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In the world of B2B SaaS, customer success (CS) is one of the most critical functions that can drive business growth and customer retention. While most companies have customer success managers, it is equally important to have a customer success operations leader who can optimize the customer success team’s processes and tools.

Asking effective probing questions is a critical skill for Customer Success Managers (CSMs). When it comes to understanding a customer’s intended business outcomes, the right questions can help you uncover valuable insights that will allow the tailoring of solutions to meet their needs.

As a Customer Success leader, looking at the key learnings from the past can be a helpful guide to navigate the future. This is especially true when it comes to economic uncertainty.

Within the sphere of business to business (B2B), software-as-a-Service (SaaS), there are a plethora of metrics and key performance indicators (KPIs) that companies track.

When video conferencing began emerging in workplaces in the early 2000s, it was typically one camera aimed at a conference table with people gathered around. The video stream was transmitted to another location of people gathered in the same fashion.

With most macroeconomic events, the tech industry is impacted in some capacity. The current climate in the U.S. following the Silicon Valley Bank, First Republic, and Credit Suisse bank runs, continued inflation, interest rate hikes, stock market volatility, and lingering COVID-19 pandemic era impacts, like supply chain disruption and over-hiring, have resulted in a significant pivot for tech companies.

Revenue forecasting can be overwhelming. It is even more overwhelming for a newly promoted customer success or account management leader, and is similarly stressful for a seasoned leader who has direct revenue responsibility for the first time.

Leaders across customer-facing departments like customer success, customer support, professional services, customer enablement, and account management, are continually looking to leverage strategies to achieve great revenue retention performance. However, when global economic conditions become shaky, and teams are expected to do more with less, how is it possible to provide a customer experience that results in a 90 percent or more gross dollar renewal rate? Keep reading to learn ways that people, processes, and systems can be refined to enable maximized revenue retention with fewer resources.