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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. 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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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. These metrics are your report card.

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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: What is RevOps Responsible For in a B2B Company?

SaaStr

Managing revenue operations (RevOps) in a SaaS company is all about aligning sales, marketing, and customer success to drive growth efficiently. Here are some best practices that I’d recommend: Centralize Data and Metrics RevOps thrives on data. Align Sales, Marketing, and Customer Success These teams need to work as one unit.

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Should Customer Marketing Align with Customer Success?

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.

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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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The 30-Day Test: How to Know if Your VP of Sales Will Succeed

SaaStr

A related post here: The 1 Simple Test to Know if You’ve Actually Hired a Real VP of Product or Customer Success … Or Not (note: an updated SaaStr Classic post) The post The 30-Day Test: How to Know if Your VP of Sales Will Succeed appeared first on SaaStr.