Churn is the silent killer of SaaS growth. You can invest heavily in marketing, generate high-quality leads, and close impressive deals — but if customers leave within the first 30–90 days, growth becomes an illusion. The real growth engine in SaaS isn’t just acquisition. It’s retention. And retention begins with onboarding. This is why great […]
How Great Onboarding Reduces Churn Read More »
Introduction: Why Good Support Agents Still Feel Stuck in Their Careers I’ve spent years working inside a SaaS event ticketing platform, supporting event organizers who use software to sell tickets to their ticket buyers. I’ve seen brilliant support agents: And still struggle to grow. Not because they lacked skill—but because no one taught them the
Customer Lifecycle for Support Agents: The Part Nobody Tells Support Agents Read More »
In today’s competitive SaaS landscape, Customer Success is no longer a support function—it’s a revenue-driving, retention-focused, strategic powerhouse. Yet, many SaaS companies struggle to hire “ready-made” Customer Success Managers (CSMs) from the market. The truth is, the fastest, most scalable and sustainable way to win is to build CSM talent internally. When you build CSM
Why SaaS Leaders Must Build CSM Talent Internally Read More »
Five years ago, Rahul was a normal customer support agent in a mid-sized SaaS company. His day revolved around answering tickets, resolving bugs, and apologizing for delays. He was good at support—but he had no Customer Success Manager skills. He didn’t understand renewals.He didn’t know how to talk about business outcomes.He never joined customer calls
10 Skills Every Aspiring Customer Success Manager Needs And How to Master Them Read More »
In the SaaS world, two teams directly influence customer satisfaction, retention, and lifetime value: Customer Support and Customer Success. While the titles sound similar, their responsibilities, strategies, and objectives are fundamentally different. And understanding these differences can reshape how you build teams, measure performance, and grow your customer base. Whether you’re a support agent, team
Customer Success vs Customer Support: What’s the Real Difference? Read More »
In every SaaS company, one discussion keeps resurfacing:“Where do we find truly great Customer Success Managers?” Most companies immediately start searching externally—hiring from competitors, hunting for people with “CSM” titles, or paying a premium for talent that still needs months of product and customer learning. But the truth is surprising… The best future Customer Success
Why Support Agents Are the Best Future Customer Success Managers Read More »
Many talented customer support agents feel stuck in their careers. They spend years handling tickets, resolving issues, and providing reactive service—but rarely get the opportunity to grow into strategic roles. Meanwhile, companies are increasingly investing in Customer Success Managers (CSMs) who drive customer retention, adoption, and revenue expansion. The good news? If you’re a support
From Support Agent to Customer Success Manager: A Career Roadmap Read More »
“What does a Customer Success Manager do?” In the fast-evolving world of SaaS and subscription-based businesses, Customer Success Managers (CSMs) have become the secret weapon behind customer retention, growth, and long-term satisfaction. But despite the rising demand for this role, many still ask: In this blog, we’ll unpack the CSM role in-depth, covering responsibilities,
What Does a Customer Success Manager Do? Read More »
