Sapphire Ventures

Sapphire Partners

Sapphire Sport


The Startup's Guide to Customer Success: How to Get Started and Get Ahead

On-Demand Webinar featuring, Pendo & SmartRecruiters

In Case You Missed It!

Acquiring a new customer can be up to 25x more expensive than selling to an existing one. That's why Customer Success (CS) is a critical function in any SaaS business. A successful CS team helps reduce churn and can increase expansion of existing accounts, acting as a force multiplier for any company’s growth trajectory.

Whether you’re building the product, marketing it, selling it, or anything in between, everyone needs to work together to keep customers satisfied. And it's the CS team that serves as the orchestration layer for the entire customer experience by ensuring alignment internally.

But how to build a scalable and successful CS organization can be challenging. It takes planning, structure, talent, and skill to be effective. It also involves a combination of important data, playbooks, and frameworks to develop the best strategy for your CS organization.

Join this webinar with CS leaders from, Pendo, and SmartRecruiters to discuss how they built their teams, what they wish they could do differently, and tips and tricks for success.

Tune-in to learn how to
  • Assess when you should start your CS organization
  • Determine what the best CS strategy and model is for your startup
  • How CS teams can scale with frameworks, KPI models, and playbooks
  • How CS organizations are leveraging new tech and tools to be successful

Featured Speakers

Tom Ronen

Head of Customer Success,

Melinda Gonzalez

VP of Customer Success, Pendo

Rachel Orston

Chief Customer Officer, SmartRecruiters


Cathy Gao

Partner, Sapphire Ventures

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Disclaimer: This webinar is for informational purposes only. Nothing presented within this webinar is intended to constitute investment advice, and under no circumstances should any information provided herein be used or considered as an offer to sell or a solicitation of an offer to buy an interest in any investment fund managed by Sapphire Ventures, LLC (“Sapphire”). Information provided reflects Sapphires’ views as of a time, whereby such views are subject to change at any point and Sapphire shall not be obligated to provide notice of any change. No assurance is provided by Sapphire as it relates to the suggestions and guidance presented herein, whereas no guarantee of success is offered in any via advice or views provided. Third party provider products and services presented in this webinar are not to be interpreted as a promise or guarantee of results by Sapphire. No level of satisfaction with any of the third-party provider products or services presented within this article is assured by Sapphire. The criteria used to present third party provider products and services within this webinar is not financially related and nothing presented herein is intended to constitute investment advice, an offer to buy or sell securities, recommendations, and/or official statements by Sapphire or its affiliates. While Sapphire has used reasonable efforts to obtain information from reliable sources, we make no representations or warranties as to the accuracy, reliability, or completeness of third-party information presented within this webinar. Various companies mentioned in this webinar may include a representative sample of portfolio companies in which Sapphire has invested in which the author believes such companies fit the objective criteria stated in commentary, which do not reflect all investments made by Sapphire. A complete alphabetical list of Sapphire’s investments made by its direct growth and sports investing strategies is available here. No assumptions should be made that investments listed above were or will be profitable. Due to various risks and uncertainties, actual events, results or the actual experience may differ materially from those reflected or contemplated in these statements. Nothing contained in this webinar may be relied upon as a guarantee or assurance as to the future success of any particular company. Past performance is not indicative of future results.