In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn.
The first employee we hired after raising money this year was our customer success advisor, Shareil Nariman. And he’s who wrote this guide which is fully published on the site. Just a small way we hoped to use the benefit of having funding to give back to the community.
Let us know if there’s stuff you think we missed!
You are right about its importance, of course, but why do you say it is overlooked and underfunded? Almost everyone I know acknowledges that it is critical to success, and it get serious focus.
We looked at Clearbit's and Productboard's ebooks, frankly. And then we worked with a designer on the PDF itself: http://nonfik.com/studio
There's tons of useful information (fully available on the website, no need to download) for anybody who's building / working with a customer success team for the first time, which is much of the audience on HN.
And yes, our "marketing" is trying to be generous with our knowledge and experience. That doesn't mean it isn't useful.
I did not read the guide, but did read the titles and summary info looking for the section that outlines the solution to the problem that is presented. It was not there. If it was, none of the titles indicated that it was. Given how nicely the guide is presented, I'm confident that the answer is not there. No need to read the guide.
Thanks for the feedback about that chapter, will dive in and see if we can try to make the answer more clear!
https://attachments.convertkitcdnn.com/112815/c7859eeb-b6f1-...
(ps: my apologies to the arrows co-founder who I see is in the comments)
edit: I'm curious why this was downvoted? it's a more direct link to the same source and saves the users time. instead of being linked to a marketing funnel.
