Customer Success Related Topics 
SaaStr
NOVEMBER 19, 2024
This is where customer success comes in. Drata VP of Customer Success Management, Wen Yao, and VP of Customer Experience, Ashley Hyman, share how to scale customer success from 0 to 5,000 customers. They believe CS is a fundamental building block to the success of your organization.
SaaStr
JUNE 29, 2025
Dear SaaStr: How Should Founders Build Their First Customer Success Team? Building a Customer Success (CS) team early is critical for SaaS startups. Customer Success should be a single-digit hire—ideally, your first 5-10 employees should include at least one CS hire.
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SaaStr
JUNE 21, 2025
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.
SaaStr
JULY 9, 2025
Dear SaaStr: At $20,000 ACV, How Many Customers Should Each Customer Success Manager Have? At $20,000 ACV, the number of customers each Customer Success Manager (CSM) should handle depends on the stage of your company and how much ARR you want each CSM to manage.
Advertiser: Vanilla Forums
With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Customer Success teams actively track KPIs and metrics that directly align with customer marketing outcomes.
SaaStr
MAY 10, 2025
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.
SaaStr
MARCH 23, 2025
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.
Advertiser: Vanilla Forums
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.
Advertiser: Vanilla Forums
In Customer Success terms, an engaged customer is one that is immersed in your product. Ideally, they find value and success daily and help other customers to do the same. Gamification is a proven solution that can strengthen relationships and loyalty between your Customer Success team and customers.
Advertiser: Vanilla Forums
When they work together, the CMO and CCO can build better customer experience, satisfaction, and retention. Find out how collaboration can enhance the customer experience and drive business growth. Our eBook explains how, with topics like: Why should customer success and marketing leaders align? Download the ebook now!
Advertiser: Vanilla Forums
In conjunction with Gain Grow Retain, we sat down with some of the most influential Customer Success Leaders out there. Together, Vanilla etched out the State of Customer Success in 2022. Is your Customer Success team as prepared as they should be? What does it look like? How can you prepare?
Advertiser: ZoomInfo
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. Satisfaction won’t cut it. But where do you start? But where do you start?
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The SaaS business model, which runs on recurring revenue, needs Customer Success to survive. As such, people are looking for answers on how to nail their Customer Success initiatives. Whether you’re finding yourself asking “what is Customer Success?” How do you build a Customer Success strategy?
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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.
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
It is very common for your product operation team to feel overwhelmed with the amount of customer data that is available to them. With the massive volume of information coming from customers, coupled with the added information pouring in from the customer success team––the challenge can begin to feel insurmountable.
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