Do Small SaaS Startups Need Dedicated Customer Success Software?
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.