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When to Build a Customer Success Department (and How We Did It)

For SaaS companies who operate on recurring revenue and subscription business models, a healthy ongoing customer relationship is one of the surest ways to maximize lifetime value and minimize churn. In this episode of LTV, part one of a two-part series, Kyle explains why a customer success (CS) strategy is crucial for SaaS businesses, which metrics best assess the success of CS, and the history of the CS team at Proposify.

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