Unlocking Success: Customer Retention, User Adoption, and Metrics

How do we sustain growth and long-term relationships successfully?

In the fast-paced world of technology, where innovation drives progress, Customer Success has become essential for businesses looking to retain customers long-term and maintain a growth trajectory. For CS professionals or those aspiring to enter the field, balancing customer retention, user adoption, and metrics is key. This article explores critical strategies, trends, and practical approaches to Customer Success in 2024. [3 min read]


Navigating Customer Success: The Long-Term Game

Unlike sales teams focused on short-term gains, CS emphasises the lifetime value of customers and nurturing lasting relationships. Balancing quantitative metrics like Net Promoter Score (NPS) and churn rate with qualitative feedback such as referrals and reviews is crucial. The shift towards a ‘land and expand’ model highlights the need for collaboration between Customer Success and Sales. This unified approach enhances scalability and lays the foundation for enduring customer relationships.


Evolution of Customer Success: Embracing a Commercial Mindset

Successful Customer Success involves collaboration with Sales, Technical, and Delivery teams to understand the customer journey post-sale and provide ongoing value. CS professionals must adopt a commercial mindset, developing negotiation and qualification skills to focus on long-term value. This approach supports the future of the business and strengthens customer relationships.


Retention Strategies: Navigating the Customer Landscape

Effective retention strategies are vital for long-term success. Key metrics like Net Dollar Retention (NDR) and customer health monitoring are essential. A tiered management approach—Tier 1 for long-term contracts, Tier 2 for margins and product-market fit, and Tier 3 for maintenance—provides a structured framework. Adapting measurement approaches to include both quantitative and qualitative factors offers a comprehensive understanding of customer dynamics. Building connections that extend to advocacy requires understanding the customer’s business vision, fostering trust, and cultivating long-term relationships.


The Future of Customer Success: Tailoring Approaches

Experimentation and tailored approaches are crucial in a consumer-centric environment. B2B strategies involve value-add conversations, while B2C strategies might leverage AI to assist in scaling customer interactions. AI supports human teams by handling low-priority tasks, allowing a CS team to focus on high-priority, and high-engagement activities.


Hiring and Team Structure: Crafting the Right Team

A ratio-based approach for Customer Success Managers (CSMs) based on account size and user numbers enhances efficiency. Aligning team structure with different account needs supports growth. Depending on business size, consider hiring multiple staff members and implementing processes for accounts that may not need a dedicated CSM.

A starting ratio depends on the size of the business. Mid-market or large organisations usually have one CS for one enterprise account. As the remit and business grows, this can change to hire more CSM’s to support. A mature start-up can have anywhere between 10-12 accounts per CSM, Whilst a larger organisation will tend to have sub-divisions of CSM looking after 15+ accounts. 


Tactical Approaches for New CS Professionals: The Roadmap to Success

New CS professionals should focus on collaboration with sales and technical teams and understanding the customer’s perspective as practical and effective approaches to building long-term connections.

Collaboration, a commercial mindset, and customer relationships are critical for Customer Success teams. Achieving and measuring success involves a strategic blend of metrics, insights, and a forward-thinking approach. 


As a specialised technology and digital recruitment company, our team of dedicated professionals are here to support your organisation’s growth by connecting you with experienced Customer Success talent. 

Specialist Marketing & Customer Success recruiter, Nidhi, will help you build a Customer Success team that propels your business towards sustained growth.

Insights from Onset’s Customer Success Connect meetup featuring leaders from Smokeball, Dynatrace, and Deputy.

What our clients say

“Ronny & the Onset Group helped us scale our team in the early stages of our growth, finding a number of talented engineering candidates to join our Development team. The Onset Group are highly professional and a pleasure to work with.”

Georgia Punch
HR & Operations

“We have been working with the Onset Group for the past few years, helping us secure both contract and permanent staff across multiple technical areas. They always ensure they have our business’ needs in mind and it’s great working with a partner that truly understands the technical space that we are in. Of all of the recruiters I have met or worked with over the years, I couldn’t recommend this group any more.”

Paul Madani
Head of Data and Technology

“IPG Mediabrands have built a solid, trusting working relationship with the Onset Group over the past few years. We are very selective on who we partner with regarding our recruitment needs. The Onset Group have proven time and time again, they absolutely deserve a spot on our PSA. They understand our business, they deliver, they follow up, they’re smart and they are professional.”

Lisa Gray
Head of Human Resources

“I’ve worked in the product community in Sydney for just 3 years and the Onset are my go-to folk for product talent (and opportunities). Once in my role I worked with the team at Onset to build out my product team of 6 over the next year. So I’ve experienced the quality and expertise from both sides of the engagement.”

Jennifer Flynn
Group Manager, Product Management

“Working with The Onset was fantastic. They spent the time with me up front on understanding not only the requirements of the role but also the qualities and skill sets needed to fill the role well. The candidates provided were really strong and led to hires who have not only helped us fill roles but also enhance our overall company culture by introducing us to top quality candidates. Thanks Onset!”

Yaniv Klein
Product Director

“We partnered with The Onset, a leading IT recruitment agency, explained the journey we were on, and asked them to sell our vision to the Sydney market in our search for high quality developers. It was important that the people we chose not only had high technical skills but were a good cultural fit and understood where oOh! was going”

Andy Mcquarrie
Chief Technology Officer

“…by taking time to understand our unique hiring requirements, both from the start and as our needs have evolved. At Digital Asset, we’re looking for engineers and product managers with a specialized mix of skills and industry experience, for example, a strong background in financial services, or knowledge of functional programming languages. Onset has helped us find experienced candidates who are not only highly qualified but also inspired to work with a firm like ours”

Drew Harding
Senior Delivery Manager

“In addition to running the search and recruitment process they helped us to shape the role and were able to guide us through what was happening in the market and the experiences of other high growth companies.”

Rachel Debeck
Chief Operating Officer

“It was a pleasure working with Danielle to source a full stack developer for our company. She put real effort into understanding what we were looking for and helped us find the right candidate. Plus helped us find the first female developer!”

Antony Francis
Team Lead

“Onset has been partnering with Haventec for over three years. The team at Onset have the great ability to connect with our team and understand our business and culture to be able to place employees that fit our team like a glove. It takes great talent to recognise the unique needs of each business and to be able to deliver on them so well”

Edora David
Business Operations Manager

Let's work together

Ready to connect with the best recruiters in the industry? (you know you want to)