CS Team
topic on 3 shows · 6 statements across 5 episodes
In Depth 
the Official SaaStr Podcast 
20VC
6 statements about CS Team, every show
Figma operates without a traditional customer success team, says CRO Boscanian
“We don't actually have a traditional CS team.”
Berner: Scaling past a dozen CSMs creates product coordination bottlenecks
“As the team grows, you sort of end up with sort of a coordination problem where not every product manager can speak with every CS rep, especially when you know, you have a dozen, maybe 15, you know, reps on the CS side and only a handful of product managers. A…”
Berner: Tying CS comp to renewal quotas neglects product adoption
“The thing that I think companies get tripped up by is when you put a significant amount of comp against a renewals or expansion quota, that is going to drive behavior. And if you want your teams only focused on getting the renewal across the line, that is wher…”
Goldberg: Integrate Customer Success into pre-sales to build buyer confidence
“You have to bring the CS team into the selling process.”
Lemkin: Customer success teams must be deep product experts up to $20M ARR
“Usually, even up to twenty million in ARR, your CS team have to be product savants.”