SaaStr Annual 2024: WEDS_12PM_Scaling CS From 0 to 5000 Customers with Drata

From driving revenue, retention, innovation, market share, and so much more, a startup's commitment to its customers is fundamental for survival. Expanding from 0-5,000 customers in just 3 years, Drata knows a thing or two about how Customer Success can make (or break) your organization. Ashley Hyman, VP of Customer Experience and Wen Yao, VP of Customer Success Management will dive into actionable ways for startups to scale Customer Success through 3 key stages of growth.

1. Scaling CS: From 0-5,000 Customers Ashley Hyman VP, Customer Experience Drata Wen Yao VP, Customer Success Management Drata

2. Customer Success: Your Blueprint for Winning Service Customer Loyalty Brand Perception Focus on ICP

3. 80% of customers say the experience a company provides is as important as its products and services. (Salesforce, State of the Connected Customer)

4. 100 Customers Must Haves… 2 1 3 I feel like I have a trusted partner Customer support has been fast and on point! The whole team is hands on and have been super helpful and supportive. They’ve even helped out with marketing collateral. The team is great at helping when you need. Even before you need it. Material is well prepared and consistent. Feels like I am being guided by experts who understand this process inside and out, and it’s a huge relief. Assigned CSMs Speedy support Documentation

5. 1,000 Customers Elevate Your Program… 2 1 3 Community development Extending services + service windows Feedback opportunities

6. 5,000 Customers Maintain Quality… Balance digital and human Pick your battles to drive ROI Change is good + Fail fast 2 1 3

7. Key Takeaways New stage = new challenges Never underestimate customer feedback Don’t neglect value delivery Want to chat more? Come see us at: DRATA BOOTH: P301 1 2 3

8. Drata booth: P301

9. Crack the Code of AI: Build AI solutions that Enterprises Can't Resist Raj Datta Global VP for Software & Al Partnerships IBM