How to Implement CUSTOMER SUCCESS at New SaaS STARTUPS

About this Video

• Video Title: How to Implement CUSTOMER SUCCESS at New SaaS STARTUPS
• Channel: CSM Practice
• Speakers: Erie Isis, Jennifer Chang
• Duration: 00:18:26

Introduction

This video interviews Jennifer Chang, Director of Customer Success at Yelp Technologies, a SaaS startup. The discussion centers on implementing and scaling a customer success function within a new SaaS startup, covering topics such as pitching the function, securing a budget, hiring CSMs, defining metrics, and utilizing appropriate tools.

Key Takeaways

• Customer Success in Startups is Varied: A CSM's day-to-day tasks in a startup are diverse, ranging from high-level strategy and product development to direct client interaction and data analysis. The pace is fast, with projects potentially moving from concept to deployment in under a day.
• Pitching Customer Success to Executives: Successfully introducing a customer success function requires a three-pronged approach: aligning on values with leadership, presenting qualitative data (customer stories) showcasing impact, and demonstrating quantitative data projecting potential return on investment (ROI).
• Hiring CSMs for Startups: When hiring, prioritize candidates who demonstrate resilience, resourcefulness, and a strong cultural fit. Jennifer suggests a "pitch assignment" to assess these qualities.
• Prioritizing Metrics in Early-Stage Startups: Focus on "step-one" metrics – leading indicators that predict larger metrics like churn – such as adoption rates. Benchmarking data may be limited in early-stage startups.
• Essential Tools for Scaling: Start with basic, flexible tools like email, Google Sheets, and an email automation tool, gradually scaling to more robust solutions as the company grows. Salesforce, while powerful, might be overly complex for a very young startup.