Mooney: In vertical SaaS, product, sales, and support must replace customer success
Marchelle Mooney · 10 Ways Sales is Different in Vertical SaaS with Mangomint's VP of Sales · Jan 14, 2025 · at 30:25
Marcelle Mooney, VP of Sales at Mangomint, explains why vertical SaaS companies should eliminate dedicated customer success teams in favor of product-led retention and real-time live support.
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“So the like simple framework here is that the product owns success. So this means that It should be so aligned and so good with your verticals needs that it doesn't need translation and it doesn't need somebody to come back in and say, Hey, we noticed you're not using it. And that's probably why it's not working for you because honestly with our customer, like by then it's too late. It's done. Sales has to own the reality. Making sure that they understand how the product delivers the value for their vertical, their sub vertical, and then live support owns the problems.”
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