Customer Success: The Growth Engine of SaaS

We often talk about the importance of Customer Success in SaaS. Right from the start, ensuring customers see the value of your product is of fundamental importance. As Jason Lemkin put it: Customer Success should be one of your single digit hires." But too often we talk of Customer Success as a function not a strategy.

I have been privileged to work with Dan Steinman for many years and even more so over the last 12 months since he joined Notion Capital as our Resident Customer Success Expert. His impact on me, Notion Capital and our portfolio has been profound. In this report Dan explores the new dimensions of SaaS - from subscription to transactional to consumption - together with leaders from across our portfolio. His conclusion, whether in a product-led or enterprise sales business, is that your customer's success is as important as ever.

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Stephen Millard

Operating Partner and Chief Platform Officer

Report highlights

Take a look at our top takeaways

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Customer Success: from nice-to-have to must-have

Over the past ten years, from Nextel to Cloudera to Mews, I’ve watched Customer Success move from nice-to-have to must-have, because of its part in moving the revenue needle through existing customers. Blynn Buckley, Chief Customer Officer, Mews

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Customer Success is the driver of revenue

Product adoption, as driven by Customer Success, is an absolute necessity. Every person in Customer Success at CurrencyCloud is incentivized on revenue and Customer Success is accepted across the entire company as a must-have. Ian Beth, VP, CurrencyCloud

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Time is ticking: show value or go home

Whilst time to first value is key in both subscription and consumption models, in a consumption-based model the window to prove value is significantly narrower. From onboarding to adoption, urgency is greatly increased in the Consumption Economy.” Pat Phelan, Chief Customer Officer, GoCardless

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Customer Success is the trusted guide customers love

Customer Success Managers bring a wealth of domain expertise and credibility to our customers. Their consultative approach starts moving the flywheel in a land-and-expand approach with each customer. This virtuous loop, led by Customer Success, is the revenue-driver of our business." Richard Counsell, CEO, Stable

Customer Success: The Growth Engine of SaaS