The Secret To Customer Success in SaaS Startups

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The document discusses the key aspects of customer success for startups. It defines customer success as ensuring customers continually receive value from a product over time. The core topics of customer success are onboarding, support, and helping customers upgrade or renew. The document provides tips for onboarding users effectively and building rapport with customers. It also stresses the importance of learning from customer cancelations and using tools like Intercom, Hangouts, and Mailchimp to power customer success efforts.

Brought to you by
The Secret to Customer Success in Startups
SaaS Customer Success
Brought to you by Gerry Claps (@gclaps)
VP Customer Success

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

The 3 Core Topics of Customer Success3
1. Onboarding
2. Support
3. Up-Sales/renewals
Source: What Does “Customer Success” Mean For SaaS Startups?
- Trak.io

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

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.

Superpower your customers9
If all you do is this, you won’t fail.

Thank you for reading!
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If you found this useful, share it with your followers:
Follow me on Twitter: @gclaps

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The Secret To Customer Success in SaaS Startups

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. 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. The ‘Goal’ of Customer Success2

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? - Trak.io

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. Be Timely!5

7. Build Rapport6

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. 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. Superpower your customers9 If all you do is this, you won’t fail.

11. Thank you for reading! Facebook Twitter LinkedIn If you found this useful, share it with your followers: Follow me on Twitter: @gclaps

The Secret To Customer Success in SaaS Startups

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