12 | 🔥 “Your SaaS Isn’t Broken — Your Customer Success Strategy Is” 💥 with Kara Cabassa (Amperity, Evolv AI, Optimizely)

Kara Cabassa, a Customer Success leader with diverse experience in B2B and B2C firms, offers candid insights into effective Customer Success practices, particularly the impact of poor revenue decisions on Product, Sales, and Marketing.

In this episode of Good Revenue, host Neeta Bidwai and Kara cover:

• The often undervalued function of customer success in SaaS and tech companies.

• Her experiences transitioning from ad agencies to customer success roles, and why she believes in only hiring people with experience delivering services under pressure.

• Root causes of customer dissatisfaction, emphasizing the need for experienced leaders and robust processes early in a company’s lifecycle.

• The importance of process implementation, the need for strong leadership, and the pitfalls of poor sales-to-success handoffs.

• Strategies for achieving better alignment and collaboration between sales and customer success teams.

• Insights on diagnosing and addressing root issues within companies, providing exceptional service, and the importance of forming strong client relationships.

• Kara’s approach to balancing revenue responsibilities and retaining customers to optimize lifetime value.

• Why you should hire individuals with grit and adaptability over purely technical experience or prestigious resumes.

• Advice for CEOs to listen to CS teams and address root issues holistically for better long-term customer value and business performance.

This straightforward conversation is rich with examples, practical advice, and reflections on what makes high-performing customer success teams and companies stand out.

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Where to find Kara:

https://www.linkedin.com/in/karacabassa/

Where to find Neeta:

https://www.linkedin.com/in/neetabidwai/

Where to find Good Revenue:

https://goodrevenue.io/goodrevenue

https://www.youtube.com/channel/UCHrhuWbpYnUwrR75H2Ip4yQ

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Highlights:

00:00 Introduction and Guest Welcome

00:24 The Importance of Customer Success

00:51 Challenges in Customer Success

03:31 Sales and Customer Success Handoffs

05:48 Strategies for Effective Customer Success

11:33 The Role of Relationships in Customer Success

20:32 Diagnosing and Addressing Customer Fit Issues

26:01 Balancing New Business and Retention

35:50 Final Thoughts and Key Takeaways

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Referenced:

Chute / Ignite: https://ignitetech.ai/

Amperity: https://amperity.com/ 

Optimizely: https://www.optimizely.com/ 

Evolv AI: https://evolv.ai/ 

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