#startup #customersuccess

“My favorite tip for CSMs who aspire to work in New SaaS Startups is to never stop beating the customer drum.” Jennifer Chiang

Pitching Customer Success to SaaS Startups can be particularly challenging. As a result, SaaS startups should invest in Customer Success early on while also being prepared to evolve the team as their customer base grows. However, having the drive to empower and satisfy your customers can help you successfully implement Customer Success.

Top SaaS Startups, just like Yup Technologies, implement their Customer Success to provide support and spend more time with each customer and dive deeper to understand what is going on and what isn’t working. Performing Customer Success in a SaaS Startup company can be a stellar SaaS Startup Sales Strategy.

In this Chat and Learn session, Jennifer Chiang, Director of Customer Success at Yup Technologies, shares her experiences with SaaS Startups and how she pitched Customer Success to her company.

Jennifer is the author of the bestselling book The Startup's Guide to Customer Success and is also the Head of Customer Success at Yup Technologies, an education startup in San Francisco that provides 24/7 ondemand math tutoring.

You can get Jennifer’s Book: The Startup's Guide to Customer Success here:
https://amzn.to/3sKnOu1

And here are the links to the tools that Jennifer mentioned in the video:
◽Yet Another Mail Merge: https://bit.ly/3fUqlhN
◽Slack: https://slack.com/intl/enph/
◽Zoom: https://zoom.us/
◽Google meet: https://meet.google.com/

0:00 Intro
01:44 Customer Success for New Startups
04:11 Process of Pitching Customer Success at Yup Technologies
06:20 Obtaining the Customer Success Budget for New Startups
07:54 Interviewing Candidates for CSMs for New Startups
09:52 CSM Qualities for New Startups
13:02 Customer Success Metrics
14:41 Tools for Scaling Operations for New Startups
17:07 Most Favorite Google Extensions as a CSM

Read more about this interview:
How Can SaaS Startups Implement Customer Success
https://www.csmpractice.com/howcans...

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ADDITIONAL RESOURCES:

Video: How to Build a Customer Success Program in EARLYSTAGE STARTUPS
   • How to Build a Customer Success Progr...  
⏬ Download Tobe’s Presentation Slides : How to build Customer Success Program in Early Stage Startups:
https://www.csmpractice.com/earlysta...
Blog: Launching Customer Success in Earlystage Startups:
https://www.csmpractice.com/launching...
Read more about Customer Success for Startups:
How Can SaaS Startups Implement Customer Success
https://www.csmpractice.com/howcans...
Case study: Building a Customer Success Organization from the Ground Up:
https://www.csmpractice.com/casestud...
Read more about How Can SaaS Startups Implement Customer Success:
https://www.csmpractice.com/howcans...
Mustwatch video: When to start a customer success program in a SaaS startup
   • When To Start A CUSTOMER SUCCESS Prog...  
Read this blog to learn more about Customer Success in New Startups:
https://www.csmpractice.com/launching...
⏬ Download our list of the Top 10 Mustread Customer Success Books for CSMs:
https://www.csmpractice.com/top10cu...

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Whenever you’re ready... here are 3 ways I can help you build, optimize or scale your customer success practice:

1. Grab a free copy of our Customer Success templates and infographics
We’ve created a resource library for you to gain easy access to best practices and benchmark data. https://www.csmpractice.com/resources

2. Subscribe to our CSM Practice newsletter
Subscribe to our CSMP newsletter and join a community of executives and business professionals dedicated to elevating their customer success game. https://www.csmpractice.com/newslette...

3. Work with our team privately
If you are an executive working for a tech company, and you would like to work with our team to take your gotomarket growth strategy from ordinary to extraordinary using customer success methodologies … Just submit the 'Contact Us' form … let us know what are the key challenges you have working with clients, what you’d like us to work on together, and we’ll send you more details. https://www.csmpractice.com/csconsul...

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LEARN MORE ABOUT CUSTOMER SUCCESS
with these free resources:

Subscribe to CSM Practice YouTube channel:
https://www.youtube.com/csmpractice?s...

Listen to our Podcast:
https://www.csmpractice.com/podcast

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