Article · 8 min read

Best Practices for Setting Customer Success in your SaaS start-up

Sri Maneru · SaaSBoomi Free Beginner India

Chargebee's customer success leader answering an Indian founder's question in the SaaSBoomi community. Eight points, starting with the one most Indian startups get wrong: treating CS as an extension of support.

  • A CS leader should fix data first, then processes, then people, in that order.
  • Customer success is a proactive consulting role (adoption, QBRs, needs); support is reactive ticket work.
  • Tag every exit as avoidable (low adoption) or unavoidable (wrong ICP, business shut down) before you act on it.
  • Track onboarding turnaround time and percent of customers onboarded as leading indicators.
Open on saasboomi.org ↗

It answers 6 questions

  1. When should I hire my first customer success person?
  2. What is the difference between customer success and customer support?
  3. How do I build a customer health score that actually predicts churn?
  4. How do I structure a customer success team once one person is not enough?
  5. How do I stop the sales to customer success handoff from breaking every time?
  6. How do the best teams learn from churn instead of just reporting it?

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