Customer Success

A proactive business function focused on ensuring customers achieve their desired outcomes, reducing churn and increasing retention, upsells, and referrals.

In SaaS and service businesses, keeping a customer is far cheaper than acquiring a new one. Customer success teams work to ensure customers realise value before they consider leaving.

A SaaS company assigns a Customer Success Manager to every account over £500/month. She checks in monthly, identifies risks of cancellation, and helps customers get the most from the product.