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2min chapter
Jay Nathan’s Take on CS
Gain Grow Retain
The Role of the CSM in SaaS
By the time a SaaS business reaches about 50 or 70 million dollars in in ARR, most of the new bookings typically come from the existing customer base. That means you're expanding and you're upselling those customers. So what we want to try to do is show customer success with what they buy from us initially and then quickly position additional value,. Whether that's through expanding what they've already bought upselling or it's through cross selling into other departments or adding new products into the mix.
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