What is a Saas Customer Success? Examples and Best Practice

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SaaS Customer Success is a business strategy in the software-as-a-service (SaaS) realm that focuses on ensuring customers achieve their desired outcomes while using your products or services, thereby promoting customer retention and satisfaction.

So, one might ask, how does this strategy manifest in practice? The answer lies in the synchronization of various factors. A competent customer success manager utilizes customer success software, tools, and training to streamline customer onboarding, while also defining clear customer success KPIs. These metrics, often shaped by a well-established customer success strategy, guide customer success teams towards achieving customer success goals and addressing potential customer success challenges. The end result, if done effectively, includes increased customer satisfaction and customer retention rates, often backed by improved figures from customer success analytics. Best practices and case studies show the significant role SaaS Customer Success plays in the industry, exemplifying its importance in nurturing customer relations.

Note: Leverage Torii’s SaaS Management Platform for shadow IT visibility, automated employee onboarding/offboarding, streamlined application lifecycle, and cost/contract management, reducing daily IT tasks significantly. Learn More


Best Practices for SaaS Customer Success

  1. Define Customer Success Metrics (KPIs): Determine key performance indicators (KPIs) such as churn rate, renewal rate, and customer satisfaction (CSAT) score to measure your customer success strategy’s effectiveness. Torii SaaS Management Platform can assist with such analytics, providing insights to guide your action.
  2. Create a Customer Onboarding Process: Provide a seamless onboarding experience to steer new users towards their first successful interaction with your software. This process can be simplified and personalized with customer success software like Torii, which can automate tasks and provide a tailored approach.
  3. Assign a Customer Success Manager: Although the whole team has a role in ensuring customer success, assigning a dedicated customer success manager makes sure there’s one point of contact who understands each customer’s unique requirements and goals.
  4. Provide Customer Success Training: To empower users, offer comprehensive training materials, tutorials, and webinars. Use the Torii platform to gain insight into what users might be struggling with and tailor your training materials accordingly.
  5. Enable Customer Success Automation: Use tools like Torii to automate repetitive tasks such as reminders, alerts, and reporting, freeing up your team to focus on strategic direction and customer relationships.
  6. Implement a Customer Retention Strategy: Prioritize customer satisfaction to increase customers’ lifetime value. Monitor user activity with customer success tools to identify retention risks and intervene before customers churn.
  7. Constantly Refine your Customer Success Strategy: Collect and analyze feedback to continuously improve your service. Use customer success analytics provided by Torii to understand patterns, trends and areas for improvement.
  8. Provide Access to Customer Success Tools: Make sure your customers have access to self-service portals, knowledge bases, and other support tools to solve minor issues independently and gain confidence in using your software.
  9. Leverage Customer Success Case Studies: Showcase success stories of your satisfied customers to boost credibility and to learn best practices.
  10. Establish Customer Success Goals: Align your team’s efforts around specific, measurable customer success goals such as improving CSAT scores, reducing churn rates, or increasing upsells.

In these steps, Torii SaaS Management Platform proves a useful ally. Its capability to discover Shadow IT, automate SaaS operations, and monitor expenses helps in managing customer success more efficiently. Its customization features also allow IT professionals to build plugins and integrations catered to specific needs – aligning technology and strategy for better outcomes.

Tools for Success: SaaS Customer Success

  • Torii: AI-powered SaaS Management Platform for IT.
  • Gainsight: Customer Success Management software.
  • ChurnZero: Customer Success software with real-time insights.
  • UserIQ: Customer Success platform with in-app engagement tools.

Going Deeper: Related Terms

Saas Customer Success is a vast topic, but here are five essential terms to get you started:

  • Customer Churn: The rate at which customers stop using a Saas product or service. High churn is a red flag that could indicate issues with customer success.
  • Customer Retention: The ability to keep customers over a specified period. High retention is a good sign that indicates the effectiveness of customer success efforts.
  • Onboarding: The process of introducing and familiarizing new customers with a Saas product or service to ensure a smooth start and early success.
  • Upselling: The practice of convincing existing customers to upgrade or purchase additional features or services.
  • Renewal: The act of extending a customer’s contract or subscription for another period. Successful customer success efforts increase renewal rates.

Ready to dive deeper into the world of Saas Customer Success? Check out our full glossary directory at https://www.toriihq.com/glossary.

Frequently Asked Questions

Q: What is SaaS customer success?

A: SaaS customer success refers to a strategy and process aimed at ensuring that customers achieve their desired outcomes with a software-as-a-service (SaaS) product.

Q: Why is SaaS customer success important?

A: SaaS customer success is important as it helps to increase customer satisfaction, promote product adoption, and drive customer retention and loyalty.

Q: What does a SaaS customer success manager do?

A: A SaaS customer success manager is responsible for building strong relationships with customers, understanding their needs, and helping them achieve their desired outcomes with the SaaS product.

Q: How does SaaS customer success differ from customer support?

A: SaaS customer success focuses on proactively helping customers achieve success, while customer support is reactive and primarily addresses technical issues and troubleshooting.

Q: What are some key metrics used in SaaS customer success?

A: Some key metrics used in SaaS customer success include customer churn rate, net promoter score (NPS), customer lifetime value (CLTV), and product usage data.

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