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The Secret To Customer Success in SaaS Startups


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Unsure of how to run Customer Support in your SaaS startup? Here's everything you need to know.

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The Secret To Customer Success in SaaS Startups

  1. 1. Brought to you by The Secret to Customer Success in Startups SaaS Customer Success Brought to you by Gerry Claps (@gclaps) VP Customer Success
  2. 2. What is Customer Success?1 “ensure your customers… continually and increasingly receive value from your product over the course of their lifetime as a customer.” — Lincoln Murphy
  3. 3. The ‘Goal’ of Customer Success2
  4. 4. The 3 Core Topics of Customer Success3 1. Onboarding 2. Support 3. Up-Sales/renewals Source: What Does “Customer Success” Mean For SaaS Startups? -
  5. 5. Onboarding Strategies4 1. Social login 2. Required tutorial 3. Clear path to completion 4. Generate early value for the user 5. Progressive profiling 6. Opportunity to upgrade 7. Automagical registration Source: Onboarding New Users Is Harder Than You Think - Intercom
  6. 6. Be Timely!5
  7. 7. Build Rapport6
  8. 8. Learn from Cancelations7 When a customer cancels a plan (and it’s guaranteed that some will), simply ask them why - you’ll be surprised with what you learn.
  9. 9. Example Customer Success ‘Stack’8 1. Intercom — live customer chat / analysis 2. Hangouts / Skype — voice and video calling 3. Notify — social media brand monitoring 4. Slack — team communication 5. Mailchimp — drip campaigns 6. Gmail — email client
  10. 10. Superpower your customers9 If all you do is this, you won’t fail.
  11. 11. Thank you for reading! Facebook Twitter LinkedIn If you found this useful, share it with your followers: Follow me on Twitter: @gclaps