A question that is often asked when starting to scale a SaaS startup or small SaaS business is when should I consider using partners for customer success and what role should they play? In general, if you are still exploring product/market fit it's too early to be using partners for either sales or customer success. However, once you achieve product/market fit and you are looking to scale the business it's time to at least consider partners. If you are at or beyond this point and are interested  in exploring customer success partners I'd suggest you read my post on the topic.

   

I have always been a proponent of substantial alignment and communication between product management and customer success. I wrote this blog post some time ago for the Boston Product Management Association and it is still applicable. I recently read a post that summarized survey results which indicated that well aligned product and customer success teams experience less churn. Shared knowledge and working together can go a long way toward improving customer satisfaction.