The ROI of a CSM with David Apple, Head of Customer Success and Sales, Notion1 min read


David Apple, Head of Customer Success & Sales at Notion (and former VP of Customer Success and Sales at Typeform) is this week’s guest on The SaaS Revolution Show.

In this episode he shares his experience building out the customer success function at two top SaaS companies: Typeform, and now Notion. He was the first customer success hire at Notion, so he shares some valuable insights on how to get started with customer success, how to decide what to prioritise and focus on, in the early days as a team of one.

Watch the video of this episode, or choose the audio-only version below:

Listen on to learn:

  • Why it’s so hard for companies to measure the ROI of their customer success managers
  • How to get started with sales and CS when you’re the first CS hire
  • The considerations of making a senior vs junior hire for your first CS hire
  • Advice for reducing churn in tough times like these – by demonstrating value and practicing empathy

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