5 Essentials to Choose a SaaS Customer Success


You have a great SaaS product, and you provide excellent support. But one day, you get to know that your customer isn’t planning on renewing. 

What really happened there? What warning signals did you miss? 

As a SaaS customer success manager, what can you do to ensure users will utilize your SaaS product to the fullest? More importantly, each effort you make for the user contributes to your end goal of improving customer retention? 

Well, the answer to this question is a SaaS customer success solution

Just as marketers have their marketing automation platforms and salespeople have their customer relationship management tools; a customer success manager’s very own secret weapon is a customer success solution. The prolific tool provides you with a 360-degree view of the entire customer relationship across the entire customer lifecycle. 

What does this mean? It means you have all your customer data consolidated in one place, which gives you insight into customer activities and allows you to access calculated customer health scores. So, you won’t miss the warning signs of customer dissatisfaction.   

However, when it comes to SaaS for customers, be sure to invest in a customer success tool that can aid you to increase your revenue by improving user satisfaction and retention. To get the desired results, devote some time to selecting the right software. Here we have outlined a few essential features to look for when choosing a SaaS Customer Success Solution or tool for your SaaS business. 

  • Integration 

When reviewing customer success solutions, it’s crucial to know what kind of integrations are offered because this software cannot work in isolation. Thus, for SaaS businesses, it’s extremely vital that all your data can be easily synced with your customer success software so it can work properly, and you get a good return on your invested capital. Some basic integrations one can look for are: 

  • Billing 
  • CRM
  • NPS
  • Support System 


  • Scalability 

Choosing an enterprise solution won’t make you sound smarter. Why? Bigger isn’t always better. This is particularly relevant when you are a growing business, and you only have a handful of users. Perhaps it would not be wise to opt for a solution that has all the fancy bells and whistles in this scenario. 

However, an enterprise solution would do just fine if you are a big corporation. The important thing one needs to consider here is:

  • What are your current needs? 
  • Will this solution support your business when it scales? 
  • Can it categorize customer data to help you deliver personalized service? 
  • How many emails does the software allow you to send each month? 
  • Does it offer workflow automation to boost productivity? 


  • User Accounts 

Don’t forget to factor in the number of accounts a CSM will have in their business book when buying a customer success solution. 

Since each account is tied to Annual Recurring Revenue (ARR) or Monthly Recurring Revenue (MRR). This means the higher the amount, the more a customer expects exceptional customer service. 

It is vital to consider the expectations of both CSMs and customers before settling for a solution. 

  • Team Dynamics 

In a typical setting, the role and functions of customer success managers do not necessarily abide by the traditional 9-to-5 workday. Why? A high majority of customer success teams are working in a hybrid model, which gives them the flexibility to be mobile, remote, and readily accessible. 

The mobility makes sense for customer success teams to have all their customer data consolidated online for quick access where it is automatically monitored, rated, and updated.

It will prove more fruitful for enterprises with large custom success teams who may work on the go while visiting clients or remotely. 

  • Goals and Strategy 

Your strategy dramatically influences your customer success goals. For instance:

  • Do you personally meet each customer when you get a new account? 
  • Do you work in a low-touch capacity where you rarely get to meet the customers in person and manage most of your accounts remotely? 
  • Or are you embracing a tech touch? 

Realistic answers to these questions will aid you in determining the amount of time and effort you need to allot to each account. When you develop SaaS for customers, you want to drive more meaningful experiences through interactions with users, so each interaction must be well-coordinated and in sync. 

Most of all, you need to identify these customer touchpoints to understand how these interactions affect your SaaS Customer Success Solution or goals. If you already know the answer, it will be easier for you to choose a customer success solution. In case you are not too sure, then it would be best to first reflect on that.   

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