DancingBoba

Building customer success from scratch

Guys I have joined a saas startup 2 months back as a customer success lead and have been given a daunting task of developing customer success from zero.

Previously engg team used to handle it and I am the first employee in customer success.

The customers are majorly in California and the neighbouring states. The company is 6 years old and they provide you can say ERP for hotels.

I need to develop a plan to identify the customer health and build something that compliments the support team too

12mo ago

Talking product sense with Ridhi

9 min AI interview5 questions

SillyJellybean

Stealth12mo

Start with measuring NPS and customer satisfaction. Then work backwards to identify issues. Then build the tool to implement solutions for customer and team.

DancingBoba

Stealth12mo

Started with NPS and CSAT already. Will follow the backward issue identification now. Thanks.

Any idea on the tool? I have used vitally in the past but it takes time to implement it.

SillyJellybean

Stealth12mo

I'm not familiar with customer success tools. Don't need to over complicate it though, just use Google forms and Excel sheets. Keep it simple and save costs.

FuzzyNugget

Stealth12mo

Check out Rocketlane if you haven’t already.

DancingBoba

Stealth12mo

Yes I was planning too. Thanks

ZoomyNarwhal

Stealth12mo

I'm sure you know this already but Gainsight/Nick Mehta books are great place to start with if you need to set up processes and foundations

DancingBoba

Stealth12mo

I knew about Gainsight. But I will surely give books a try. Thanks

FuzzyNoodle

BYJU'S12mo

Goodness me. Seems challenging. Following to know how someone can solve this.

DancingBoba

Stealth12mo

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