Unsure of how to run Customer Support in your SaaS startup? Here's everything you need to know.

1. Brought to you by
The Secret to Customer Success in Startups
SaaS Customer Success
Brought to you by Gerry Claps (@gclaps)
VP Customer Success

2. What is Customer Success?1
“ensure your customers… continually and
increasingly receive value from your product over
the course of their lifetime as a customer.”
— Lincoln Murphy

3. The ‘Goal’ of Customer Success2

4. The 3 Core Topics of Customer Success3
1. Onboarding
2. Support
3. Up-Sales/renewals
Source: What Does “Customer Success” Mean For SaaS Startups?
- Trak.io

5. Onboarding Strategies4
1. Social login
2. Required tutorial
3. Clear path to completion
4. Generate early value for the user
5. Progressive profiling
6. Opportunity to upgrade
7. Automagical registration
Source: Onboarding New Users Is Harder Than You Think -
Intercom

6. Be Timely!5

7. Build Rapport6

8. Learn from Cancelations7
When a customer cancels a plan (and it’s guaranteed that
some will), simply ask them why - you’ll be surprised with
what you learn.

9. Example Customer Success ‘Stack’8
1. Intercom — live customer chat / analysis
2. Hangouts / Skype — voice and video calling
3. Notify — social media brand monitoring
4. Slack — team communication
5. Mailchimp — drip campaigns
6. Gmail — email client

10. Superpower your customers9
If all you do is this, you won’t fail.

11. Thank you for reading!
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