Thread by @poyark

1/ In 2021, #CustomerSuccess is everyone's job. That's especially true if you have a usage-based #pricing model where revenue growth is 100% dependent on customers using and seeing value from your product. Here's what that means for Product, Marketing, Sales, and more 👇

2/ Product: Treat #product investments as a revenue-generating expense. This means spending more on R&D vs. S&M relative to peer companies. Put that extra $$ towards UX and PM around product adoption & usability not just new features. Aka #PLG investments.

3/ Marketing: Connect marketing with the product and user community. Marketing should inspire & educate users.

@twilio is incredible here. They have quick start video guides, code samples for top use cases, a Twilio Champions program, and even a TwilioQuest role-playing game.

4/ #Sales: Stop treating “committed bookings” as the holy grail. That sets up customers to over-commit ahead of their usage. Instead look to pay out more as customers consume the product and share in the upside of consumption. You may also need a bounty on the initial land.

5/ #CustomerSuccess: Be proactive, looking for leading indicators of future success. CS takes over post-sale to drive adoption of key features that create long-term stickiness. Two examples: Slack integrations and shared dashboards.

Check out the full post on the @OpenViewVenture blog and let me know what you think #usagebasedpricing #saas openviewpartners.com/blog/usage-bas…