Book · 256 pages

Customer Success: How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

Nick Mehta, Dan Steinman and Lincoln Murphy · Wiley Paid Beginner

The book that defined the function. Worth reading once if you are building the team, mostly for the ten laws and the argument that customer success is a company-wide operating model rather than a department.

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It answers 2 questions

  1. When should I hire my first customer success person?
  2. What is the difference between customer success and customer support?

Read with it

  1. Chargebee's customer success leader answering an Indian founder's question in the SaaSBoomi community. Eight points, starting... SaaSBoomi Article · 8 min read Best Practices for Setting Customer Success in your SaaS start-up Sri Maneru
  2. A plain reference for the retention metric set (retention rate, revenue churn, CLTV, NPS) with formulas, from an Indian SaaS... Freshworks Article · 14 min read What is Customer Retention? Key Metrics and Strategies Freshworks
  3. Direct answers to the timing question: first CS hire in your first 5 to 10 employees, full time once you have two big... SaaStr Article · 6 min read Dear SaaStr: How Should Founders Build Their First Customer Success Team? Jason Lemkin
  4. Lays out the three real ways to organise a CS team (by segment, by lifecycle stage, by engagement model) and what each one... Gainsight Article · 16 min read Customer Success Team Structure: The Ultimate Guide Gainsight
  5. Video · 8 min The Earlier, the Better: How Customer Success Compounds Your Growth | @churnzero CCO Alli Tiscornia Alli Tiscornia
  6. Video · 32 min The Ultimate Guide: Customer Success vs Customer Support CSM Practice
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