# How to implement customer success from scratch in your SaaS? Exploring customer success for SaaS: the difference between customer success, sales, customer support, and community management, and how to implement it from scratch. [Joran Hofman](https://getreditus.com/author/joran-hofman) October 20, 2022 In this episode Jacky and Daniel meet with Joran Hofman, CEO of [Reditus](https://www.getreditus.com/), exploring the topic of: – What is the difference between customer success, sales, customer support and community manager – How to understand that your company needs a customer success team – How to motivate your customers to keep in touch with your company and develop mutually fruitful relationships – How to find a great customer success person **Date:** Fri, Oct 14, 2022 7:30PM • 34:18 **SUMMARY KEYWORDS** clients, customer success, CS, product, company, sales, customer success manager, B2B, people, churn, CS, customer support, question, guess, founders, CSM, monthly recurring revenue, customers, hire, salesperson **SPEAKERS:** Daniel, Joran Hofman, Jacky https://youtube.com/watch?v=-lPH9zltbLw%3Ffeature%3Doembed ## Introduction **Jacky** 00:09 So today, we’ve got Joran Hoffman on the show, founder of Reditus. Maybe you can tell us a bit about yourself. **Joran Hofman** 00:15 Yeah, sure. Thank you, first of all, for having me on the show. So, I’m Joran, based in the Netherlands, in Utrecht. I’ve been in the SaaS world, I think now, for around eight years, something like that. I started at a really small startup in Amsterdam. Really Bootstrapped... So, **customer success is ensuring that your client will be successful with the goal they have in mind to achieve**. So, your tool is, in that case, just, I guess, like a product they use to make sure that they get the value that they’re looking for in the first place. **Jacky** 02:16 Cool. So I have a practical question about being consistent with customer success. Like we don’t have a customer success team at Bird... **Joran Hofman** 03:50 To come back to the first point, what you guys are doing now is really reactive... ## Proactive Customer Outreach **Jacky** 06:31 Okay, that’s a really interesting way of going about it. So, you’ve kind of got the essentially structurally speaking, you would have sales, which are bringing in... ## When to start a Customer Success Team? **Joran Hofman** 07:56 I would look at it from the perspective; you mentioned it’s now the founders, right... **Jacky** 10:06 Yeah, that’s nice. So actually, what you’re saying, if I understand correctly... ## How to start a relationship with your clients? **Joran Hofman** 12:41 I would **definitely start from the beginning**... **Daniel** 14:14 Yeah, just going back to what Jackie said, that customer support is the first step toward customer success. I have the impression that customer support is, like I think you mentioned is, more like a passive role and reactive... ### When and what to automate in Customer Success? **Joran Hofman** 15:23 Yeah. I mean, automation is important, right?... ## Customer Success as a Service **Joran Hofman** 17:46 Yeah, yeah, we’ve done that before... ## Client Community **Joran Hofman** 22:10 In my opinion, customer success is responsible for all paid clients. So basically, for the monthly recurring revenue, and then the churn related to that... ## How to get clients on a call? **Joran Hofman** 25:49 Yeah. I mean, it’s up to you, right?... ## The difference in CS for B2B & B2C companies **Joran Hofman** 27:47 I haven’t been working in B2C SaaS myself, but I guess like **when you look at B2B, in general, the ticket prices are a bit higher**... ## Popularity Customer Success **Joran Hofman** 30:04 Yeah, it’s definitely more popular. But I also guess because of the potential extra revenue or the potential extra growth CS can bring... ## How to find Customer Success people? **Joran Hofman** 31:51 I guess, how I rolled into CS or Twitter back in the day... **Jacky** 33:12 When you bring up the point that he knows about the products, it’s so true when it comes to hiring product managers...