Customer Success for the C-Suite – Why Churn Matters
You Mon is the founder and CEO of ChurnZero, which helps subscription businesses fight churn with a real-time Customer Success platform. Before ChurnZero, he was the CMO of Vocus (now Cision) and CEO of its marketing automation business unit, OutMarket.
He is a serial entrepreneur, having founded four software companies, including ChurnZero, Biz360, and Engine140.
Other than your culture and leadership, the number one enemy against scaling your SaaS business is churn. More now than ever it is imperative that corporate leaders set a high standard in their commitment to Customer Success.
You can see a 6%+ increase in net retention rate if you have a customer success leader.
Success vs Support vs Account Management = Proactive vs Reactive vs Scheduled.
Onboarding is crucial for retention - create a plan for ‘stuck’ customers.
A simple health score on your account is better than none - use whatever data you have access to and track it. (Subjective & objective and internal & external data)
The bigger the company, the more complex a CS leader role. Ensure you hire the right person to handle your customer base.