Video · 54 min

SaaS Talks #32: Customer Success feat. Manan Shah, Recruiterflow & Varun Sharma, Enterpret

Manan Shah and Varun Sharma · Stellaris Venture Partners Free Advanced India

SaaS Talks #32: Customer Success feat. Manan Shah, Recruiterflow & Varun Sharma, Enterpret

Two Indian SaaS founders on how they structured customer success, made the first hire and defined the handoffs, which is how a renewal stops depending on you being in the deal. Chapter marked, so you can jump to the structure and ownership sections.

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The question it answers

  1. How do I build a renewal and expansion process that runs without me in every deal?

Read with it

  1. A real public company's internal renewal process, published rather than described. You can copy the structure instead of... The GitLab Handbook Article · reference Customer Renewal Tracking The GitLab Handbook
  2. Shows what a productised CS play looks like when written down for a whole team: a named motion, tied to a product stage, with... The GitLab Handbook Article · reference Customer Success Playbooks The GitLab Handbook
  3. A three-step forecasting framework plus the honest list of what breaks it (cross-team data gaps, non-recurring revenue, scale).... ChurnZero Article · 10 min read A data-driven framework for customer success renewals forecasting Chris Pilbeam
  4. The single most common cause of a surprise churn, handled step by step, including the 48 hour window for reaching the new... ChurnZero Article · 9 min read Did your customer champion leave? Use this five-step playbook to reduce churn risk Emily Nesterick
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