Members-only Startup Lessons from building customer success in an early-stage startup (without a playbook) Building a CS department from the ground up in a startup feels impossible. In this article, you’ll discover how to do just that....
Members-only CS operations Building customer success from scratch A practical framework for B2B SaaS If you’re the first person in your organization with the task to add structure to this chaos, you likely face familiar challenges: limited budgets, zero CS-specific tools, and almost no product usage data. It’s up to you to create something sustainable that works....
Members-only Premium How to scale startup customer success processes efficiently How can you onboard customers effectively at scale without throwing more people at the problem? The answer lies in a lean, data-driven approach....
Members-only Startup Why startups are turning Customer Success Managers into product experts Startups are turning their CSMs into product experts—why? Startups need CSMs to be product experts to drive adoption & retention. Learn why this shift matters & how to avoid burnout in your CS team....
Members-only Onboarding How to perfect customer onboarding in a startup business First impressions really matter. Effective onboarding ensures customers hit their first “aha!” moment quickly. But, how do you build an onboarding process without burning out your team or your customers?...
Members-only CS strategy How to build a killer customer success function in a startup In this article, I'm going to share how I got here and the seven lessons I’ve learned along the way so that you too can build a killer customer success function for your startup:...
Members-only Podcasts Building customer success in a startup | Jenna Chau, Invelo Most companies face challenges when sculpting out a customer success function – let alone startups. So where should you start?...
Members-only Startup How startups develop a customer success strategy Do your customers love your product or do they tolerate it? To answer that question, you may need to ask another question: How much work do you do to make your customers successful?...
Members-only Startup Why so many startups get customer success wrong It used to be you sold someone a product, handed them a wordy and confusing manual, and then walked away. You can’t do that anymore....