Customer Success for All
Leading subscription-based businesses fuel growth with Customer Success.
What is Customer Success?
The goal of Customer Success is to help customers realize the value they expect from your product or service.
Delivering value.
Customer Success Managers seek to enable desired outcomes for their customers. Successful outcomes are the main drivers of customer renewal and expansion.
Maximizing retention.
There is a strong economic case for Customer Success since the cost of acquiring new customers is several times what it costs to retain existing ones. In fact, reducing monthly churn by as little as 5% can result in 50% more revenue in just five years.
Enabling growth.
Healthy customer retention also leads to more upsell and cross-sell opportunities, increasing a company’s ability to expand relationships with existing customers over time. Upsells or cross-sells from successful customers can offset and even surpass revenue losses from customers that churn.
By reducing churn and increasing expansion revenue, Customer Success teams can maximize Customer Lifetime Value — the key metric for SaaS growth and profitability.
Customer Success is Different
Unlike Customer Support or traditional Sales models, Customer Success Management aims to deliver long-term strategic value for customers.
 CUSTOMER SUCCESS | vs. |  CUSTOMER SUPPORT |
|---|---|---|
| Proactively monitors customer health and behavior. | Reacts to ad-hoc issues, often in fire-fighting mode. | |
| Actively manages customer lifecycle and adds ongoing value. | Primarily focused on resolving individual product issues. | |
| Drives strategic initiatives to maximize product adoption and advocacy. | Drives short-term tasks to address immediate requests and concerns. | |
| Growth driver. | Cost center. |
CUSTOMER SUCCESS | vs. |  TRADITIONAL SALES |
|---|---|---|
| Focused on existing account growth. | Focused on account acquisition. | |
| Focused on seamless renewals. | Actively manages new deal flow. | |
| Manages onboarding and long-term account health. | Driven by monthly and quarterly sales targets. | |
| Revenue farmer. | Revenue hunter. |
Customer Success is Proactive
Customer Success Management is a shift in the way that businesses value and invest in the success of their customers.
Traditional roles are reactive.
Customer Service and Support departments mostly react to issues from frustrated customers. These roles are disconnected from the customer’s overall goals and expectations; their focus is solely on fixing a problem or resolving a ticket.
As a result, underlying customer issues can fester before they’re given attention, by which time it’s often too late.
CSMs are proactive.
Rather than waiting for customers to voice their concerns, Customer Success Managers actively monitor accounts and reach out at the first sign of trouble. CSMs partner with customers to ensure they continuously receive expected value, which benefits both customer and vendor in the long-term.
And in order to scale, CSMs monitor leading indicators that help prioritize customers who need their attention the most.
Natero lets us understand when customers need a bit of coaxing, when they are using our product well, and when we should explore advocacy opportunities.
— Margo Cleveland
How We Help Customer Success Teams
Subscription-based businesses need to maximize customer lifetime value to be profitable and succeed. With new customer acquisition costs far exceeding the cost to retain existing customers, it’s imperative to maximize retention and increase account expansion.
With an intuitive workflow, predictive alerting, and a comprehensive view of customer health, Natero empowers CSMs to deliver value for their customers and business.
In short, Natero helps you focus on the accounts that need your attention the most.
- Get proactive alerts about churn, upcoming renewals, or expansion opportunities.
- Manage your customer journey to ensure accounts are setup for success.
- Understand how customers use your product to help them receive the most value.
Maximize Customer Lifetime Value
Reduce Churn / Improve Renewal Rates
Increase Upsells and Expansion
Target Customers Likely to Convert
Optimize Product Adoption and Engagement
Improve CSM Team Productivity
How We Help Your Entire Organization
Natero provides actionable customer insights throughout your organization.
Executive Team
Integrate your product and back office systems for easy access to rich customer information – all in one place.
- Stay on top of critical business trends.
- See product usage, account health, financials.
- Create up-to-date custom dashboards.
Product Team
Capture detailed product usage data to better understand how customers use your SaaS application.
- Understand feature value and stickiness.
- Analyze product activity by users or accounts.
- Compare different customer segments.
Sales Team
Identify new opportunities at existing accounts and continuously improve the definition of your ideal customer profile.
- Target trials that are most likely to convert.
- Identify accounts that are ready to upgrade.
- Develop better customer personas.
Support Team
Deliver a better customer experience by empowering front-line reps with actionable customer intelligence.
- Prioritize tickets based on key customer data.
- Enhance your indicators for issue escalation.
- Improve post-sale coordination.
Calculate Your Return on Investment
Explore the impact of Customer Success technology on your business.
Request a Demo
See how Natero can provide insights for your entire organization.
Are you ready for data-driven success? You’ll be in good company.
eBook
Data-Driven Customer Success Management
Read how a new generation of purpose-built CSM solutions now allow you to automate the collection of key customer data, predict at-risk accounts, and operationalize your customer retention activities.
eBook
Applying Analytics to Customer Success
Customer Success Managers need data-driven tools to analyze and drive customer behavior. Learn how customer analytics help CSM teams improve their products and internal workflows.
Survey Results
Customer Success Roles and Metrics
More than one hundred CSMs revealed insights about their roles and key metrics. We asked Mikael Blaisdell, Executive Director of the Customer Success Association, to comment on the results.