SaaStr 2021 Presentation: Ten Things That Are Changing in Customer Success That Maybe You Should Be Doing, Too

Thanks, Jason Lemkin and the team at SaaStr, for having me as a speaker at this year’s festival-style Annual SaaStr Conference in San Mateo, California. I have presented at 100s of tech events and conferences over the years and nothing is more valuable than leaving a conference feeling like you are not alone. Jason & the team do a fantastic job of this every year. It was so great to connect with peers and humans in real life again, and SaaStr set a high standard for health & safety protocols which helped to add to the welcoming and exciting atmosphere.

In case you missed it, I presented “Ten Things That Are Changing in Customer Success That Maybe You Should Be Doing, Too.”

“But what’s changed in Customer Success?” Well, Customer Success has changed a lot since 2013, when we published the first 10 Laws of Customer Success. Modern SaaS businesses are now looking at Customer Success as a growth engine, shifting the focus from purely focusing on churn to increasingly emphasizing Net Revenue Retention. Businesses are recognizing the need for not only a strong Customer Success Manager team but a Customer Success Operations team and more technical roles within their Customer Success organizations.

To learn more about the latest best practices that represent the cutting edge of Customer Success, check out my slides along and recording from my session at SaaStr Annual.