mid-sized company with 20 CSMs, you’re talking three-quarters of a million dollars spent on training alone.”

That’s why automation and scalable customer education programs aren’t just nice-to-haves, but are high-impact cost savers.

For example, 23.2% of CS teams are already investing in automated onboarding and training (State of Customer Success 2025), and those who do often see faster time-to-value and better adoption.

A simple framework for teaming up

Here’s how to get RevOps and CS Ops aligned without overcomplicating things:

1. Lock in joint KPIs: NRR, renewal forecast accuracy, time-to-value.
2. Create one source of truth – same dashboards, same data hygiene standards.
3. Start with a pilot: One joint project, prove impact, then scale.
4. Set regular touchpoints: Monthly journey reviews, quarterly revenue meetings.
5. Enable with tech: CRM, analytics, and automation tools that talk to each other.

The LinkedIn example

At LinkedIn, Account Directors (sales) and CSMs (CS) had competing priorities and no unified way to track customer health. This was revealed at Revenue Operations Summit by Sara Katzman, VP Customer Success Strategy & Operations at LinkedIn.

Their fix? A three-part health score:

• Product utilization: Are they logging in and using the key features?
• ROI: Are they getting measurable business value?
• Sentiment: How do they feel about the partnership?

According to Sara, they piloted it with a small group, then they refined it based on feedback, and completed it with a company-wide roll-out. The payoff?

• Shared understanding of account health.
• Better territory and account planning
• Leadership visibility into risks and opportunities.

The bottom line

When RevOps and CS Ops collaborate, you’re not just smoothing processes—you’re creating a connected revenue engine.

The result:

• Higher retention and lifetime value (and with 87% of CS pros focused on retention, this is the big win).
• Healthier margins.
• Scalable customer programs.
• A smoother journey from day one.

Start small. Pick one shared initiative. Prove the value. Then watch how quickly those “two distinct branches” start growing in the same direction, straight toward growth.