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Dear SaaStr: How Should Founders Build Their First Customer Success Team?

SaaStr

Dear SaaStr: How Should Founders Build Their First Customer Success Team? Building a Customer Success (CS) team early is critical for SaaS startups. Here’s how early-stage founders should approach it: Hire Early, Even Before It Feels Necessary Don’t wait until churn becomes a problem. But expansion can wait.

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Dear SaaStr: What Should I Know As a First-Time Customer Success Manager?

SaaStr

Dear SaaStr: What Should I Know As a First-Time Customer Success Manager? Customers will look to you as the expert, and your ability to guide them will directly impact their satisfaction and retention. Focus on Metrics : Customer Success is all about the numbers. Learn it better than anyone else.

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Dear SaaStr: What Is the Playbook for a Successful Customer Success Team?

SaaStr

Dear SaaStr: What Is the Playbook for a Successful Customer Success Team? A good playbook for customer success is all about driving retention, expansion, and customer happiness while making it scalable: Hire Truly Product-Savvy Customer Success Managers at First Focus on hiring people who customer-focused product nerds to start.

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Dear SaaStr: We Have More Than 20% Churn Our First Month. What Should We Do?

SaaStr

Dear SaaStr: We Have More Than 20% Churn Our First Month. And even where you don’t see 20% churn the first month with SMBs, it often lurks, because most B2B apps in SaaS don’t even get 80% of their SMBs activation the first month. Make sure every customer is fully set up and using the product ASAP. What Should We Do?

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The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Develop an effective customer health scoring model to mitigate churn and identify opportunities across your customer base.

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Dear SaaStr: What “Quotas” Should My VP of Customer Success and VP of Product Have?

SaaStr

Dear SaaStr: What “Quotas” Should My VP of Customer Success and VP of Product Have? For a VP of Customer Success (VPCS), their “quota” or ownership should revolve around two key metrics: Net Revenue Retention (NRR) and Gross Retention Rate (GRR). Without them, youre flying blind.

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In The Age of AI, Onboarding and Time-to-Value Should Be The #1 Goal for Customer Success

SaaStr

So we’ve been proponents of customer success at SaaStr since the earliest days, since our first SaaStr posts in 2012. Customer Success has in many cases turned into a weaponized arm of sales, and has stopped being the champion of the customer. And it will make things better.

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The Customer Success Onboarding Playbook

A successful customer onboarding process improves efficiency, increases capacity and decreases churn. This playbook features tips from industry leaders and outlines all the steps needed to create a best-in-class onboarding experience.

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Why Product Led Growth is a Customer Success Responsibility

As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.