HOW MUCH SHOULD YOU INVEST IN CUSTOMER SUCCESS?

Summary from the TLDR Founders newsletter

Snowflake famously has no Customer Success team because everyone owns the customer, but most companies with mere mortal retention rates need dedicated CS teams. The question is how much to invest. The Customer Success Ratio offers a framework: CS Investment divided by Net Expansion Dollars. If you're a $10M ARR company targeting 110% net retention, that's $1M in net expansion - making a $1M CS investment rationale for breakeven, with upside as customers stick around creating an annuity stream.