Customer Success for All

Leading subscription-based businesses fuel growth with Customer Success.

What is Customer Success?

The goal of Customer Success Management is to help customers realize the value they expect from your product or service.

Delivering value.

First and foremost, 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 icon
CUSTOMER SUCCESS
vs.Customer Support icon
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 icon
CUSTOMER SUCCESS
vs.Traditional sales icon
TRADITIONAL SALES
Focused on existing account growth.Concerned with 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 Customer 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.

Underlying customer issues can fester for weeks or months before they’re given attention, by which time it is 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 identify and prioritize the customers that need their attention the most.

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.

Natero lets Customer Success Managers focus their attention on the accounts that need it 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 so you can help them receive the most value.
Maximize Customer Lifetime Value

Maximize Customer Lifetime Value

Reduce Churn and Improve Customer Retention

Reduce Churn / Improve Renewal Rates

Customer Success Helps Increase Upsells and Cross-Sells

Increase Upsells and Expansion

Target Trial Conversions

Target Customers Likely to Convert

Optimize Customer Engagement

Optimize Product Adoption and Engagement

Improve Customer Success Productivity

Improve CSM Team Productivity

EXPLORE OUR PLATFORM

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.
  • Track 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 ripe for an upgrade.
  • Develop better customer personas.
Customer Success Tools

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 coordination of post-sale services.

Calculate Your Return on Investment

Explore the impact of Customer Success technology on your business.

Current business metrics
Estimated results with Natero

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.

Innovative Customer Success Teams Run on Natero's Software
Customer Success Management eBook

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.

Customer Success Analytics eBook

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.

Customer Success Survey Results

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.