The Customer Success Playbook Customer Success Playbook Episode 4 - David Jackson - CS P&L
Join hosts Kevin and Roman in this insightful episode as they interview David Jackson, a renowned Customer Success expert and CEO of customer.co. The discussion is focused on the financial aspects of Customer Success within the B2B SaaS domain.
Episode Highlights:
- Customer Success P&L (CSPNL): David introduces the concept of CSPNL and discusses its benefits for financial planning and strategic decision-making.
- Margin Contribution: Learn how to demonstrate the financial contributions of Customer Success to senior management and the strategies for staying margin positive.
- Net Revenue Retention (NRR): David explains what NRR is, why it's essential, and how to use it effectively in Customer Success.
- AI and Automation: David talks about the current and future applications of AI and automation in optimizing Customer Success operations.
Deep Dives:
- Roman asks David about the role of Customer Success in an organization and how it should align with broader organizational goals.
- Kevin discusses the challenges in building a CSPNL and asks David for practical advice.
- The conversation touches on the distinction between Customer Success, Support, and Account Management from the customer's perspective.
- Kevin asks for David's insights on the importance of a Customer Success-centric culture.
- The episode concludes with David providing insights into the financial workings of SaaS companies and their impact on Customer Success strategies.
Summary: This episode is a practical guide to understanding the financial dimensions of Customer Success in B2B SaaS. David Jackson provides valuable insights have a CS P&L planning tool on key metrics like NRR, the importance of being margin positive, and the potential of AI and automation in Customer Success operations.
Tune in to The Customer Success Playbook Podcast for an engaging and educational discussion that's a must-listen for Customer Success professionals and SaaS executives.
#CustomerSuccess #B2BSaaS #NRR #CSPNL #AI
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You can also find the CS Playbook Podcast:
YouTube - @CustomerSuccessPlaybookPodcast
Twitter - @CS_Playbook
You can find Kevin at:
Metzgerbusiness.com - Kevin's person web site
Kevin Metzger on Linked In.
You can find Roman at:
Roman Trebon on Linked In.