Anne’s biggest lessons in SaaS as Head of Customer Success

Anne’s biggest lessons in SaaS as Head of Customer Success

1. Hi, What’s your name and your business?

Anne Therese Krieger. I am the Head of Customer Success for a SaaS company called Filestage.

2. Can you tell us more about your background on how you started?

I was living and working in Warsaw, Poland when I joined a SaaS start-up as a Support Representative. Quickly I became captivated by all things software. After a month of learning about MRR, Churn, ARPU, etc., I asked my CEO if I could help our customers in a more proactive way and he agreed. From there, I became the first Customer Success Manager at that company. Eventually, I became the VP of Customer Success and was blessed to work with an extremely talented team of Customer Success Managers.

As a new manager, there were many bumps in the road, but this experience helped me get to where I am today. I am forever grateful to that company letting Customer Success run numerous experiments and test out new initiatives. This is where my passion for both Customer Success and SaaS started.

3. What does a typical day look like for you?

While I am a team lead, we are still quite small! So I manage a portfolio of customers and focus on strategy as well.

My day is a combination of the following:

  • Check my Calendar, Asana, and ChurnZero to prioritize my tasks.
  • Have a Customer Success Stand-Up to share our accomplishments for the previous day and what our plan for today
  • Check and respond to emails
  • Use ChurnZero to prioritize my reach out; this is based on their health and goals
  • Call or email my customers with a strategic goal in mind to help instill ROI of our product
  • Use Asana to review and work on tasks
  • Work on strategy and creating repeatable processes for Customer Success 
  • Meetings – 1-on-1s, Cross-Collaboration, Leadership, etc. 

4. What is your biggest lesson learned in SaaS?

There are two big lessons that I always share with people: 

Learning how to prioritize. When working in a SaaS start-up, you will wear multiple hats and have many tasks on your plate. You need to learn how to prioritize those tasks so you can accomplish the most important goals first. To do that well, you must understand both company and team goals. 

Failing fast. Before you begin an experiment, you need to have a way to measure its success (even if it is just a baseline). If you see improvements, that’s great and gives you a new baseline to experiment on. If you catch the experiment failing, you need to revert ASAP and try something else.

5. Which tools are your favorite to work with?

Asana, Slack, ChurnZero (or Totango), Zoom, Amplitude (or MixPanel), and Google Sheets 🙂

6. What is your favorite app on your phone?

Uber

7. What is your favorite book?

As of recent: Product-Led Growth: How to Build a Product That Sells Itself

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