Customer success: The key to unlocking profit potential

Customer success
Suprej Venkat Mar 17, 2023

Customer success is much more popular today than two years ago. In SaaS companies, the role of customer success is more significant than it has ever been. Not to mention, they now hold the dignified position of “Customer Success Manager” within SaaS companies.

In today’s highly competitive market, businesses are constantly looking for ways to stand out from the crowd and differentiate themselves from their competitors. One way to do this is by providing exceptional customer service and support, which is where Customer Success comes in.

Customer Success is a relatively new concept in the business world, but it has quickly become a crucial component of many successful companies, especially in the SaaS industry.

In simple terms, customer success is the process of ensuring that customers achieve their desired outcomes while using your product or service.

In SaaS companies, where customers pay for a subscription-based service, ensuring their success is critical to the company’s profitability. The role of the Customer Success Manager (CSM) has become increasingly important as they are responsible for ensuring that customers are satisfied with the product or service, renew their subscriptions, and become advocates for the brand.

Why is Customer Success Important?

Customer Success is not just about making customers happy; it’s about ensuring that they achieve their desired outcomes. By focusing on the success of your customers, you are more likely to retain them, reduce churn, and increase customer lifetime value (CLTV).

According to a study by the Harvard Business Review, increasing customer retention rates by just 5% can increase profits by up to 95%. Additionally, it’s five times more expensive to acquire a new customer than to retain an existing one. Therefore, investing in Customer Success is a cost-effective way to drive profitability.

Cost center vs Profit center

In the past, customer success services were commonly perceived as a cost center. Despite the critical role they played in fighting churn, many stakeholders struggled to view them as anything more than an additional cost. Moreover, customer success teams were solely responsible for retaining customers, and losing them was seen as a failure on their part.

However, as the SaaS industry evolved in the 1990s, customer subscriptions became the driving force behind revenue operations. This led to a realization that customer success is not just a cost center but a profit center, as long as customers derive value from the product or service.

As a result, companies started to see customer success as a critical factor in driving profitability. They began to invest in the necessary resources and tools to ensure that customers were successful with their product or service. This shift in mindset allowed businesses to view customer success teams as revenue sources and not just as a cost center.

How to Build a Successful Customer Success Program

Building a successful Customer Success program requires a deep understanding of your customers and their needs. Here are some steps to help you build an effective Customer Success program:

1. Define Success:

The first step is to define what success looks like for your customers. This could be achieving a specific goal, such as increasing revenue or reducing churn.

2. Set Goals:

Once you have defined what success looks like, you need to set goals for your Customer Success program. These goals should align with your business objectives and be measurable.

3. Hire the Right People:

Hiring the right people for your Customer Success team is critical. Look for individuals who are empathetic, proactive, and have a strong understanding of your product or service.

4. Provide Training and Resources:

Your Customer Success team should have access to the necessary training and resources to be successful. This includes product training, customer service training, and access to the customer data.

5. Use Data to Drive Decisions:

Data should be at the heart of your Customer Success program. Use customer data to identify trends and patterns, and make data-driven decisions to improve the customer experience.

6. Continuously Improve:

A successful Customer Success program is not a one-time initiative; it’s an ongoing process. Continuously gather feedback from your customers, analyze the data, and make improvements to the program.

Revolutionizing Customer Success: CS 2.0 Turns Support into a Profit Center

Welcome to CS 2.0, where customer success is no longer seen as a cost center, but rather a revenue driver. To achieve profitable customer success, we must focus on delivering services that improve value and bridge value gaps. Our objectives are simple: onboarding, retention, and expansion. By achieving these goals, we help customers reach their desired outcomes, which in turn increases their customer lifetime value (CLV).

To measure the success of your efforts, we must focus on key customer success metrics such as:

  1. expansion revenue,
  2. monthly recurring revenue (MRR),
  3. onboarding revenue, and
  4. recurring revenue.

A one percent increase in these metrics can make a significant difference over time, further highlighting the importance of customer success.

To make CS a profit center, we must focus on product adoption and improving the product experience. The key to delivering success via CS is increasing customers’ return on investment (ROI) and sustaining effective adoption. This requires ensuring that customers are capable of taking action and driving adoption accordingly.

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It’s also important for CSM executives to be equipped with product knowledge to help customers succeed. Customer success is a company-wide responsibility, and proper preparation is vital to helping customers find value in our product.

  • Segmenting the customers based on their needs is another way to transform CS from a cost center to a profit center. Since 80 percent of our revenue can come from 20 percent of our existing customers, taking care of them is vital
  • Multiple touchpoints with customers are crucial in CS 2.0. With professional automated touchpoint tools, CS teams can ensure that customers are getting the value they need to reach their desired outcomes.
  • Marketing teams must also be involved in our customer success efforts to keep the transition from learning about a product to using it seamless. It’s essential that everyone is on the same page about the value we provide to customers.
  • Sales and CS teams must work together to address problems and expectations, enabling CS teams to upsell and cross-sell effectively.
  • Advocacy activities help drive customer success and growth. By generating revenue from advocacy, we bring community awareness, and our customers will use our product again and even recommend it to others, increasing our net promoter score (NPS).


In today’s business landscape, Customer Success is no longer a nice-to-have; it’s a necessity. By focusing on the success of your customers, you can unlock the profit potential of your business. Building a successful Customer Success program takes time and effort, but the rewards are well worth it. By retaining customers, reducing churn, and increasing customer lifetime value, you can drive profitability and achieve long-term success.

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