SaaS Talks #32: Customer Success

Software buying is facing headwinds globally, making the Customer Success function more crucial than ever.

In this edition of #SaaSTalks, we engaged with Manan Shah, Recruiterflow, and Varun Sharma, Enterpret to draw insights from their experience of building high-quality customer success teams across three different orgs.

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00:00 - 00:56: Introduction

‍00:57 - 02:57: Customer Success function structure at Recruiterflow

‍02:58 - 04:17: Customer Success function structure at Enterpret

‍04:18 - 07:28: Enterpret's first customer success hire

‍07:29 - 10:55: Recruiterflow's first customer success hire

‍10:56 - 13:42: Difference in the Customer Success function in scaled companies v/s startups

‍13:43 - 18:48: Skill sets required in a CSM

‍18:49 - 22:33: Best archetype to find a CSM

‍22:34 - 27:21: How do you define KPIs for your CSM

‍27:22 - 31:38: Should CSMs be responsible for revenue? Should up-sell and cross-sell reside within the CS function?

‍31:39 - 37:57: Data integration for Customer Success Function

‍37:58 - 40:50: Flexibility to CSMs to nurture clients

‍40:51 - 44:12: Evolution of Customer Success function with tooling

‍44:13 - 49:02: Sales and Customer Success handoff

‍49:03 - 53:51: Structure of CS teams for a high-LTV product org