Mode operated without an experienced customer success leader for six years
Derek Steer · Can Mode Beat Looker? 140% Net Dollar Retention and 600+ Customers Say Yes! · Oct 18, 2021 · at 17:18
Derek Steer explains how natural organic product virality allowed Mode to delay building a customer success team until six years into the company's eight-year history.
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“Like we introduced customer success as a department very late in mode's lifetime. And in fact, the old, the first true customer success leader who actually had customer success experience has been at the company for two years.”
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