QuotaPath’s Post

As a Customer Success Manager, the first thing you should concentrate on when onboarding a new client is Time to Value (TTV). This is where all of your efforts should go at the beginning of a client relationship. Once your client starts seeing value, you can take a breath, but until then, your energy should be focused on getting that client fully onboarded before devoting time elsewhere. Why is TTV so important in SaaS? 🤝 Builds Trust: Demonstrating value early helps build trust with your client, showing them that they made the right decision choosing your solution. 🚀 Reduces Churn: The quicker clients see value, the less likely they are to churn. Early wins keep clients engaged and satisfied. 📈 Accelerates Adoption: When clients see immediate benefits, they are more likely to adopt the product fully and explore advanced features. 🌟 Drives Referrals: Satisfied clients who experience quick value are more likely to recommend your product to others, driving organic growth. 🔄 Improves Renewals: Early and consistent value delivery sets a positive tone for the entire client lifecycle, increasing the likelihood of renewals. Focus on TTV to ensure a successful and lasting relationship with your clients. #CustomerSuccess #Onboarding #TimeToValue #SaaS #ClientSuccess

Renewals Is a Sale . It’s easy to assume that renewals are automatic—that once a customer is onboarded, the hard work is done. But anyone in Customer Success knows that’s far from the truth. Renewals are sales. And they’re some of the toughest sales to close. Why? Because by the time renewal rolls around, the customer has lived with the product. They’ve experienced the highs—but also seen the flaws. There’s no selling a dream; you’re selling a reality they already know. This is why CS deserves a seat at the table. The work we do—managing relationships, driving value, and building trust—is all about paving the way for that next “sale.” Here’s the kicker: there’s no such thing as recurring revenue. It’s earned every single time. #CustomerSuccess #Renewals #SaaS #RevenueGrowth

95% of CSMs want to become their customers' trusted advisors. But most of them are merely random vendor employees to their customers. Because they don't have the right - mindset to build relationships - data to understand customer needs - approach to drive outcomes You simply don't become a trusted advisor by - checking in once a month and sending surveys - guessing and assuming - pointing customers to generic content that does not solve their problems What you need to do instead: - start new customer engagements with a kick-off to understand customer needs - showing genuine interest in their success to build trust right from the beginning - creating customized success plans that fit their specific needs - scheduling follow-ups to ensure their progress - treating QBRs as strategic meetings to review past results, plan the next steps and get feedback - showing that you really care about their success by going the extra mile if necessary - building expertise on the job to actually give valuable advice Becoming your customers' trusted advisor has to be earned. There are no shortcuts. Act accordingly. #saas #customersuccess #customervalueledgrowth

🔍Should Customer Success Own Renewals & Expansion? There are no straight forward answers to this question. We looked at the pros & cons of sales owning this in part1 of this series. Let's look at the pros & cons for customer success: ✅ Pros:  They are naturally involved in the broader life cycle management of the customer, from on-boarding, to helping customers achieve their desired outcome through understanding their needs to ultimately securing the renewal and expansion.   ❌ Cons:  Without the right incentive structure, attracting the right CS reps who are commercially astute can be challenging thus leading to inferior business commercial outcomes. In Part 3, we'll take a look at the Pros & Cons of having Renewal Specialists and what strategy actually works best for the CUSTOMERS. Follow renewtrak for all things #renewals #saas #customersuccess

🚨 Attention all Customer Success pros! 🚨 💡 Pro Tip: It’s easy to chase shiny new strategies 🛠️, but don’t let upcoming renewals take a back seat! 🌟 Renewals aren’t just numbers—they’re proof of the value you deliver. A happy customer today = tomorrow’s best advocate. 📣 Focus on building trust, driving outcomes, and ensuring your customers stay thrilled to partner with you! 🎯 ✅ Prioritize renewals like your career depends on it (because it might!). ✅ Deliver continuous value. ✅ Build relationships that last beyond the contract. Let’s make retention the real MVP of success. 🏆 #CustomerSuccess #RenewalStrategy #RetentionMatters #CustomerExperience #CustomerRetention #CustomerSuccessManager #SaaS

THIS! So many CSM’s are great at the functional or being empathetic or the voice of the customer but feel off purpose when the discussion of commercial responsibility comes up. I would argue that there is no one better suited to identify growth (sales) opportunities for our customers than CSM’s. We will probably bear the brunt of the issues if there is a bad implementation or poor utilization so it’s in our best interest to only suggest new products that we know will benefit our customers. Let’s build strong strategic relationships with our Account Managers and lean in to the commercial “responsibility”.

Customer Success Managers are critical to sustaining long-term revenue growth. Their deep customer insights allow them to identify opportunities for upselling and cross-selling, often before sales even comes into the picture. Moreover, by fostering strong relationships, CSMs can help create customer advocates who not only drive referrals but also provide invaluable feedback for product improvements. Aligning CSMs with growth KPIs ensures they’re not just focused on retention, but on unlocking new revenue streams, making them a true growth engine for the business. #customersuccess #saas #cco 

Want to become a high-paid CSM? Stop wasting your time - Chasing support tickets - Running after customers that went dark and will never come back - Applying band-aid solutions and random tactics - Firefighting inevitable churn - Optimizing internal metrics and focus on - Understanding your customers' needs - Investing in meaningful customer relationships - Building a high quality customer success program - Eliminating all activities that are redundant - Optimizing your time distribution among your portfolio to achieve peak performance. That’s how you drive renewals, expansions, upsells, cross-sells, and referrals. And that's what you need to raise your income. PS: Sign up for my weekly newsletter if you like this post--> https://lnkd.in/dtC7MEjP #saas #customersuccess #customervalueledgrowth #netrevenueretetion

SaaS businesses that ignore retentions… Risk losing 65% of their future revenue 💰 As a subscription-based SaaS business, you cannot ignore customer retention if you want to scale. I have prepared a detailed guide on how you can increase your retention rates. 📈 Slide till the end to read about a real case study where I applied these steps to reduce churn rates by 20%. #SaaSRetention #CustomerSuccess #StartupStrategy #PricingStrategy

We from easy_CSM recommend companies to clearly differ between new-sales 🆕 and growth 📈 / renewal 🔁 activities by #accountmanagement and/ or the #customersuccess team. 💡 Tipp: Especially for customer success managers using Zendesk we offer a tool helping the CS team raising the MRR 📈 with their customers and a possibility to provide further recommended actions to improve the #healthscore 🏥 of their customers. #customersuccesstool