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.
Value SaaS series is all about how capital efficient businesses are built. What is the role a customer Success team plays. How many team members are required?
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 metric according to you and why?
The dos and don’ts of setting up such a team to when should it be setup.