We gathered 9 experts from around the world to offer us their best customer success tips for 2020. Check it out here.

1. 9 Customer
Success Tips For
SaaS Businesses
From Global Experts

2. To help you with your 2020 planning, we talked to 9 SaaS Customer Success
experts from around the world, across a variety of industries. The best of the
best, from North America, Latin America, Europe and Asia.
We wanted to hear their best piece of advice - what their #1 practice they
actually implemented that made the biggest impact on their work. How
they’ve been able to serve their customers, and thus their bottom lines, in the
past year.
By combining their answers, we've created a step by step SaaS Customer
Success roadmap you can customize to your specific operations in 2020.
Here we go...

3. Tip #1
Get direct feedback from your customers,
even when things are going well.

4. “Customer Success Managers
should not wait for customers to
open a ticket in order to contact
them. They should check
proactively if the customers are
still satisfied with the vendor’s
solutions.”
Doron Foa
Customer Success Director at Odix

5. Tip #2
Give customers access to your product team
to show them their feedback matters.

6. “The idea is to hear
customers’ needs, not
only in their pain, but
also from time to time.
They usually have great
ideas and points of view
that differ from ours.” Michal Perez
Customer Success Specialist at Camilyo

7. Tip #3
Discover surprising ways customers use
your products.

8. “When you build a product,
customers use it in their very own
ways, and sometimes in some
unexpected ways for us. So we’re
always trying to learn everything
the user experiences and pass it
to our customers during training,
onboarding, and all our
communications.”
Tim Mourtazov
Co-Founder & CEO of SmartMatchApp

9. Tip #4
Design customers’ activation period to drive
quick wins.

10. “One of the most
valuable lessons I’ve
learned as a Customer
Success Manager is that
there’s a sweet spot in
the customer journey -
the activation period, the
first 13 days after a user
purchases your product -
and this is exactly where
a customer success team
needs to focus.”
Shira Harash
Customer Success Manager at Opinion Stage

11. Tip #5
Optimize internal processes across
departments to make onboarding more
efficient for your customers and your
team.

12. “We put an emphasis on having our
customer success team work closely
with the UX team to ensure the best
possible user experience. As a result,
we managed to decrease the time
spent on customer onboarding.”
Julia Dobrovinska
Customer Success Manager at ScoutBee

13. Tip #6
Focus on customers’ core needs instead of
over-selling cross-feature adoption.

14. “Today, the time spent
investigating what the
client needs is greater,
and so I present more
effectively what is useful
for their company. At the
end, we have more
satisfied customers, who
stay with us longer, and
grow together with
Pipedrive.” Luiza Malovini Salomao
Customer Success Manager at Pipedrive

15. Tip #7
Get your customers practical, not just
theoretical product training.

16. “Make sure the learning you
provide is engaging. Theoretical
learning is important, but it’s
limited, and I believe it can stunt
comprehension.”
Lee Berkman
Enterprise Sales Executive at CloudShare

17. Tip #8
Automate SaaS customer success processes
to reduce backlog and resolution time.

18. “Customer success has
many different workflows
to focus on. You have to
answer new questions that
come in, answer phone
calls, keep track of current
bugs you’re working with
engineering fix, work with
sales for any support-
related actions, and make
time to respond back to
customers with further
details or actions.”
Jo-Anne Rodriguez
Head of Customer Success at Shippo

19. Tip #9
Increase retention and advocacy by
remembering that B2B is actually H2H.

20. “When I help a client implement the
Amplero platform and they see
thousands of their marketing
experiments running simultaneously,
their reactions are priceless.
Marketers are freed up to do the fun
work of marketing again.”
Lynn Batson
Senior Director at Amplero

21. As you can see, sometimes changing one thing – be it the onboarding
process, the feedback we get from our customers, or treating them as
human beings instead of business entities – makes a huge difference,
that is easy to build on.

22. Are you ready to enhance your Customer Success
efforts?
Check out the benefits SaaS businesses get when using
a customer success platform.
Schedule your Custify demo now!