How to Structure a Post-Sales Team that Drives Revenue

A strategic framework for aligning roles to unlock scalable post-sales growth

Most post-sales organisations aren’t underperforming because of talent, they’re underperforming because of design.

As SaaS companies scale, complexity creeps in, roles blur, ownership becomes unclear. Expansion opportunities are missed, renewals become reactive, and customer experience starts to fragment. The result? Revenue leakage in the very function meant to protect and grow it.

This guide is built for executives who know that structure is strategy. It challenges the idea that there’s a “perfect” org chart and instead gives you a practical framework to design a post-sales organisation around what actually matters: clear accountability, aligned incentives, and measurable revenue outcomes.

Whether you're evolving from generalists to specialists or trying to fix a structure that no longer delivers, this guide will help you make confident, context-driven decisions, and execute them effectively.

What you'll learn

• How to define clear roles and responsibilities across CSMs, AMs, and RMs

• When to specialise vs stay generalist based on your growth stage and business model

• The critical questions every leader should ask before changing their team structure

• How to design seamless handoffs that improve customer experience (not complicate it)

• How to align incentives and ownership to drive retention and expansion together

• How high-performing teams consistently achieve 120%+ net revenue retention

Download the full guide to start using the framework.