When it comes to Software as a Service (SaaS) business, customer success plays a crucial role in keeping a business healthy and thriving. It’s not just about acquiring new customers; it’s equally important to ensure that existing customers are satisfied and see the value in your product. Customer success focuses on enhancing customer experiences and encouraging effective product usage, while customer support addresses immediate issues as they arise. Together, these components work harmoniously to maximize customer satisfaction and minimize churn.

In this exciting episode of the Grow Your B2B SaaS podcast, Host Joran Hofman welcomes back Mike Dry, the VP of Customer Success and Support at Dealfront, for a deep dive into how to leverage customer success for SaaS growth. Discover powerful insights on tackling churn, fostering collaboration, and honing your strategic thinking. 

Key Timestamps

• (0:00) - Introduction to Customer Success and Churn
• (0:51) - Mike Dry's Background 
• (1:35) - Difference Between Customer Success and Support
• (3:06) - Importance of Linking CS and Support for Clients
• (4:03) - Understanding Customer Churn in SaaS
• (7:31) - Learning from Churn to Improve Customer Experience
• (10:12) - Foundational Customer Success Strategies for Startups
• (13:09) - Identifying Gaps Between Product and Customer ROI
• (15:23) - Responsibilities of a Customer Success Manager
• (15:42) - Hiring Your First CSM: When and Why
• (18:40) - Transitioning to Mid-Stage: Reducing Churn
• (21:50) - Reporting Churn Insights and Prioritization
• (24:16) - Defining and Utilizing Ideal Customer Profiles (ICP)
• (26:06) - Building a Customer Success Team in Mid-Stage
• (28:57) - Scaling Customer Success Without Linear Hiring
• (30:37) - Leveraging Automation in Customer Success
• (32:49) - Cross-Functional Collaboration for Expansion Revenue
• (35:22) - Advice for Early Stage: Climbing to 10K MRR
• (36:14) - Advice for Scaling to 10 Million ARR
• (37:57) - General Advice for Customer Success Professionals