Customer Success is increasingly becoming the crucial cog that keeps the SaaS machine running. SaaS companies need a good customer success team to ensure efficient onboarding and steady renewals. Check out these tips to alleviate the pain points of customer success managers.

1. Top 5 Pain Points of
Customer Success
Managers

2. The Customer Success Challenge
● Customer Success is
increasingly becoming the
crucial cog that keeps the
SaaS machine running
● SaaS companies need a good
customer success team to
ensure efficient onboarding
and steady renewals

3. Burdensome Onboarding
● With roadblocks clamouring for
attention, it becomes easy to forget
that the SaaS application can solve
pressing issues for the customer
● Customer success managers don’t
have an easy platform to
demonstrate product features and
the value they can bring

4. Overwhelming Support Requests
● As human interaction with
software increases,
unfortunately so does the
need for support
● Users should have the means
to get their questions
answered immediately,
without having to call
customer support

5. The Churn Demon
● What causes churn?
○ promised value that was not realized
○ unsatisfactory interactions when getting
assistance
● Recognize the high value of a long-term customer
● Provide proper onboarding value transmission-
translate promises into reality
● Encourage adoption- the user needs to use the
software to reap its benefits

6. Software Upgrades and Updates
● An inevitable aspect of software solutions is the need
for consistent software updates
● Updates can be time-consuming, frustrating, and
result in a loss of productivity
● Provide clients with upcoming updates and their
improvements so that they will be ready and excited
for the new update

7. Renewals, Cross-Sells and Up-sells
● Improve the ‘Total Lifetime Value’ of a customer
(TLV)
● The problem for customer success managers is
balancing company interests (sales) with that of the
clients (value)
● A customer success manager should monitor client
behavior to find opportunities for cross-sells, up-
sells, and/or renewals

8. The Do’s
● provide customer success managers with the tools to
demonstrate features
● employ instruments that allow clients to get self-help
● translate value promises into reality
● gives clients a heads up on software updates and
upgrades
● monitor opportunities for cross and up-selling, and
renewals

9. For more tips on improving customer
success, visit the ‘Successfull’ blog by
clicking the logo below, or going to
successfull.walkme.com