Research
What CS leaders told us before we wrote a line of code
Before building Clynto, we spent three months in discovery calls with founders and CS leaders at early-stage SaaS companies. This is what we heard, in their words where we have permission, and in summary where we donât.
Who we spoke to
We held 15 discovery calls with founders and customer success leaders at early-stage B2B SaaS companies. The quotes below come from CS leaders at larger teams.
Theme 1: Health scores nobody trusts
âHealth scores are based on my teamâs gut feel. We donât have a system that tells us objectively which accounts are at risk - we find out when itâs too late.â
Theme 2: The quiet middle gets no attention
âWe have 400+ accounts and 4 CSMs. The bottom 40% get almost no proactive attention. They churn and we only understand why after the fact.â
Theme 3: Preparation eats the time meant for customers
âMy team spends 4-5 hours preparing a QBR. Thatâs time they should be spending with customers. We keep saying weâll fix it. We havenât.â
What we built in response
Health scores nobody trusts became a six-pillar health score that shows the driver behind every change. The quiet middle became agents that watch every account, not only the biggest ones. QBR preparation became business reviews drafted from the accountâs own data. And the data silos behind all of it became one data model that the agents, workflows and reports share. See the platform.
Method note
These were qualitative interviews, not a survey. Quotes are anonymised and shared with permission.