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You should read this if You’re building a B2B SaaS business looking to scale and eventually exit You’re interested in tips on how to drive revenue growth, optimize sales, and reduce churn You’re interesting in learning from the experiences of a team that sold their company for $519m tldr At scale, almost all revenue growth comes from retention, expansion, and price increases.

Congratulations on reaching the milestone of hiring your first Customer Success Manager (CSM)! This marks an inflection point not just for customer experience at your company, but also revenue growth.

The tides are changing for Customer Success. For years, many companies viewed CS as a soft function - a feel-good team that makes customers happy.

As a startup CEO, you’re no stranger to juggling numerous tasks and responsibilities. To make your life easier and improve your startup’s performance, it’s crucial to create leverage wherever you can.

By the time a customer reaches your operational teams, A LOT has happened. They’ve exchanged countless emails, virtual meetings, and other communications.

“You’ve got to start with the customer experience and work back towards the technology, not the other way around.”