Hey everybody! We're so happy to be sharing the Startup CEO's Guide to Customer Success & Onboarding with the community today. We first met @shareil_nariman (who wrote the entire 55-page book) almost two years ago, back when we were first doing research on customer onboarding at SaaS companies. Fast-forward to April 2021, he was the first person we asked to join Arrows full-time once we'd raised our Seed round (which PH had a big part in). One of the first things I asked Shareil to do when he joined was to write the definitive customer success guide for startup CEOs... and I believe he did just that. Our goal is to be generous with our time and knowledge as much as possible, so you can find the entire guide on the website for free... but I promise you, the PDF download is worth it. It's beautiful and laid out for easy reading. Let us know what you learn!

Great! I love learning more about customer service. Hopefully this book will answer some of my questions. Already downloaded. Thanks for making it available to everyone!

Hey there! By now, we can likely agree that customer success and customer onboarding *are* important. But just how important? How do you start? And, how do you understand the impact customer success is having on your business? I've been working on customer success, primarily onboarding, for most of my 10-year career. I've had the opportunity to build successful onboarding programs, manage the teams doing the work, and scale the strategies along the way. This experience, plus support from amazing leaders, and the lessons we learn daily from our customers at Arrows, have all helped me put together this guide. My goal is to provide guidance on what customer success is, when to prioritize it, and how to measure the impact. The 9 chapters cover these topics, plus things like... - answers to common misconceptions around customer success and onboarding - interview assignments for hiring - calculators for measuring the impact you're having - how to improve your onboarding efforts - and lessons for scaling your onboarding and customer success efforts Grab your free copy of The Startup CEO's Guide to read today. I'm happy to schedule time to chat about your onboarding strategy too. And don't hesitate to ask us questions right below, we love talking about customer success and onboarding, and are happy to help however we can!

Thank you for the detailed explanation of the importance of customer success for a startup, and overall for any type of business actually... Indeed proactive customer support helps to bring the value of the product to the customers and increase customers' loyalty. It seems like no brainer but not so many companies actually aim to focus on customer success trying to provide better customer support instead. Your guide inspired me to revise the customer success strategy to optimize onboarding, feedback collection and think how we can reduce the retention rate. Thanks for sharing!

this is excellent, thanks!