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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. 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? Proactively help customers get the most out of your product. This means onboarding them effectively, ensuring they see ROI quickly, and guiding them toward success before they even ask for help. One always comes first these days.

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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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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. Heres why onboarding is so critical.

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The Customer Success Onboarding Playbook

Customer onboarding is a very crucial – yet sometimes overlooked – step in the customer journey. A successful customer onboarding process improves efficiency, increases capacity and decreases churn.

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8 SaaS Customer Onboarding Examples to Learn From

User Pilot

Can you imagine what the ideal SaaS customer onboarding process looks like? When done well, it can be the difference between a user becoming a loyal customer or churning after the first week. These will include: Userpilot Miro Slack Amplitude Mailchimp Airtable Loom Grammarly What is a SaaS onboarding process?

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The Rise of Vertical SaaS: Achieving 110% NRR from SMBs with Mangomint’s CEO

SaaStr

How to Make Onboarding Work for SMBs While in some cases, selling to SMBs is easier than Enterprise in many ways, one way in which it’s fundamentally harder is onboarding. The user just leaves if it’s too hard, and yet you can’t have a 4-second onboarding process with complex software. Most sales reps hate it.