Jay Nathan teaches Customer Success

In this episode of Leadership Master class, Jay talks about:

How a simple zoom call (GTM plans based and customer outcomes, automation) started to serve the CS community grew up from 30 people on call to 75 and 150 and now a thriving and one of the largest CS communities

How the community takes a wholistic approach to not where CS is going but where SaaS is going and to be able to ride the wave

There is no one size CS fits all - depending on whether you are a product led growth, SMB/inside sale, Enterprise organization, follow the best practices of CS for each of these GTM models. 

Organizations that were measuring results and focussed on their current customer outcomes, had 6 times longer LTV

On how to structure a CS org, assign resources based on the needs of the problems you are trying to solve rather than following blueprints.

Testimony for CS having an impact on GTM - By the time SaaS 60/70M most of new bookings come from existing customers. 

A contract is the foundational element of a relationship. If you don’t understand contract, you don’t understand the business.

Want reference customers? Dont try to wow them. Just try to deliver on the brand promise.  Try and make things simple for the customer!

Onboarding must be a separate Ongoing , separate support from CSM which ties closely to product

One big unspoken Digital CS/Scale CS - Building a central community hub where customers go for everything, is a form of scale CS and customer enablement

CSMs should maintain focus on the ongoing customer issues and deliverables and not really focus on selling as it involves a different skill.

AI will eat CS? No. AI is going to make us more efficient and effective at what we already do