New to Customer Success? 5 things you can do today to get comfy

August 6, 2015 Jodi Schechter

New to Customer Success? 5 things you can do today to get comfy

Beginnings don’t have to be hard

We’re happy you’re here and that you’ve started to think about customer success. And you’re not alone. Customer success is a rather new industry so there aren’t a whole lot of practitioners out there; but the pioneers are a dedicated bunch whose daily interactions with their customers are having a profound impact on customer engagement and satisfaction—and the bottom line.

If your company’s revenue is dependent on the SaaS subscription model, you know how important it is to not only get customers, but to keep them and grow them. Now recognized as vital to outcome-dependent revenue, customer success departments are being established across all SaaS verticals and disciplines to protect and increase recurring revenue streams.


Here are 5 things you can do today to get better acquainted with #CustomerSuccess:
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1. Join the conversation

LinkedIn has several interest groups dedicated to customer success. These are the two largest but there are others, so don’t be shy.

The Customer Success Forum
Customer Success

2. Participate in the community

Customer Success Heroes hosts a (mostly) monthly meetup (mostly) in Toronto. These friendly, community get-togethers feature great guest speakers sharing expertise from scaling your organization to customer segmentation. If you’re in the neighborhood, it’ll be well worth your time. Go ahead, add your name to this meetup group.

If you’re in the Bay Area, the Customer Success Association hosts industry meetups so check their calendar for local events.

3. Follow leaders

Here are a few industry leaders you can follow for insights and info.
For starters:

Lincoln Murphy, a respected voice in SaaS growth strategies.
Paul Philp, cofounder and CEO of Amity, and customer success evangelist.
Paul Teshima, tech leader with a strong focus on sales and customer engagement.
David Skok knows how to build companies, especially SaaS companies.

4. Read

Customer Success, the Definitive Guide Lincoln Murphy, Sixteen Ventures
Manage Customer Success to Reduce Churn David Skok, VC, Matrix Partners
What is Customer Success Management? Kate Legget, Forrester analyst
The Four Types of Customer Success Organizations Tomasz Tunguz, VC, Redpoint

5. Check out the Customer Success Association (CSA)

The CSA is all about helping you retain and expand your customer relationships. It’s chock full of helpful resources, links and a calendar of events.

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