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
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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.
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Post-Sales Investment
- Spend 10% of revenue on post-sales activities.
- If exceeding 10%, ensure strong growth and lead generation from CS.
Track Spending by Function
- Track customer success spending by function for optimization.
- Know the breakdown of your spending and optimize accordingly.
Early Journey Metrics
- Early customer journey metrics predict long-term success.
- Focus on metrics like onboarding, integrations, and database usage.