Customer Success

There are 3 main factors to evaluate when investigating how or when multi-year renewal options make sense for your company.

An executive sponsor change in your customer’s business can significantly impact that relationship. Learn how to mitigate that risk.

Carema Consulting and Sturdy explore the topic of executive change, its impact on retaining customers, and more. Watch the presentation now.

Looking to maximize recurring revenue from customer success? Learn about the value of Entrench, Expand, and Land processes.

If your customer success team provides a white glove approach to every customer, consider using a low touch customer success strategy.

The new year is almost here. Is your business focused on the right efforts? Learn why now is the time for a customer journey mapping session.

It’s a common question without a definitive answer. However, as with a number of other factors that come with setting up a customer success function in a B2B SaaS company, the frequent response is “it depends.”

As a SaaS founder or leader, you already know that hiring the right people is crucial to success — especially when you’re looking to scale up to the next stage of growth. It’s important when hiring leaders of existing functions within the business, but it’s even more critical when launching a new one. Hiring a leader for a new or growing customer success function, in particular, requires an extremely thoughtful approach. A VP hire at a SaaS company is even more complex (and often unsuccessful) – according to research, 75% of initial VP hires fail in the first 19 months.

The first year is crucial in every SaaS customer journey — not only for customers themselves but also for your customer success team. This is because it has many points of friction (and thus failure), any of which has the potential to dampen value, discourage the achievement of outcomes, and, ultimately, lead to churn. Customer success teams looking to dependably deliver on customer outcomes, increase renewal success rates, and grow revenue from existing relationships must identify and tackle these points of friction in year one with greater sophistication.

As your business grows and changes, so too must customer success. Even during the current economic uncertainties, SaaS companies in multiple markets are experiencing significant growth, and the competition for opportunities continues to increase. While customer acquisition efforts should always be a mainstay in growth strategy, preserving the revenue your business worked hard to win is more essential than ever.