SaaS is evolving rapidly. In many ways, we are witnessing the equivalent of the Cambrian Explosion in terms of the number of SaaS companies created each month. And these startups look different than their predecessors. Trends like vertical SaaS, Product-led Growth, and payment make the industry almost unrecognizable compared to the era of the SaaS pioneers more than a decade ago.
Yet many companies are still adopting Customer Success practices - like fixed size-based segmentation and activity-based "check-ins" - that were created in the 2010s.
Modern cloud businesses are rethinking Customer Success in many ways. They are looking at it as a growth engine, shifting focus from purely looking at churn to increasingly emphasizing Net Dollar Retention. They are recognizing the need for CSMs, in some cases, to be deeply technical. And they are, particularly in Product-led Growth companies, integrating Sales and CS motions and organizations tightly together.
In this talk, Gainsight CEO Nick Mehta will cover 10 best practices that represent the cutting edge of Customer Success. Check it out to save your company from becoming a SaaS dinosaur.