Mastering post-sale success in SaaS with Chiraag Kapoor, Principal @Radian Capital
Episode description
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo welcome Chiraag Kapoor from Radian Capital to discuss the importance of post-sale metrics in SaaS businesses. They explore key metrics such as retention, bookings, and ARR, emphasizing the need for customer success teams to understand their impact on overall business health.
The conversation also highlights the significance of creating an exceptional customer experience and driving down time to value during onboarding.
Takeaways
Retention is crucial for every part of the business.
Customer success teams must tie their actions to core metrics.
A seamless handoff from sales to customer success is vital.
Creating a positive onboarding experience is essential for retention.
Defining what 'value' means for customers is key to success.
Understanding customer needs leads to better retention strategies.
Experimentation is necessary to find the right onboarding balance.
Connecting software usage to business outcomes is essential.
Time to value can be reduced with effective onboarding.
Balancing tech touch and human touch enhances onboarding.
User adoption should be treated as an ongoing process.
Continuous education can drive expansion opportunities.
CSMs should focus on identifying value-driving activities.
Content
00:00 Intro
03:20 Key Metrics for Post-Sale Success
12:13 Creating an Amazing Customer Experience
19:03 Driving Down Time to Value
23:47 Driving Value Through Onboarding
25:44 Connecting User Actions to Business Outcomes
27:45 Enhancing Onboarding Throughput
30:34 Balancing Technical and User Enablement
32:32 Maintaining User Adoption
35:36 Continuous Education for Expansion
38:43 Taking Action for Customer Success
45:12 Starting Small for Big Changes
Resources
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred