The Startup CEO’s Guide to Customer Success and Onboarding

We see it every day at Arrows: You're the CEO of a startup. You know you need to retain and grow your existing customer base and are starting to think about customer success, but you have no idea where to start.

It's 2021 and customer success is more than a buzzword. If you're a growing startup, odds are you hired your first customer success person within your first 10 employees (or are about to).

Startup CEOs are no longer asking "Do we need customer success?" They're starting to ask "How should we make customer success work for us?"

So if you're reading this guide, you're on the right track!

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Let's face it: you spent a ton of money on marketing and sales to acquire your customers. They were hard-won. But without a success program, those customers and all that revenue will be gone a lot sooner than you expect.

Customer success is about keeping the customers you've won and growing their average spend so your business scales faster.

This guide's purpose is to give you guidance on what customer success is, when to prioritize it, and how to set yourself AND your customers up for success.

Customer success requires investing time and money, but don't think of it as a cost. It's an investment, both in your customers and the ultimate health of your startup. It's the single most impactful thing you can do to ensure your customers and business continue to succeed.

Let's get into it!

“Customer success is a secret weapon for the SaaS business model, something that every company with negative churn has figured out.

I wish we had this book at my previous companies.”

Hiten Shah, CEO, Nira