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SaaStr 723: Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO and Founder of SaaStr: Answer Your Top 10 2024 Customer Success Questions
The Official SaaStr Podcast: SaaS | Founders | Investors
Efficiency of Customer Success Spending
The nature of the organization and business impacts the ROI of a customer success (CS) team. Companies with a customer success manager (CSM) team have a significantly higher gross retention, with no significant change in net retention. The spend on customer success, including CSMs, ops, management, and benefits, varies based on the nature of the business. Larger contracts result in more efficiency, as managing a million-dollar customer is not significantly more work than managing a hundred-thousand-dollar customer.
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