Onboarding Systems · Churn Reduction · Post-Sale Strategy · CS Playbooks · Revenue Retention
From the Studio
Thought leadership on onboarding, handoffs, and retention from 14+ years running post-sale for B2B SaaS teams.
Onboarding & Handoffs
There is a moment in almost every SaaS company when Sales celebrates a closed deal and Customer Success starts asking questions.
CS Operations
There is a particular kind of Customer Success team I’ve seen more than once. The CSMs are smart, experienced, proactive and genuinely care about their customers. They are the people everyone relies on when something gets complicated, and they usually find a way to make things work.
CS Operations
When Customer Success starts struggling, one of the first instincts is usually to look at the team. Do we need another CSM? Does someone need more training? Are people being proactive enough? Is Implementation moving quickly enough?
Onboarding & Handoffs
Churn and stalled expansion rarely trace back to the product. They trace back to the handoff between Sales and Customer Success, and three gaps that show up in almost every Series A/B team that has outgrown ad hoc onboarding.
Pre-Sale & Discovery
Most B2B SaaS implementations don't fail because the product didn't work. They fail because the wrong information, or none at all, was collected before the work began.
Founder's Note
Then I realized I could do that for more than one company at a time. Why I built The SaaS Post-Sale Studio after 14 years running onboarding and CS inside global startups.
I work with a small number of SaaS teams at a time, so I can go deep, stay accountable, and actually move the needle.
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