Org Charts Don't Protect Revenue. Operating Models Do.
On February 12, 2026, Highspot and Seismic announced a definitive agreement to merge. After closing, the combined company will operate under the Seismic brand, led by Rob Tarkoff, with Robert Wahbe joining the board and Permira remaining the controlling shareholder.
This is not a “two vendors became one” story. It’s a signal that enablement is moving from a content library into the operating layer that controls how revenue teams execute.
When companies consolidate these functions, it’s usually for one reason: they’re done with renewal surprises that show up 30 days too late.
But there’s a catch. Most CS teams still treat enablement as “sales stuff.” That’s the wrong frame, and platform consolidations like this one will force it to change.
The Problem Is Already at Your Renewal Desk
Your Sales team demos Feature X in the discovery call.
Your CS team onboards the customer to Feature Y.
Your support docs reference Feature Z.
All three teams think they’re aligned because they’re using “the same platform.” The customer renews at 60% of ARR because none of it matched what they actually needed.
When your CFO, CSM, and support lead have three different renewal dates for the same account, you’ve already lost control of the deal.
Misalignment doesn’t show up in churn dashboards first. It shows up as discount requests.
If CS isn’t at the table when these systems get designed, you inherit a setup built only for pipeline, not retention.
What Breaks First During Platform Consolidations
Handoffs break
Discovery notes don’t transfer.
Context dies between CRM, enablement platform, and CS tools. CSMs start every kickoff call asking questions that Sales already answered.
Definitions diverge
“Onboarded” means different things to Sales, CS, and Support.
“Adoption” has three definitions.
“Success criteria” lives in four places with four different answers.
Metrics become theater
Sales tracks pipeline.
CS tracks health scores.
Enablement tracks content views.
Nobody can connect a playbook to a renewal outcome. So the budget gets cut when the CFO asks for proof.
Tool Consolidation Survival Guide for CS (30/60/90)
If your org is consolidating enablement platforms or any post-sale tools, here’s how to protect CS from inheriting a broken system.
Next 30 Days
Inventory all CS-facing assets and plays
Every onboarding deck, QBR template, renewal playbook, and adoption guide. If it lives in Slack, Drive, Notion, or someone’s head, write it down.
Pick one motion as the pilot
Start with onboarding. It’s the fastest place to see the gap between what Sales promises and what CS delivers.
Define 3 metrics you will report
Time-to-first-value, onboarding completion rate, and adoption of one core workflow. Keep it boring, measurable, repeatable.
Next 60 Days
Standardize handoff inputs
Build a “Promise to Proof” doc.
Left column: what Sales promises. Right column: what CS must deliver. Every deal gets one. Flag mismatches before kickoff, not at renewal.
Build one “golden path” onboarding play
One sequence. One set of success criteria. One proof-of-value milestone.
Scale what works. Name what broke.
Remove dead assets
Archive anything with zero usage in the past 90 days. Most enablement libraries rot because nobody kills content.
Next 90 Days
Roll the play across segments
SMB, mid-market, enterprise: same framework, different intensity. The goal is consistency, not customization.
Train managers to coach the behavior
Your platform doesn’t create behavior. Your cadence does. Weekly 1:1s should include: “Did you run the play? What broke? What did the customer say?”
Publish one monthly Customer Truth rollup
Top 3 risks across the book. Top 3 wins. Top 3 gaps between promise and proof. One slide. Send it to Sales, Product, and your CCO.
5 Questions to Ask Your Enablement Vendor Right Now
If your organization uses Highspot, Seismic, or any platform facing consolidation, ask these questions before the merger closes:
How will you support both platforms during the transition?
Dual logins, data migration timelines, and feature parity matter. If CS is an afterthought in their answer, you’ll know immediately.
What changes in admin, permissions, and governance?
If Sales owns the system and CS is a guest, you’ve already lost influence over what gets built.
How will analytics roll up across roles, not just sellers?
If the reporting layer is built for pipeline metrics, CS outcomes become invisible. Ask for proof that post-sale behaviors are measurable.
What is the migration path, and what breaks first?
Integrations, APIs, and custom workflows break during mergers. Get the list now so you can build workarounds before renewals are at risk.
What is the plan for customer support and success during integration? Vendor chaos becomes your chaos. If their support team is underwater, your team absorbs it.
This was a quick overview of the 30/60/90 plan to reduce noise.
The paid section below hands CS & Revenue leaders the full control plane: the routing triggers, the CS Enablement Control Plane Toolkit (Excel), and the operating cadence that turns “we think the renewal is fine” into “we know it is.”
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