In episode 747, Rob Walling interviews Jane Portman, co-founder of Userlist, to discuss the evolution of their SaaS customer success strategy. Jane shares the four stages of Userlist’s customer success journey, from the early days of trial and error to implementing done-for-you services. They also discuss the challenges of customer onboarding for complex products.

Topics we cover:

(2:20) – How customer success works at Userlist
(5:27) – Dealing with upfront onboarding friction
(9:51) – Stage 1, “young and naive”
(12:16) – Stage 2, “hire someone”
(19:06) – Stage 3, “done for you services”
(25:47) – Leveraging the Userlist blog
(29:26) – Stage 4, “developing your own frameworks”

Links from the Show:

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Episode 747 | Evolving SaaS Customer Success Over 7 Years (with Jane Portman)

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Episode 747 | Evolving SaaS Customer Success Over 7 Years (with Jane Portman)