The Customer Success movement has taken the SaaS industry by storm, even requiring an updated SaaS Business Model definition.

But what exactly is Customer Success? Is it an organizational mindset? Is it a corporate strategy? Is it a set of tactics designed to produce happy, successful customers that in turn creates success for you, the SaaS vendor?

The answer is… all of the above.

In this guide I’ve enumerated 17 key elements of Customer Success for SaaS companies. I hope it helps you reach your goals.


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