Do Small SaaS Startups Need Dedicated Customer Success Software?

Barry Devon
Sep. 17th, 2021

Maybe, maybe not, but the fact that you are a Startup is not the reason to avoid it.

Plus, you probably don’t plan on staying small 🤩 … don’t make your decision purely on budget — while there are CS software vendors out there that require $50k+ annual up-front payments, a Startup can acquire an excellent solution for under $300 per month.

Ask yourself these questions …

  • If you continue to manage your Customer Success goals with your existing stack of tools, will it compromise your ability to understand your customers and manage them optimally?
  • Will the tools and processes you are currently using hold up to the stresses of scaling?

If you are answering NO then you need to make some form of change. I may be biased but jumping to another duct-taped solution is only going to bring you right back to the same position down the road. Every month you don’t implement a dedicated solution, you may be losing customers to churn, accruing negative health or missing opportunities to expand and fuel your Compound Engine.

You need to find a platform that gives you a low risk entry point to CS tech and facilitates your growth.

Although some of the platforms seem enormous, from a feature set and implementation POV, you can start small (e.g. with Akita’s START plan) — setting up some customer segments, tracking platform usage and configuring alerts to stay on top of changes in behavior. This shouldn’t take more than a few days and will provide a great foundation as you start to scale and add more data and processes to the CS platform.

Share Article

Akita is Customer Success Management software that will help your business retain its customers and grow revenue.

Request a Demo