EPS 6 The End of SaaS Customer Success Teams? Seriously? Featuring Sabina Pons
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EPS 6 The End of SaaS Customer Success Teams? Seriously? Featuring Sabina Pons
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Is the customer success team in SaaS on the brink of extinction? In this episode, we tackle one of the most debated topics in the SaaS world, inspired by Frank Slootman’s provocative take in Amp It Up: that customer success isn’t just a department—it’s the responsibility of the entire company.
To explore this bold idea, we’re joined by Sabina Pons, an acclaimed management consultant, fractional CCO, and thought leader in the tech industry. With her expertise in scaling SaaS companies and building revenue-driving customer programs, Sabina brings unparalleled insights to this lively discussion.
We’ll dive into key questions like: Do SaaS companies still need customer success teams? Can professional services fill the gap? If customer success is everyone’s job, how should organizations adapt their structure? And who should drive upsell and growth?
Whether you’re a SaaS leader, CSM, or curious about the future of the industry, this is an episode you won’t want to miss. Tune in now!