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Customer Success

Get help with customer success

Never feel stuck again knowing that you can always discuss customer success strategy on web calls with qualified mentors.

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Many of our mentors have experience driving growth at these companies
  • Facebook
  • Google
  • Uber
  • Rackspace
  • Twitter

TALK TO CUSTOMER SUCCESS EXPERTS

Sue Duris

Customer Experience and SaaS Growth Strategist

Sue Duris

Customer Experience and SaaS Growth Strategist

I help startups develop customer success strategies. That includes putting things in place to scale, team development, and creating/optimizing the program to maximize onboarding, nurturing, renewal, and expansion efforts. The focus is to improve customer lifetime engagement. I also help companies develop their customer experience program, journey maps, voice of the customer, metrics management, customer advocacy programs, customer reference programs, and customer advisory boards.

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Nichole Elizabeth DeMeré

Early-Stage SaaS Consultant & Customer Success Evangelist

$50.00/h

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Nichole Elizabeth DeMeré

Early-Stage SaaS Consultant & Customer Success Evangelist

Think of churn as a symptom, not the disease, and it’s usually caused by customers who either don’t have Success Potential or aren’t reaching their Desired Outcomes. And if the churning customers do seem to have success potential, then you’re going to have to dig deep (ie. voice of customer data, surveys, interviews) to find out what these “ideal” customers aren’t getting from you that they need.

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Tanya Aulachynskaya

Growth Product Manager

$50.00/h

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Tanya Aulachynskaya

Growth Product Manager

Customer centric companies win the market :) I've been driving customer centric initiatives for the last year in PandaDoc and happy to share my experience - from setting up ground rules for your CS team to analyzing metrics & finding the bottlenecks in your CS processes.

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Jean Kaluza

Product Manager

$50.00/h

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Jean Kaluza

Product Manager

If you're having trouble with conversions or would be interested in any hidden opportunities you may be missing out on, I may be able to help. I can also run user testing to validate any of your existing experiences, not to mention help create new ones. I can also offer unique strategic UX insight. I'll help you utilize best UX and Product practices and methodologies.

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Adam Moncrief

Digital Strategist. Email Marketing & Marketing Automation Expert.

$75.00/h

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Adam Moncrief

Digital Strategist. Email Marketing & Marketing Automation Expert.

I ran Customer Success at Net-Results Marketing Automation, which had the highest rated Customer Support in the industry. Ask me about what to do (and not do to) to improve your Customer Success metrics and ability to scale your team and keep up with growth.

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Philipp Wolf

Founder & CEO, Bootstrapped SaaS, Customer Success, Product Management, Market Fit

$90.00/h

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Philipp Wolf

Founder & CEO, Bootstrapped SaaS, Customer Success, Product Management, Market Fit

I am the founder of Custify (www.custify.com), we offer Customer Success Software, so I'm very deep into any Customer Success best practices and things that can be done to reduce Churn via this channel. I can also help to setup a team and to help to differentiate Support from Customer Success.

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Christoph Engelhardt

Email Marketing Automation Consultant for SaaS businesses

$60.00/h

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Christoph Engelhardt

Email Marketing Automation Consultant for SaaS businesses

Bringing down your churn rate is crucial for growing your SaaS business. But there is one problem, you need to figure out what causes the churn for YOUR app. Is it the onboarding? Are you lacking sticky features? Is the pricing wrong? I'll help you find the cause for churn in your app and ways to mitigate it.

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Kosta Panagoulias

SaaS, Bootstrapper, Metrics, Operations, Remote Teams & Hustler

Kosta Panagoulias

SaaS, Bootstrapper, Metrics, Operations, Remote Teams & Hustler

The most important metric in the longevity of a SaaS business is churn. If anyone told you they have a secret formula for solving churn, they are lying to you. However, I have spent several years testing and fine-tuning several strategies that help keep churn low. Unfortunately, most SaaS companies don't take churn as seriously as they should!

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Oz Merchant

Sales/Customer Success Consultant and Mind Hacker

$25.00/h

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Oz Merchant

Sales/Customer Success Consultant and Mind Hacker

While the field of CS is relatively new and growing, I was fortunate to get an early start and help build multiple teams. Customer Success can comprise of account management, best practices, implementation, NPS management, renewals management, expansions management, and even customer support in some cases. CS is at the heart of every successful organization connecting many different departments together as the customer advocate internally to ensure their success.

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Lucas Mondora

SaaS & Tech Conversion Optimization Specialist

Lucas Mondora

SaaS & Tech Conversion Optimization Specialist

If you suspect that you're losing out on sales because some users just aren't seeing the value in your product, chances are I can help. I won't recommend a million strategies that you can 'test out'. Instead, I'll help you hone in on the exact issues causing users to churn, and provide insights, next steps, or recommendations to help you get more users adopting features, sticking around and seeing value in your product.

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Foti Panagio

Founder at Growthmentor.io

$30.00/h

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Foti Panagio

Founder at Growthmentor.io

I'm a passionate full stack marketer with over a decade experience managing and coordinating distributed growth teams with a unique overlap into the world of InfraOps.

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Startups Web Hosting B2B

Why talk to a customer success mentor?

Churn is kryptonite of growth.

Unfortunately, with the number of options available to your clients there’s never been a time where it’s been this easy to lose a customer. Nearly every business has at least a few look-alikes and what separates you from the competition needs to be a strong connection with your customers.

It’s no longer good enough to deliver a great product, you need to nurture your customer relationships and make sure that they see you as an invaluable part of their workflow.

Moreover, your clients can either be your most valuable spokespersons or scarecrows to your potential customers. A solid customer success program will keep your clients happy and engaged with your company, driving up their lifetime value and protecting you from negative reviews that could cost you business down the line.

Talk to people who have launched customer success programs and use their guidance to leverage your clients’ happiness.

Popular Use Cases for Your Inspiration

If you want to learn more about specific tactics you can use with customers to gain their love

What does it take to get your customers from basic users of your product to power users and hopefully build an army of brand evangelists? It takes more than just having a good product. A customer success approach should make sure that your clients not only love your product but attribute a part of their success to your company and the services that it offers.

Talking to a customer success mentor will give you insights on how your clients use your product and how to keep your finger on the pulse of their engagement with your company. Find any friction points and smoothen them down with a mentor’s guided eye.

If you have no idea where to start with customer success (but know you should)

It’s tough to get started with any business initiative, the number of starting points is almost always overwhelming and no strategy seems better/worse than the next. Customer success is no different, and it’s a critical component in any strategy that aims to grow your business.

Auditing your customer’s contact points with your products and services with the help of a growth mentor can help you identify high impact opportunities for helping clients build a strong and positive relationship with your company.

If you are curious to learn how other startups structure their customer success teams

While there are a few universal do’s and don’ts when it comes to customer service, no two customer success programs are necessarily the same. If you’re curious to see what some of the best in the business have done to keep their clients happy a great way to go about it is sign up to a bunch of services you don’t need, or talk to a growth mentor and save some cash.

If you want tips on how to use customer success for sales

Customer success as a sales tool is a powerful for finding and retaining new customers. Your clients are your biggest resource for growth and a well designed customer success and referral program will be able to leverage your killer products and services to build an army of loyal, effective and free advertisers.

A growth mentor can help you find the best way to keep your customers happy and encourage them to refer your company in their networks, there’s no better sales strategy that money can buy.

Frequently Asked Questions

Can I talk to a growth mentor about anything I want?

Yep. Talk about whatever you want. You might start the chat talking about your general situation then spend a few minutes to discuss what sort of help you're looking for. We think conversations are more meaningful and effective if they're kept casual. There are no "rules." Just be comfortable and try and have some fun!

Do I have to prepare for the call in advance?

Great question. No, you don't have to, but the better prepared you are the more value you'll get out of the calls. Try and be ready with the talking points you want to go over before the call.

Do mentors set their own rates?

Yea, the mentors set their own rates. We encourage the growth mentors to charge "friendly" rates. We think that mentorship has value for both the mentor and the mentee. This is a safe space where you can get in contact with mentors that intimitely understand the challenges of growing a startup and legitimately want to help. We believe that karma is a real thing and it's part of our brand's core values. We like to attract mentors that embody that, which is why you'll always find that a certain percentage of mentors are donating their time for free.

Can I hire a growth mentor to work for me on a project basis?

Many of the mentors on the platform are already working fulltime at other positions and are mentoring on the side for their own reasons. But there are also a number of mentors who are open for side-gigs. If you want to hire your mentor to do actionable work for you as opposed to simply consulting you, you are free to ask them. This is a personal matter between the two of you which does not concern Growthmentor as a platform.

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