The customer success team has a critical role in the growth of any SaaS business. It’s their job to ensure that each customer is successful with your product or service—and beyond.The DNA of customer success is built upon a foundation of trust, empathy, and transparency. By improving these three key areas, you can not only build trust with your customers but also empower them to achieve their goals using your product or service.

What is customer success?

Customer success is the process of helping your customers get the most value from your product or service. It’s about helping them achieve their goals, whether those goals are to reduce churn, increase revenue, or both.

Customer success is often confused with customer support or sales—and while those are important parts of the lifecycle as well, they’re not what you mean when you talk about “customer success.” A good way to think about …