Charanya Rengarajan, a former scientist turned SaaS enthusiast, offers guidance to early-stage startups in India on establishing successful customer success teams. Rengarajan helps startups define incentives and goals, establish key performance indicators aligned with the organization’s business strategy, and set up customer success metrics. Here are some of the topics she covers:
- When did the startup recognize the need for a customer success team, and how did they get started with it?
- What aspects of customer success should a SaaS startup primarily focus on and invest in?
- How does customer success evolve as the startup scales?
- What are the most important customer success metrics, according to Rengarajan, and why?
- The dos and don’ts of establishing a customer success team, including when to do it.
Rengarajan’s guidance is part of the Value SaaS Series, which focuses on helping businesses survive as they work toward achieving their first million dollars in revenue. These businesses bootstrap or raise small external investments and iterate quickly to establish a growth engine that can scale to $10 million and beyond. By accessing and deploying capital that is friendly to founder ownership, these startups can grow rapidly and flourish. Companies that can generate $1 in revenue for every $1 or less in spending are considered Value SaaS businesses. Some examples of successful Value SaaS startups include Veeva, Zoho, MailChimp, Atlassian, BrowserStack, and even Salesforce.