SaaStr 783: How to Build a World-Class Customer Success Machine - Top Lessons from the CRO of Notion and VP of CS at GitHub | The Official SaaStr Podcast: SaaS | Founders | Investors | Podwise
This podcast episode interviews Abbas Haider Ali and Erica Anderson about customer success strategies in SaaS companies. The discussion covers optimal investment levels in customer success (Ali suggests 10% of revenue), the evolution of customer success teams (from support to more specialized roles), and key performance indicators (KPIs) for measuring success (focusing on leading indicators like onboarding and adoption). Anderson shares Notion's approach to measuring customer success through adoption metrics and revenue expansion, while Ali emphasizes the importance of knowing your KPIs and proactively addressing areas needing improvement. The episode concludes with a lightning round of yes/no questions on monetization strategies within customer success.
