How customer education helps scale Customer Success - with Vanessa Neurohr
About this episode
The episode discusses how customer education can help SaaS companies scale Customer Success with insights from Vanessa Neurohr.
High-touch Customer Success does not scale to every customer. Customer education can help. In this episode of Breakthrough SaaS Growth, Jason Noble and Jason Whitehead are joined by Vanessa Neurohr, Vice President of Customer Success at Muck Rack, to explore how customer education can help SaaS companies scale Customer Success. Vanessa shares how she helped transform and scale her CS team by building a customer education programme that enables customers to learn, adopt and achieve success more independently. We cover: Why high-touch Customer Success is hard to scale How customer education supports SaaS adoption How education helps customers achieve success independently Why scalable CS needs more than extra headcount How education can reduce pressure on CS teams What leaders should consider when building a customer education programme This is a practical conversation for SaaS CEOs, CCOs, Customer Success leaders and customer education teams who want to scale customer value without relying only on high-touch service.
People in this episode
Hosts: Jason Noble, Jason Whitehead
Guest: Vanessa Neurohr
Topics covered
- customer education
- Customer Success
- SaaS adoption
- scalability
- independent success
- customer value
Mentioned in this episode
Organizations: Muck Rack
More episodes of Breakthrough SaaS Growth with The Jasons
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- How better customer language builds trust
- The human side of Customer Success
- Is AI Killing Trust in SaaS? (part 2 of 3)
- How customer-led growth drives SaaS retention and expansion - with Edward Chiu
- How SaaS companies should package Customer Success
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