Jay Nathan discusses how CS is the key to winning in SaaS

Heather Wendt
Heather Wendt HLAdmin, Member Posts: 286 Gain Grow Retain Staff
5 Likes First Anniversary 5 Insightfuls Photogenic

This week, Gain Grow Retains own Jay Nathan brings us a conversation about how Customer Success is a vital component of building customer advocates. In this post he discusses 4 major categories where a focus on CS can free the CSMs to rise above mediocre customer experience created by mudding the waters with a catch-all approach:

  • Mindset - shift to a CS-centric organization
  • Strategy - clarify boundaries and roles
  • Metrics - use in company scorecard as success metrics
  • Execution - ensure other teams are delivering on issues well

After reading the post, take a moment to reflect on and respond to the following:

  1. What are some practical ideas for initiating change at your org in any of the four mentioned areas to help allow CS to focus on driving growth in SaaS effectively?
  2. What are some ways that those in CS can actively create advocates of your customers?

When CS is allowed to focus on true customer success, everyone wins!


Leave a Comment

Rich Text Editor. To edit a paragraph's style, hit tab to get to the paragraph menu. From there you will be able to pick one style. Nothing defaults to paragraph. An inline formatting menu will show up when you select text. Hit tab to get into that menu. Some elements, such as rich link embeds, images, loading indicators, and error messages may get inserted into the editor. You may navigate to these using the arrow keys inside of the editor and delete them with the delete or backspace key.