The Customer Success Metrics That Actually Matter


Charanya Rengarajan is a scientist turned SaaS Enthusiast. She helps early stage startups to setup their customer success team. And not just that, she helps them define incentives and goals. She also helps them determine KPIs aligned to the organisation’s business strategy. Some of the questions answered here – on Customer Success Metrics

When did your company see the need for a Customer Success team and how did you get started with it?

What part of Customer Success must a SaaS Startup mainly focus on/invest in?

How does Customer Success evolve when the startup is scaling?

What is the most important Customer Success metrics according to you and why?

The dos and don’ts of setting up such a team to when should it be setup.

Value SaaS Series focus on businesses surviving in their path to first million. They bootstrap or raise tiny external investments. During this period they iterate rapidly to create a growth engine for scaling to $10Mn and beyond. By accessing & deploying founder-ownership friendly capital, they grow rapidly and thrive.

Organization that are able to make $1 of revenue through less than $1 of spend is a Value SaaS Business. Veeva, Zoho, MailChimp, Atlassian, BrowserStack, even SalesForce, are all Value SaaS startups – they made more than $1 Mn ARR with less than $1Mn in spend.

Value SaaS Series in association with Upekkha and supported by Chargebee

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