SaaS Customer Success: Strategies, Key Metrics and Software


Senior Writer:

green tickReading Time: 10 Minutes
green tickPublished : March 28, 2023

The success of any business depends on how its customers perceive the brand. For a SaaS company, customer success is important as it contributes towards higher retention and increased referrals.

This blog provides complete insight into the importance of customer success for SaaS companies, its strategies, best practices, and different customer success tools.

What is Customer Success in SaaS?

The term “customer success” in SaaS (Software as a Service) is used to describe the process of ensuring that users of the software achieve their desired results. It is a proactive strategy that emphasizes forging lasting bonds with clients and assisting them in achieving their objectives.

Customer success in SaaSsource

Customers pay a subscription charge to use the software on an ongoing basis in a SaaS business model. The success of the customer is crucial to the success of the company since it helps to lower churn and raise customer retention. Therefore, ensuring that consumers are happy with the program and get the results they want is the main objective.

Why is Customer Success Important for SaaS Companies?

Client success is essential for SaaS (Software as a Service) businesses since it directly affects their expansion, customer retention, and income. 

Customers in a SaaS model pay a subscription fee for continuing software access; therefore, their happiness and improved performance are essential to the business’s success.

For SaaS businesses, client success is crucial for the following reasons:

  • Retention

Customers must succeed in order to be kept, and doing so is essential for SaaS businesses. Customers are likely to cancel their memberships if they are not getting the results they were hoping for, which will result in lost sales and unfavorable reviews.

  • Referrals

Content customers are more likely to recommend any software or platform to friends and coworkers, which can bring in new clients for the company.

  • Revenue

A SaaS company’s revenue increases because satisfied consumers are more likely to upgrade to higher-tier plans or buy extra goods and services.

  • Differentiation

Customer success can set apart a SaaS company from its rivals in a field that is very competitive. Customers are more likely to be attracted to and stay with businesses that value their success and offer top-notch customer service.

  • Product development

SaaS organizations may create better products and services that support client objectives by knowing their wants and challenges. This improves customer satisfaction and retention.

Best Customer Success Strategies for SaaS

To ensure that your company receives high customer success, you need to implement effective strategies for your SaaS business.

1. Interactive walkthroughs

Interactive walkthroughs are an effective way to onboard new customers by showing them how to use your software. By guiding users through your product’s key features and functionalities, you can reduce friction and increase engagement, leading to higher customer satisfaction.

2. Helpful resources

Providing helpful resources such as knowledge bases, FAQs, and tutorial videos can empower customers to solve their problems independently. This can reduce the number of support tickets and improve the overall customer experience. By providing informational resources on your website, your customer success teams can focus more on urgent queries.

3. Self-support systems

Self-support systems like chatbots, automated emails, and in-app messaging can provide customers with quick and convenient assistance. By addressing common queries and issues, these systems can reduce the workload on your support team while still delivering a high level of customer service.

4. Secondary onboarding 

Secondary onboarding is a way to engage with existing customers and ensure that they are getting the most value from your software. By sending personalized emails or conducting check-ins, you can proactively identify and address issues before they become bigger problems.

5. Data-driven decisions

Using data to inform your customer success strategies can help you make informed decisions and optimize your approach over time. By analyzing customer behavior and feedback, you can identify patterns, trends, and areas for improvement, leading to higher customer satisfaction and retention.

Therefore, a comprehensive customer success strategy should incorporate a mix of these tactics and others tailored to your specific business needs and goals.

5 Key SaaS Customer Success Metrics and KPIs

You can utilize different KPIs and metrics to gauge the effectiveness of your customer success strategies. Below are the main KPIs that you can use to analyze the effectiveness of your strategies.

1. Net Promoter Score

The Net Promoter Score (NPS) is a widely used customer satisfaction metric that measures how likely customers are to recommend your product or service to others. It’s a simple survey that asks customers to rate their likelihood of recommending your product or service on a scale of 0-10. 

NPS surveySource

Based on their response, customers are classified into three categories: Promoters (9-10), Passives (7-8), and Detractors (0-6). To calculate your NPS, subtract the percentage of Detractors from the percentage of Promoters.

NPS is a powerful customer success metric as it measures customer loyalty and advocacy. A high NPS score indicates that your customers are satisfied with your product and are likely to recommend it to others. Tracking your NPS over time can help you identify trends and make improvements to your customer success strategy.

2. Churn Rate

Churn rate measures the percentage of customers who cancel their subscription or do not renew it after the initial term. Churn rate is a critical SaaS customer success metric as it directly affects revenue growth.

churn rate Source link

Reducing churn is key to increasing customer lifetime value (LTV) and improving business performance. To calculate the churn rate, divide the number of customers lost during a given period by the total number of customers at the beginning of that period.

3. Customer Stickiness Score

Consumer involvement and loyalty are calculated by the customer stickiness score. It considers a number of variables, including product usage, uptake of new features, and contact with customer service. Customers who are more engaged with your product and are more likely to renew their subscriptions have higher customer stickiness scores.

4. Customer Lifetime Value

Customer Lifetime Value (LTV) measures the total amount of revenue a customer generates during their entire time as a customer. LTV is an important SaaS customer success metric as it helps you understand the value of each customer to your business.

customer lifetime value Source 

It can help you identify which customers are most profitable and which ones require more attention. To calculate LTV, multiply the average revenue per customer by the average customer lifespan.

5. Customer Engagement Score

The customer engagement score calculates how involved customers are with your offering. It considers elements including product utilization volume, time spent using it, and communications with customer service. 

A high customer engagement score shows that your consumers are satisfied with your offering and are more likely to continue using your subscription service.

By monitoring these five crucial SaaS customer success indicators and KPIs, you can assess the effectiveness of your customer success plan and make data-driven decisions to raise customer retention, revenue, and satisfaction.

7 SaaS Customer Success Best Practices

Customer success is essential for SaaS companies to build a loyal customer base and achieve long-term success. Here are some best practices for SaaS customer success:

1. Make customer success an early priority 

Prioritize client success as a crucial company objective right away. To achieve this, it is necessary to make sure that every employee is aware of the value of customer success and their contribution to attaining it. You can make sure that your product is fulfilling customers’ requirements and expectations by putting a strong emphasis on customer success from the outset.

2. Know what success looks like for customers

Delivering value and establishing lasting relationships requires an understanding of what success means to your clients. In order to do this, you must actively listen to your clients in order to comprehend their requirements and expectations and then match your products and services to those demands. You may determine the precise results and advantages that customers want by paying attention to their input and monitoring important indicators.

3. Create an onboarding process

A straightforward onboarding procedure can facilitate customers’ efficient and rapid startup. To ensuring that consumers have the skills and information they need to succeed, entails offering resources like training materials, documentation, and support channels. Customers can better understand how to use your product to achieve their goals with the aid of a successful onboarding process.

4. Keep an eye on your customer data

You can spot patterns and trends and make data-driven decisions by keeping track of customer data. Monitoring important indicators like Net Promoter Score (NPS), Churn Rate, Customer Stickiness Score, Customer Lifetime Value (LTV), and Customer Engagement Score is necessary to achieve this. You may pinpoint areas for improvement and gradually improve your customer success strategy by monitoring these indicators.

5. Create a process for taking action on customer feedback

To improve your product and customer success plan, it is essential to pay close attention to client feedback. In order to do this, a procedure for gathering, evaluating, and acting on consumer feedback must be established. You may show your dedication to providing value and establishing lasting relationships by swiftly and proactively reacting to consumer feedback.

6. Make it easy to contact your customer success team 

Offering clients a variety of ways to get in touch with your customer success team, including phone, chat, and email can help you rapidly resolve customer issues and foster trust. This entails making sure that your customer success staff is approachable, attentive to customer demands, and that customers have a variety of ways to contact you when they need assistance.

7. Focus on offboarding experience as well

Just as crucial as the onboarding process is the offboarding process. This entails making the process of downgrading or canceling a subscription as simple and painless for the customer as is reasonably practicable. You may reduce customer annoyance and preserve a great relationship even if the consumer decides to leave by offering a positive offboarding experience.

Best Customer Success Software for SaaS Companies

There are different types of customer success software that SaaS companies can utilize to improve customer experience and retention. Below we have categorized the software into 5 ways to help you pick the right one for your business.

1. New user onboarding software

New user onboarding software is curated to help SaaS companies onboard new users efficiently and effectively. Here are three examples of new user onboarding software:

  • Userpilot: Userpilot is a SaaS onboarding and product adoption platform that helps businesses improve customer retention and engagement. It provides a range of onboarding tools, including in-app messaging, walkthroughs, and tooltips to help users understand how to use your product effectively.
  • Appcues: Appcues is a user onboarding and engagement platform that allows businesses to create and implement custom in-app experiences for their users. It provides a drag-and-drop editor to create product tours, tooltips, and pop-ups without any coding knowledge.
  • Pendo: Pendo is a product experience platform that helps SaaS companies improve user engagement and product adoption. It offers a range of onboarding tools, including in-app guides, walkthroughs, and analytics to track user behavior and engagement.

2. Support Ticketing Software

To ensure that your team resolves every customer query, support ticketing software is the best option. It can help you handle client questions and resolve them in a flash! Below are the three best support ticketing software for customer success. 

  • Zendesk: Zendesk is a highly recommended customer service platform that enables companies to manage client inquiries through several channels, such as chat, social media, and email. It provides various ticket management options, such as ticket tagging and analytics.
  • Freshdesk: Freshdesk is a cloud-based customer support platform that provides a variety of options to manage client inquiries, including phone, chat, social media, email, and social media. To assist companies in managing their support operations effectively, it offers automation features, ticket monitoring, and custom reports.
  • Help Scout: Help Scout is a straightforward and user-friendly customer support platform that enables companies to handle client inquiries via email, chat, and phone. It provides a variety of collaboration and reporting tools to aid companies in offering first-rate customer service.

3. Customer Success Management Software

SaaS organizations may manage and enhance client engagement and satisfaction with the use of customer success management software. Three instances of customer success management software are provided below:

  • Gainsight: Gainsight is a platform for customer success that assists SaaS businesses in managing customer engagement and happiness. It provides various tools, such as analytics, customer segmentation, and health score, to monitor customer behavior and engagement.
  • Totango: Totango is a customer success platform that enables companies to track and control client engagement and behavior. It provides a plethora of potent functionalities, such as automated engagement campaigns, customer segmentation, and customer health scoring, to track customer behavior and engagement.
  • Planhat: Planhat is a customer success platform that helps businesses manage customer engagement and satisfaction. It offers a range of tools to track customer behavior and engagement, including customer health scoring, customer success planning, and customer feedback management.

4. Learning Management Software

Software as a Service (SaaS) organizations can manage and offer online training and education through learning management systems. Below are three advanced learning management systems that you can check out.

  • LearnUpon: LearnUpon is a learning management system that is cloud-based that assists businesses in creating and delivering online training courses & programs. It contains a tonne of innovative features, including reporting, progress tracking, and course authoring.
  • TalentLMS: A cloud-based learning management system, TalentLMS enables businesses to create and offer online training courses and programs. The features include course design, examinations, and certification tracking, among others.
  • Docebo: This cloud-based learning management system enables organizations to design and deliver online training courses and programs. It offers a variety of features, such as gamification, social learning, and course authoring.

5. Customer Relationship Management (CRM) Software

CRM software is designed to help SaaS companies manage and analyze customer interactions and data throughout the customer lifecycle. Here are three examples of CRM software:

  • Salesforce: Salesforce is a cloud-based CRM software that assists businesses in managing client information, sales, and marketing initiatives. It offers various potent features to manage client contacts, automate sales and marketing procedures, and produce reports and analytics.
  • HubSpot: HubSpot is a comprehensive CRM tool that enables companies to control customer interactions, sales, and marketing initiatives. It provides a variety of tools to track consumer behavior, automate sales and marketing procedures, and produce reports and analytics.
  • Zoho CRM: Zoho CRM is a cloud-based CRM tool that assists companies in managing customer information, sales, and marketing initiatives. It provides a variety of tools to manage client contacts, automate sales and marketing procedures, and produce reports and analytics.
  • Conclusion
  • Customer success is a critical component for the growth and sustainability of your SaaS company. By implementing best practices and focusing on customer experiences, SaaS companies can increase customer satisfaction, reduce churn, and ultimately, level-up revenue.
  • Overall, by focusing on customer success, SaaS companies can build strong, long-lasting relationships with their customers, improve their products and services, and drive sustainable growth.


Customer success is a critical component for the growth and sustainability of your SaaS company. By implementing best practices and focusing on customer experiences, SaaS companies can increase customer satisfaction, reduce churn, and ultimately, level-up revenue.

Overall, by focusing on customer success, SaaS companies can build strong, long-lasting relationships with their customers, improve their products and services, and drive sustainable growth.

Updated : July 17, 2023

subscribe image
Let’s Stay in Touch

Subscribe to our newsletter & never miss our latest news and promotions.

people subscribed +21K people have already subscribed
Share This