SaaStr Annual 2024: Customer Success in Different Business Models with Slack, Mulesoft and OpenAI

In this session, these three CS leaders will discuss how customer success strategies differ across various business models. They explore the unique challenges and opportunities presented by different approaches, from subscription-based models to enterprise solutions. The conversation highlights the importance of tailoring customer success efforts to align with specific business goals and customer needs. Learn a few best practices for driving success and customer satisfaction across diverse business environments.

1. Customer Success in Different Business Models with Slack, Mulesoft and OpenAI Ishmeet Singh Chief Success Officer MuleSoft (Global Head of Customer Success) Vanessa Gatihi Head of Strategic & Majors Customer Success Matthew O'Connor SVP, Global Head of Customer Success

2. Compass Point: “Customer Success must deliver a unique impact on your business and customers.”

3. Get Started: “Customer Success is a company-wide commitment. Begin by defining what it truly takes to make your customers successful.”

4. Evolve: “As your product and company grow, so must the mission and execution of Customer Success—constantly adapting to deliver maximum value.”

5. Key Considerations: Sales vs. Product-Led: What drives your business—sales or product innovation? Product Complexity: How much hands-on support does your product demand? Industry Maturity: How sophisticated are your customers, and what expectations do they bring? Monetization Model: Are you scaling through seats, consumption, or something else? Team Strengths (and Weaknesses): What capabilities set your team apart?

6. “Make alignment your top priority from the start to pave the way for lasting success.”

7. UP NEXT: Customer Success Proactively Sells with Notion's CRO and GitHub's VP CS Abbas Haider Ali VP Customer Success Erica Anderson Chief Revenue Officer