Accounts with a dedicated CSM have 20 points higher NDR. Did the CSMs cause it?

Measure impactHard

Problem. Slack assigns a dedicated customer success manager to accounts paying over $100,000 a year. Accounts with a dedicated CSM have net dollar retention about 20 points higher than accounts without one. Leadership is considering lowering the threshold to $50,000 and hiring more CSMs. Does the 20 points support that?

Before you reveal: say your answer out loud, as if you were in the real interview — get your reasoning across clearly first. There is no single correct answer: reading what the interviewer is really after and defending your own thinking is what makes an answer strong.

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