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Podcast: Startups For the Rest of Us
Episode: Episode 747 | Evolving SaaS Customer Success Over 7 Years (with Jane Portman)
Description: In episode 747, Rob Walling interviews Jane Portman, co-founder of Userlist, to discuss the evolution of their SaaS customer success strategy. Jane shares the four stages of Userlistâs customer success journey, from the early days of trial and error to implementing done-for-you services. They also discuss the challenges of customer onboarding for complex products.
Topics we cover:Â
(2:20) â How customer success works at Userlist
(5:27) â Dealing with upfront onboarding frictionÂ
(9:51) â Stage 1, âyoung and naiveâ
(12:16) â Stage 2, âhire someoneâ
(19:06) â Stage 3, âdone for you servicesâ
(25:47) â Leveraging the Userlist blog
(29:26) â Stage 4, âdeveloping your own frameworksâ
Links from the Show:Â
SaaS Institute
TinySeed
Jane Portman (@uibr...