Customer success isn’t an add-on – Start early to win later

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Dale Chang & Jay Nathan Contributor Dale Chang is the Operating Partner at Scale Venture Partners, where he advises portfolio companies on strategies for go-to-market and scaling. Jay Nathan is Founder and Managing Partner of Customer Imperative, where he and his team help SaaS companies scale revenue by operationalizing customer success.

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 whatever it takes to make those charter customers happy and win contract extensions. After all, those customers aren’t just any customers — they’re the company’s first references,


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