At SaaS companies (or really any kind of company), processes at their best are efficient, dynamic and easy to understand. At their worst, processes create a bureaucratic maze that drive you crazy and provoke you to throw your hands up in disbelief that something so incredibly convoluted is preventing you from doing your job well. There’s a balance to be struck. With Customer Success how do you create enough boundaries to foster productivity but not too much to where it stifles ingenuity?
One of the most critical events in the customer lifecycle can plague customer success organizations with inefficiencies and confusion - customer renewals. My good friend, Cam Sheak, Customer Success Manager at Kapost, and I focus on this issue as Cam explains his thought process around creating an effective renewal process. As one of the most talented Customer Success Managers I’ve worked with, Cam demonstrates his understanding of the complexity of dependencies in hammering down processes that work and win.
Check out the supplemental piece on LinkedIn as well!