Customer Success for SaaS 101 - The Fundamentals of CS

Customer Success (CS) has transitioned from a buzzword to an essential backbone of the modern Software as a Service (SaaS) ecosystem. In "Customer Success for SaaS 101 - The Fundamentals of CS," creator Josh McKissock provides a comprehensive entry point for professionals looking to master this critical business function. This beginner-friendly program unpacks the primary differences between proactive customer success management and traditional reactive customer support, helping learners understand why relationship-building directly drives recurring revenue and reduces churn. Throughout the lectures, students explore the core responsibilities of a standard CS team, discovering how to manage expectations across the five distinct stages of the modern customer journey. Additionally, the course demystifies critical key performance indicators (KPIs) and growth metrics that executive teams rely on to measure success. By the end of this practical curriculum, you will possess a solid grasp of how to design and execute a custom action plan tailored to enhance your organization's customer retention strategy. Whether you are transitioning careers, launching a SaaS startup, or stepping into your first client-facing role, this fundamental guide equips you with the necessary tools to drive long-term user adoption and business growth.