[danielzarick]

(FYI - I’m the co-founder of Arrows, which created this guide)

In our time building and working at startups, we came to realize customer success was a secret weapon that’s massively overlooked and underfunded. If you use customer success properly, it’s the core tool that helps you get to the SaaS holy grail of negative churn.

The first employee we hired after raising money this year was our customer success advisor, Shareil Nariman. And he’s who wrote this guide which is fully published on the site. Just a small way we hoped to use the benefit of having funding to give back to the community.

Let us know if there’s stuff you think we missed!

[codingdave]

> customer success was a secret weapon that’s massively overlooked and underfunded.

You are right about its importance, of course, but why do you say it is overlooked and underfunded? Almost everyone I know acknowledges that it is critical to success, and it get serious focus.

[danielzarick]

Because even though tons of people think customer success is important and give it focus, we talk to startups every week who are still under-resourcing it and not giving their team the right focus... even though they'd tell you they believe in the impact of customer success.

[ageyfman]

Completely agreed. Customer success is what gives a middling product the time and space to turn into an ATM machine.

[hammock]

This is a cool guide just in terms of organization and writing style. What previous examples did you take inspiration from?

[danielzarick]

Thanks so much! The team is thrilled with how it turned out... and our first marketing hire doesn't start until next week, so this was a bit of a grind.

We looked at Clearbit's and Productboard's ebooks, frankly. And then we worked with a designer on the PDF itself: http://nonfik.com/studio

[yabadabadoo007]

Your designer did a great job. It's beautiful.

[ryangilbert]

This looks amazing! Thank you!

[mikkelenzo]

Looks excellent