SaaStr’s Post

Just finished an interesting online Customer Success meetup. The topic was about Scaling Customer Success. Scaling from the perspective of how well the CS function is scaling in an organisation and also how your company’s product is scaling in the customer’s environment. I have seen the latter part happening in my current organisation. As a customer success professional, product adoption comes under your kitty and expansion of the product’s footprint in the customer’s environment is just an extension of it. The customer suddenly purchases more subscriptions from you and then you have to support that. But this expansion is not easy. There is a lot of preparation required at both your end, whose product the customer is using and at the customer’s end as well. For a technology software product to work well, there are multiple dependencies on hardware from multiple vendors and other things involved and the customer has to procure them. Then the aspect of training the required number of people about your product at the customer end. Talking from my personal experience, I have always taken up this discussion with the right customer stakeholders about how well trained their people are in our product. The challenge comes in when they raise support tickets and they are not well versed with what to ask or how to proceed. Infact, one of the objectives defined by one of my customers was to make their people self-sufficient in resolving the L1 and L2 level problems themselves. All in all we had an interesting discussion today though the attendance was thin. Thanks Balarka Hajra for hosting it. #customersuccess #onlinemeetup #saturdayevening

Milestone Unlocked: Thrilled to announce that CustomerCatalyst is going live in January 2025 with more than 30+ companies signed up for our waitlist 🎉 A testament to our plattforms capability and the trust of our (hopefully) soon-to-be customers. Whats next? For everyone that has signed up for the waitlist: 📞 I will personally contact each and every one of you to give an in-depth live demo in January 2025. 🚀 You’ll gain early access and have the power to provide feedback before anyone else. 💡 You will get advice on Customer Success best practices and strategies at no cost. 🎯 You will receive a demo tailored to your unique use case and needs. After being in the Customer Success space for 10+ years its should comes as no surprise that my customers are the most important to me. Therefore I have chosen to build the next generation of Customer Success Software in public. I want as much feedback as you can possibly give me, I believe the best SaaS platforms are built together with you - the customer. You who: Spend countless hours in our plattform each day. Who knows how it feels when a Customer suddenly goes dark. Who is managing a growing customer base with limited resources. Who is managing multiple platforms that don’t communicate seamlessly. Who is trying to demonstrate the ROI of Customer Success efforts to leadership. Who know show it feels to constantly be firefighting instead of focusing on proactive strategies. Your feedback is not inly important - it is necessary. Lets build the next generation Customer Success Platform together - I can't wait to start this journey with you 🎉 P.S. Its not to late to join our waitlist: https://lnkd.in/gUJZ5kSz --- ♻️ Repost this to your network to help others. And follow Fahim Waaler for more content like this

There are two types of Customer Success Managers. 1 - Those who do all the work by themselves. 2 - Those who hold customers accountable and get them to put in an equal amount of effort as well. If you are type 1 - you need to start rethinking your CS framework. Agree? Repost so that all of us learn to become Type 2. #CustomerSuccess #CSM #Accountable ------------------ ▶️ Want to see more content like this and also connect with other CS & SaaS enthusiasts? You should join Tidbits. We do short round-ups a few times a week to help you learn what it takes to be a top-notch customer success professional. Join 1181+ community members! 💥 [link in the comments section]

Customer Success Ops = Optimised Playbooks Customer Success Ops = Better Efficiency Customer Success Ops = More Revenue Customer Success Ops = More CSQLs Customer Success Ops = Rapid Growth Customer Success Ops = Valuable Insights Customer Success Ops = Reduced CSM Burnout Lesson learned: Customer Success Ops = SaaS Success 🚀 Think #CustomerSuccess Think #Ankitify | The CS Mentor

Spoiler alert: Customer success management Isn’t Just Tech Support Let’s create a scenario: You’ve just signed up for an awesome new SaaS platform. It promises to revolutionize the way your team works—more efficiency, less hassle. But a few weeks in, you’re not quite seeing the magic. It looks like a lot to navigate through and you're wondering if you’re even using half of the features. 🤔 Here comes the bride 😁 “The Customer Success Manager”🧑💻 We’re not just here to wave and smile when you log in after deployment. Our job is to ensure you don’t just own the software, but actually master its usage. Customer Success is about walking with you, helping you navigate any bumps, and keeping your experience smooth, efficient and successful! So get yourself a customer success manager today 😉. #Customersuccess #FridayPost

Customer Success is more than just a role—it’s about building trust, solving problems, and driving value. After 6 years in SaaS CS, I’ve gathered some key lessons that have shaped my approach, from leveraging data to fostering collaboration across teams. I’ve shared these insights in this new article. If you’re in CS or interested in the field, I’d love to hear your thoughts! https://lnkd.in/gkNV7QAQ #CustomerSuccess #SaaS #CustomerExperience #ClientRetention #DataDriven #Onboarding #TeamCollaboration #CSM #CustomerFirst

🚀 Client Success = Our Top Priority! We just wrapped up Phase 1 of a SaaS development project for our client, and the results are already making an impact! 💡 Here's what they had to say after their demo: “The demo went great, and everyone was really impressed with the application. Thank you for the great work!” This feedback is why we prioritize client satisfaction above all else. By focusing on collaboration, seamless communication, and delivering value, we ensure that every phase aligns with our client’s goals. As we dive into Phase 2, we’re more motivated than ever to exceed expectations and build solutions that truly make a difference.  😀

🚀 Kicking off the week focusing on strategy—the cornerstone of every successful Customer Success (CS) organization. Whether building renewable customer relationships or creating scalable processes, the strategy ensures that your efforts translate into measurable results. Recently, I worked with a SaaS startup to implement: • A renewals playbook that reduced churn by 18%. • Cross-functional alignment to streamline onboarding. • Scalable processes that empowered Customer Success Managers to focus on customer value. The result? A more efficient team and a customer base that’s set up for long-term success. 💡 If you’re struggling to scale your CS processes or need help aligning strategy with execution, let’s chat. I’m taking on a few more clients for 2025! #CustomerSuccess #ScalingSaaS #ProcessImprovement #BusinessStrategy #NRR #CustomerExperience 🌟

Today, I want to take a moment to thank my friend and colleague, Martine Niermans from Zendesk. Martine is not only an exceptional Customer Success leader but also has been a true friend on my journey. She’s someone I trust deeply—whether we’re discussing strategic decisions or tackling the challenges of scalingor even life in general. Her advice is always thoughtful, candid, and rooted in experience, which makes every conversation with her both insightful and so much fun. Recently, Martine recommended I read Revenue Architecture by Jacco van der Kooij (cover below), and she couldn’t have picked a better moment. With the rapid growth we’re experiencing, this book has been a valuable asset as we are currently laying the groundwork for our next phase. Here are some key takeaways from the first half that align perfectly with where we are today: 1. Aligning Revenue Strategy Across Teams: Jacco emphasizes the need for a cohesive revenue strategy that brings together Sales, Marketing, and Customer Success. At our current pace, this alignment isn’t just helpful; it’s essential to creating a unified, performance-oriented culture. It’s a timely reminder that when everyone is working toward the same vision, growth becomes a shared mission rather than a siloed effort. Even though it might seem as a no brainer in theory, focusing on the execution of this is time well spent. 2. Developing a Repeatable Sales Process: One of the book’s insights that really struck me is the emphasis on building a repeatable sales process. This structure is invaluable as we bring on new talent and broaden our market reach. With a solid process in place, we can scale without compromising on quality or consistency. Jacco’s perspective reinforces the importance of operational discipline for predictable and sustainable growth. 3. Customer-Centric Architecture: Perhaps the most resonant takeaway so far has been the focus on designing a customer-centered revenue architecture. Scaling isn’t just about adding numbers; it’s about enhancing the customer experience at every step. This approach will be critical as we grow, helping us preserve the trust and loyalty that have driven our success so far. Thank you, Martine, for always pointing me toward insights that help us move forward. Your support and guidance make a real difference in this journey, and I’m grateful to have you as a friend and peer. I look forward to continuing to apply these principles as we navigate this exciting phase of growth.

Being a Customer Success Manager is challenging 🎯. You receive hundreds of emails daily from your clients and need to manage multiple cases (🔥) simultaneously. Your days can quickly turn from sunny to a nightmare, and while you may be a hero for some clients and a villain for others, you learn to live with that. If you are a CSM or building a team, send me a DM! I would love to learn about best practices and the most effective ways to manage the workload to avoid becoming crazy in the process 🤪. ¡Let's connect and create the best CSM’s community 👇! Add a comment! #CustomerSuccess