HOW TO BUILD A WORLD-CLASS CUSTOMER SUCCESS MACHINE: TOP LESSONS FROM THE CRO OF NOTION AND VP OF CS AT GITHUB

Summary from the TLDR Founders newsletter

Customer Success is evolving from a support role to a strategic growth engine, with an emphasis on metrics like onboarding velocity and product adoption rates. Key leaders like Erica Anderson of Notion and Abbas Haider Ali of GitHub highlight the importance of structuring and investing in Customer Success as a growth catalyst, recommending 10% of revenue as a benchmark. Effective team structures and a strong CRO-CCO relationship are crucial for scaling and optimizing customer engagement.