Customer Success: The Best Kept Secret Of Hyper-Growth Startups


Alex McClafferty, CONTRIBUTOR  I cover Customer Success, customer support and SaaS.    OOpinions expressed by Forbes Contributors are their own


“Customer success is where 90% of the revenue is,” said Jason Lemkin at the 2015 GainsightPulse conference.

Lemkin, now managing director of Storm Ventures and software as a service (SaaS) maven at SaaStr, speaks from first-hand experience. Before venture capital, Jason grew EchoSign from zero to one hundred million dollars in annual recurring revenue and heavily invested in customer success throughout his journey.

The term customer success may sound like a new Silicon Valley buzzword, but to SaaS pioneers such as Lemkin and companies such as Box and Atlassian, customer success can be the difference between failure and hyper-growth.

I interviewed SaaS expert and Gainsight Customer Success Evangelist, Lincoln Murphy, to cover the subject of customer success in depth. In this post, we define the term customer success, showcase three hyper-growth startups who are leading the way in customer success, and explain how you can apply these principles to your business...

Customer Success