Customer Success Resources

From $0 to $1 Billion, Scaling Customer Success at Eloqua

Check out our customer success resources to understand how you can better manage, engage and drive value with your customers.

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From $0 to $1B: Building and Scaling a Customer Success Team 2 A little background: Why does the SaaS world care about customer success? Soware-as-a-service (SaaS) has changed much about the soware industry: the way customers access soware, the way it is purchased and the way soware companies get paid for it. The SaaS model has in fact permanently changed the relationship between soware vendors and their customers. Customers purchase soware licenses on a subscription basis rather than pay up front. Because SaaS revenues are tied to subscriptions, growth depends on customer retention and license renewals. Making customers successful by continuously delivering value is key to SaaS success. The subscription model demands that SaaS vendors focus on customer outcomes to ensure success and protect future revenue and growth. The more value a customer receives, the more successful they become and the more likely they are to renew their subscription. A bit about me I was one of the first employees at Eloqua, a marketing automation SaaS company, and was tasked with building a customer success division from the ground up. I remember the day my team was credited with helping the company reach a $1B market cap. It was a great experience—aer a lot of hard work and shiing the way the company viewed the role of customer success. I wanted to develop a template for organizational growth that was scalable and repeatable. I was also aware that customer success departments did not own a spot on management dashboards and were not accustomed to quantifying their outcomes nor touting their successes. These factors drove most of my decisions and shaped my approach to creating and scaling my customer success team. Regardless of the size of your company, this model provides practical guidelines for when to implement a customer success solution, hire your first customer success manager (CSM), and offers stage by stage tactics for scaling your customer success team. The Scalable Customer Success model is based on three pillars: 1. Create a culture of customer success 2. Build and scale your customer success organization (a repeatable process) 3. Garner executive support with a system of record

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