Keep and grow the customers you win
Customer success and retention
Keeping the customers you already won, and the team that does it.
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When should I hire my first customer success person?
Earlier than feels comfortable. The usual trigger is two or three customers big enough that losing one would hurt, plus a founder who is spending m...
What is the difference between customer success and customer support?
Support is reactive and ticket shaped: the customer has a problem, you solve it, you close it. Customer success is proactive and outcome shaped: yo...
I just got handed my first set of accounts. What do I actually do in the first 30 days?
Read the deal before you talk to anyone. Find out what the customer was promised, who signed, who will actually use it, and what they said success ...
What does a good customer onboarding actually look like?
Good onboarding is measured in time to first real value, not in how many training sessions you delivered. Pick one observable moment that means the...
How do I structure a customer success team once one person is not enough?
Pick your organising axis on purpose. By segment (enterprise, mid market, SMB) is the default and works when your customers differ mostly in size. ...
Should my CSMs carry a quota?
Eventually yes, but not before your product renews reliably on its own merits. Paying a CSM on expansion when the product is still churning turns t...
How do I stop the sales to customer success handoff from breaking every time?
Two fixes do most of the work. First, bring CS into the deal before the contract is signed, not after, so the customer meets the person who will ru...
How do the best teams learn from churn instead of just reporting it?
They interview the customers who left, properly, with a script that goes past the first answer. 'Too expensive' is almost never the reason, it is t...
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