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Skalin - Customer Success Blog

This blog is devoted to B2B SaaS who want to scale their CS Practice. No big theories, we want to share with you a maximum of tips and feedback. 100% concrete, practical and actionable!

How to manage 1700 customers with 4 CSMs using Playbooks

Published by Anne Gaillard on
+150% of customers in 3 years and an increase in the CSM team of by only 25%, this requires ultra-optimised processes in which Playbooks play a central role. Here is Anne's feedback, Head of Customer Success at Karnott.Can you introduce us to Karnott and y... Read More

How to Structure Your Customer Success Team?

Published by Nicolas Garmy on
During the first years of your startup's, customer satisfaction is cultivated through proximity. This close relationship enables you to mitigate the deficiencies of a nascent, frequently imperfect, product. However, this approach is not sustainable as it's impractical to assign a Customer Success... Read More

5 Tips for Successful Onboarding

Published by Nicolas Garmy on
A study conducted by Sixteen Ventures Research found that 80-90% of customers who unsubscribe within the first 3 months cite a perceived lack of value as the reason for leaving. Therefore, effective onboarding is crucial in our SaaS environment as it determines the success and adoption of... Read More

How to implement effective customer segmentation?

Published by Nicolas Garmy on
Segmenting your portfolio enables you to pricisely target customer expectations, tailor your organisational structure and optimise resource allocation to each segment. But what criteria should you use, and what are the pros and cons of each method? Francesca Bonavi... Read More

5 KPIS to absolutely monitor in Customer Success

Published by Nicolas Garmy on
There are numerous methods available for tracking your business's performance, each with its own calculation techniques. In our perspective, we prioritise monitoring these five indicators: 1. Net Revenue Retention (NRR)Net Retention Rate (NRR) is the measure o... Read More
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