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The Official SaaStr Podcast: SaaS | Founders | Investors
SaaStr 783: How to Build a World-Class Customer Success Machine - Top Lessons from the CRO of Notion and VP of CS at GitHub
Feb 5, 2025
In this discussion, Erica Anderson, the CRO of Notion, and Abbas Haider Ali, VP of CS at GitHub, dive into the nuances of customer success. They emphasize the need to allocate 10% of revenue for post-sales initiatives to ensure growth. The duo shares insights on adapting customer success strategies, the role of KPIs in measuring progress, and the importance of team structures in driving success. They also explore effective monetization strategies for customer-facing roles, blending personal anecdotes with practical advice.
23:48
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Quick takeaways
- Allocating 10% of revenue to customer success initiatives enhances growth and requires justifying spending decisions for optimal effectiveness.
- Evolving the structure of customer success teams in line with product complexity and company growth is crucial for meeting diverse customer needs.
Deep dives
Optimal Investment in Customer Success
Businesses are encouraged to allocate 10% of their revenue to post-sales customer success initiatives. This benchmark serves as a guideline for effective spending, ensuring that companies maintain a focus on growth that surpasses their peers. Spending beyond this threshold requires a compelling justification, highlighting the need for a strong lead generation quality and a faster growth rate. Those in customer success roles should be fully informed about their budgetary allocations to optimize resources and drive impactful outcomes.
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