How Customer Success and Product teams are working together to delight customers through a product-first approach.

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Report Authors:

• Itxaso del Palacio, General Partner, Notion Capital
• Andreas Panayiotou, Operating Director, Strategy & Monetisation, Notion Capital
• George Windsor, Research & Intelligence Expert
  

In 2023 we wrote a white paper on how SaaS should take a product-first philosophy to customer success. We believed that there was an over reliance on people resulting in low margins, and poor user experiences by not keeping complexity under control. To explore this further, we surveyed operators across Product and Customer Success, and interviewed a number of subject matter experts and founders.

1. How effectively is Product and Customer Success collaborating across SaaS?
2. Does Customer Success feedback provided to Product drive impact for customers?
3. Are the two functions agreed on how to measure ‘customer success’?
4. Is Product focused on removing complexity as much as launching new features?
5. How are tools being used to facilitate cross-functional collaboration?

Download the report here.