Hey, how’s it going? My name’s Johnson. Where do I start? I live in Melbourne, Australia. Got a couple kids.
After 5+ years in big corp, I took the leap of faith into start up life and I haven’t looked back. The role: Customer Success Manager, otherwise known as a CSM.
I started this blog because I wanted to share what I knew about keeping customers happy so that they don’t churn. Specifically, I wanted to focus on SaaS tech start ups. The reason? My experience with big companies is that they can sometimes lose their way and not make the customer the focus of their business. This creates opportunity for start ups to step in and win the hearts and minds of the customer.
That’s only the first step, though. Making sure that they themselves don’t neglect the customer can be tricky. It hurts a lot more losing a customer when you’re a start up. Not only is it the loss of significant revenue, but when you’re trying to stake your territory in the marketplace, having paying customers is the ultimate validation. Losing that marquee customer means losing social proof, losing potential referrals and loss of faith from investors, who might be difference between keeping the lights on and the death of a dream.
I’m by no means an expert, but I’m trying to keep learning and growing as a CSM. They say that the best way to learn is to teach, so my goal is to share my experiences here in this blog as if I’m talking to a founder, fellow CSM or someone interested in going into tech. If you’re able to even pick up one thing from one of my pieces that helps you tackle a tricky scenario with an even trickier client, I’d consider it a great success.
Hope to see you in the comments!