Why Retention is the Strongest Lever for Growth, and How Customer Success can Reduce Churn in a Product-led World
A Lesson by Amaan Nathoo (Director, Customer Success, Later)
About this Lesson
- Improving retention has a bigger impact on company growth vs acquisition and ARPA
- How to structure a Customer Success team within a Product-led organization
- How Customer Success can run experiments to validate retention strategies
- Customer Success are the champions of retention (not the sole owners), and can truly impact retention via the right feedback loops