From Impossible to Inevitable: How SaaS and Other Hyper-Growth Companies Create Predictable Revenue

by Aaron Ross

Rule 6: Evolve Customer Success Goals and Metrics as You Grow For example, SaaS companies experience these phases (courtesy of Gainsight): Traction ($0–$1 million): What do customers want, and what do they do with our product? Adoption ($1–$5 million): Why and how should customers include our product in their daily business? Retention ($5–$20 million): Why do customers need to keep on using our product after the honeymoon? Expansion ($20–$100 million): Why should customers expand to more seats, more features? Optimization ($100 million-plus): Automation and improvements driven by data. Your phases may be different. The point: Never assume Customer Success is “done” and won't need extra investment or executive attention next year.