Dale Chang & Jay Nathan Contributor
What comes first: Sales or Customer Success? Many growing startups pressure themselves to start selling as soon as there’s a viable product to sell. “Set up Customer Success functions” goes on the to-do list. After all, we don’t have to worry for another year, right?
Using the proprietary Scale Studio dataset of hundreds of SaaS startups, we’ll look at the metrics that venture investors use to link your company’s valuation to success in Customer Success — then dive into the tactics for adapting your CS program to your company’s high-touch or low-touch sales model
A year passes, and the company’s first renewals come due. Everyone from the CEO on down scrambles to do