Jason M. LemkinCEO, SaaStr · Co-Founder of SaaStr AI, SaaStr Fund, Adobe Sign

Maximizing Customer Success: The Key to Seamless Deals and Long-Term Growth

30 Jan 2024 · 0 min

Watch on YouTube

0:28

This YouTube excerpt features Jason M. Lemkin advising that customer success (CS) should be integrated early in deals and that the entire customer lifecycle—from first touch through year 10—must be seamless. He emphasizes overlapping KPIs and incentive structures, close partnership between CS and sales, and avoiding silos or friction between teams.

When is customer success brought into a deal? Are they brought into deals before it closes? You've just got to make sure that the the process from first touch to year 10 is as seamless as possible. Make sure your KPIs are overlapped. Make sure your goals are up. Make sure your your incentive structures are overlapped. Okay? Make sure that CS and sales are partners. And are they partners? Are they working closely together? Is there friction? Or are they too siloed and there's a million tweaks you can do?