·4 min read
MVP Customer Success Basics
Customer success is not just for enterprises. Helping users win keeps them paying and referring others.
Customer Success vs Support
| Support | Success |
|---|---|
| Reactive | Proactive |
| Fix problems | Prevent problems |
| Answer questions | Ensure outcomes |
| Ticket-based | Relationship-based |
MVP Customer Success Tactics
- •Onboarding email sequence with tips
- •Check-in at day 7 if inactive
- •Celebrate their first success
- •Proactive feature announcements
- •Quarterly business review for key accounts
Health Indicators
- •Login frequency
- •Feature adoption depth
- •Time in product
- •Support ticket sentiment
- •NPS or satisfaction scores
Success Milestones to Track
- •Completed onboarding
- •First core action
- •First week active
- •First month retained
- •Upgraded or expanded
Low-Touch Success at Scale
- •In-app guides for key features
- •Automated email sequences based on behavior
- •Self-serve knowledge base
- •Community for peer support
- •Webinars for education at scale
When to Go High-Touch
- •High-value accounts (top 10% by revenue)
- •At-risk accounts showing churn signals
- •Strategic accounts (logos, referral potential)
- •Complex products requiring training
Your first 50 customers should feel like they have a dedicated success manager. Do things that do not scale early.