What Is Customer Success?
The short answer: treating SaaS customers so they want to continue being a customer. SaaS businesses have an interesting advantage over brick and mortar companies. Software doesn’t have physical costs and digital distribution is straightforward. Margins on SaaS software, particularly on subscription-based software, are great. Customer Success is a new domain that emerged from the SaaS world in reaction to the scale and simplicity of the SaaS business model. Yes, you can sell software to a million people, but if that’s as far as your thought process goes you are in for some nasty surprises.