At Pulse 2016, SaaStr’s Customer Success for Start-ups track was one of the most popular series of sessions in the entire conference. This is a transcript of a really valuable panel featuring Jason Lemkin, Christina Shen, Adam Strong, and April Oman.
Jason: I’m super excited about this next session. We’ve got a rock star group of panelists to talk about one of the things that I never really understood for a long time, which is, let’s see if this clicks. Just in brief, how big should you scale your Customer Success team? And when I was trying to figure this out, I had no idea when I was a CO, I hacked it and I looked at every public company document and I figured out that on average, and I talked to everyone I knew, on overage when people were at scale they were budgeting about $2 million per CSM. And so at some point, I think all of us unless, especially these days when you can’t go public anymore burning epic amounts of money, at some point, how ever you define your budget you’ll end up with about $2 million per CSM.