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.