How to Succeed at Customer Success: When to Invest, Specialize and Scale

Customer Success may be a well understood term in established SaaS companies, notably those in Silicon Valley, and there may be an overwhelming consensus in the community that Customer Success is a critical component to the healthy growth of any SaaS company. But, for several first-time founders or early stage companies, it’s become increasingly clear that there is no one-size-fits-all approach to CS.

Customer Success teams at these less established enterprise software companies can encompass a broad set of disciplines from professional services, training, and technical support to user adoption and even traditional account management. When building out this function, you need to consider your target segment, product ease of use and customer buying cycle, among several other factors.

Our panel of experts will discuss:

• When is the right time to invest in CS
• When and how to specialize the roles on your post-sales team
• What factors to consider when determining roles and hiring profile
• How to justify or fund the continued investment
• How to partner with other functions to drive growth