Articles by Michael Redbord
The SaaS Founder’s Playbook for Customer SuccessAs a SaaS startup grows, the way it handles customer success must evolve to meet changing customer needs and volume. Michael outlines strategies for different stages of growth: • The founding stage and focusing on product-market fit • The early stage and hiring a dedicated customer support person • The mid stage and laying a foundation for scaling up • The growth stage and investing in systems and predictive models • The scale-up stage and optimizing for predictability and cost savings while maintaining a customer-centric focus. Throughout, Michael emphasizes the importance of proactively addressing customer issues and needs, not just reactively solving problems, in order to maximize customer lifetime value and drive business growth.