GitHub Prioritized Professional Services Early, While Notion Focused on CSMs
Erica Anderson · How to Build a World-Class Customer Success Org: Lessons from Notion's CRO and GitHub's VP of CS · Feb 5, 2025 · at 5:04
Erica Anderson, CRO of Notion and former GitHub leader, explains why GitHub and Notion structured their post-sales and customer success teams differently at the start.
0:00 / 0:29exact quote · 29.4s
▶ Watch the full episode on YouTube → 720p mp4 · rendered on demand · StarZero watermark
“At GitHub, as I mentioned, the big need was how do you get people onto a software development platform, and that's why professional services was the orientation at the start. At Notion support, obviously, like technical support was an underpinning, but customer success was early because Notion is a wonderful product, but there is a learning curve and how you onboard customers the product and actually hands-on support from a customer success management perspective was really important.”
quote is from the automated transcript, cleaned for reading: filler sounds and stutters are removed, nothing is rephrased. names can be misheard (the analysis reads context, assessments check outside sources). how →
More from Erica Anderson
Notion Targets Spending 3.9% of ARR on Customer Support
“Customer experience, for example, at Notion, which is the support organization, we track that month by month, right? And right now our goal is 3.9% of ARR, for example”
GitHub Operates Functionally While Notion Uses Pod and GM Structures
“So, you know, for example, at GitHub, it was a functional structure. Yep. Still is. Still, it still is. Yes. At Notion for, in a pod structure and a GM structure, I think it's dependent on your, where you're at in terms of growth.”