Why customer support is vital for SaaS

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class="post-tags"> <a class="post-tag-item" tag-slug="saas" href="/content-hub?filter=saas"> SaaS </a> <a class="post-tag-item" tag-slug="articles" href="/content-hub?filter=articles"> Articles </a> </div> </div> <div class="post-other-info"> <div class="post-authors"> <a href="/author/eve-chatfield/"> <div data-tooltip="Eve is a midweight copywriter for Customer Success Collective. " class="post-author tooltip-trigger-author"> <div data-tooltip="Eve is a midweight copywriter for Customer Success Collective. " style="background-image: url(https://www.customersuccesscollective.com/content/images/2024/07/Eve-Chatfield.jpeg)" class="author-image tooltip-trigger"> </div> <div class="author-details"> <span data-tooltip="Eve is a midweight copywriter for Customer Success Collective. " class="author-name tooltip-trigger">Eve Chatfield</span> </div> </div> </a> </div> <div class="date-time-read"> <span class="post-datetime">November 21, 2024</span> <img src="/assets/img/asterisk-sm.svg" /> <span> 6 min read </span> </div> </div> <a href="#" id="getCopyBtn" class="hidden"> Get a copy</a> <div class="post-content-container"> <div class="left-sidebar"> <div class="sticky-container"> <a href="https://www.linkedin.com/company/customersuccesscollective" class="follow-us-on-linkedin"> <img src="https://pma-assets-external.ams3.cdn.digitaloceanspaces.com/Janrey-test/linkedin-white.svg"/>Follow us on LinkedIn</a> <span class="left-sidebar-overview"> Contents </span> <aside class="toc-container"> <div class="toc"></div> </aside> </div> </div> <div class="post-content"> <p>In 2024, the SaaS industry is bigger than ever, making up a value of almost <a href="https://www.omnius.so/blog/saas-industry-report-2024?ref=customersuccesscollective.com"><u>300 billion dollars in 2024</u></a>. Along with the saturation of this market, SaaS pricing is increasing along with overall churn metrics for the industry.  </p><p>So, how do companies survive the risks of churn while maintaining pricing equilibrium to stay afloat in the market? Well, it all comes down to customer support, customer success, and their roles in fostering customer satisfaction. </p><p>They’re like the sugar to your SaaS pie; without them, customers will take a bite and leave unsatisfied. 🥧</p><p>In this article, we’ll go through: </p><ul><li>The role of customer support in SaaS </li><li>The link between customer support and success</li><li>It’s influence on retention, churn, and customer lifetime value</li><li>How customer support changes from physical to SaaS products</li></ul><h2 id="the-role-of-customer-support-in-saas"><strong>The role of customer support in SaaS</strong></h2><p>First, let’s get on the same page by providing some simple definitions of what SaaS means and customer support within it. </p><h3 id="what-is-saas"><strong>What is SaaS?</strong> </h3><p><strong>Software as a Service (SaaS)</strong> is a software distribution model hosted by a service provider or vendor and made available to users over the internet. Instead of purchasing and installing software on individual computers or servers, users can access SaaS applications through a web browser.</p><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/what-is-saas"><div class="kg-bookmark-content"><div class="kg-bookmark-title">What is SaaS?</div><div class="kg-bookmark-description">SaaS is cloud-based software licensing where a customer uses a nifty subscription to get access to a product. Instead of downloading software and installing it to a computer, with SaaS a customer uses an app through the internet browser. Simples.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/icon/android-chrome-192x192-76.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Alex Morris</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/thumbnail/joan-gamell-XU1L22IUKnc-unsplash--1---1---1---1---1---1---1-.jpg" alt="" onerror="this.style.display = 'none'"></div></a></figure><h3 id="what-is-customer-support-in-saas"><strong>What is customer support in SaaS?</strong></h3><p><strong>Customer support in Software as a Service (SaaS)</strong> refers to the assistance and services provided by SaaS companies to help users effectively utilize their software applications. </p><p>This support encompasses everything from onboarding new users and addressing technical issues to providing ongoing education and resources that enhance user experience and satisfaction.</p><p>While customer support can sometimes be seen as a back-office function, it’s a critical touchpoint for maintaining and enhancing the customer experience. </p><p>Support teams are often the first and most frequent direct interaction customers have with a company post-purchase. So, rather than just reacting to problems, modern SaaS support teams must be proactive when helping customers navigate challenges and feel supported at every stage.</p><h2 id="the-link-between-customer-success-and-success"><strong>The link between customer success and success</strong></h2><p>So, how do these functions fit together, and why is customer support so vital? </p><p>According to SEMrush, IT & Software is the industry with the <a href="https://explodingtopics.com/blog/customer-retention-rates?ref=customersuccesscollective.com#customer-retention-by-industry"><u>10th highest customer retention rate</u></a> in 2024, at <strong>77%</strong> (about 2% above the average). One way it maintains this status is through high-touch points of contact throughout the customer lifecycle. </p><p>And yes, customer support plays a big part in this - go figure! </p><p>So, how does customer support in SaaS companies differ from other industries when thinking about <a href="https://www.customersuccesscollective.com/why-your-customer-retention-strategy-is-dead/" rel="noreferrer">customer retention</a> and <a href="https://www.customersuccesscollective.com/customer-lifetime-value-how-to-calculate-and-increase-it/" rel="noreferrer">customer lifetime value</a>?</p><p>Customer support in SaaS differs fundamentally from companies with physical products simply due to the nature of the offerings. SaaS deals with intangible, cloud-based services, while physical product companies handle tangible goods. </p><h2 id="how-does-customer-support-change-in-saas-companies">How does customer support change in SaaS companies? </h2><h3 id="type-of-saas-customer-support">Type of SaaS customer support</h3><p>Unlike most physical products, SaaS products fundamentally require constant connection and interaction with your customers. Unlike physical products, SaaS products grow and change lightning-fastly, and support is vital to ensure customers can keep up. </p><h4 id="real-time-and-ongoing-support"><strong>Real-time and ongoing support</strong>:</h4><p>SaaS support is continuous because the product evolves with regular updates, feature additions, and potential downtime or integration issues.</p><p><strong>For example:</strong> A SaaS company like Salesforce might assist a customer with integrating their CRM with other business tools after a software update.</p><h4 id="proactive-and-usage-driven"><strong>Proactive and usage-driven</strong>:</h4><p>SaaS support teams need to have a more proactive approach by <strong>monitoring user behavior and usage patterns</strong> to identify potential issues or underutilization of features before customers experience frustration or disengagement. </p><p>Things of this nature will likely include:</p><ul><li><strong>Usage analytics and insights</strong>: Analytics tools used to track how customers interact with your product. </li><li><strong>Behavioral triggers</strong>: Specific behaviors or lack thereof can trigger automated alerts to the support or customer success team.</li><li><strong>Health scores</strong>: The combination of usage data, support interactions, and satisfaction surveys (e.g., NPS scores)—to assess the likelihood of churn or growth opportunities.</li></ul><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/the-customer-health-score-how-to-master-this-metric/"><div class="kg-bookmark-content"><div class="kg-bookmark-title">Your guide to the customer health score</div><div class="kg-bookmark-description">A customer health score is a predictive metric used by SaaS businesses to indicate the likelihood of your customer leaving (churn), staying (retention), or growing (renewals) in your organization.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/icon/android-chrome-192x192-77.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Grace Gupta</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/thumbnail/CSC_Framework_Tiles_customer_health.jpg" alt="" onerror="this.style.display = 'none'"></div></a></figure><h2 id="customer-retention-and-churn-management-in-saas">Customer retention and churn management in SaaS</h2><h4 id="subscription-model-dependency"><strong>Subscription model dependency</strong>:</h4><p>We’ve hinted at this before, but SaaS requires more hands-on support when it comes to customer retention and churn, particularly because most SaaS companies now use a subscription-based model.</p><p>SaaS companies will rely on recurring revenue, making customer retention critical. As such, the role of support is to ensure subscriptions keep getting renewed by managing customer questions, <a href="https://www.customersuccesscollective.com/what-are-customer-needs-5-steps-to-meet-them/" rel="noreferrer">customer pain points</a>, and requests.</p><p>One of the key elements to maintaining subscriptions is to make sure customers can support teams, which are tasked not just with resolving technical issues but also with ensuring customers fully understand and utilize the software’s features. </p><p>This means engaging with customers regularly to address their evolving needs, provide training or resources, and demonstrate how the product can solve their specific challenges. </p><p>The recurring nature of SaaS revenue means that customer support is no longer just about resolving immediate problems—it’s about building long-term relationships. </p><p>Every interaction becomes an opportunity to reinforce trust and loyalty, ensuring that customers feel confident in their decision to continue subscribing. </p><p>This requires support teams to cultivate deep product knowledge, <a href="https://www.customersuccesscollective.com/how-to-distribute-empathy-at-scale/" rel="noreferrer">empathy</a>, and a <a href="https://www.customersuccesscollective.com/how-successful-customers-drive-successful-companies/" rel="noreferrer">customer-centric mindset</a>, positioning them as advocates not only for the company but also for the customers’ success.</p><h2 id="customer-lifetime-value-cltv"><strong>Customer Lifetime Value (CLTV)</strong></h2><p>Customer support is deeply intertwined with Customer Lifetime Value (CLTV) because it directly influences how much revenue a customer generates over their relationship with the company. </p><p>Support teams are uniquely positioned to drive CLTV growth by:</p><ul><li>Identifying opportunities for upselling and cross-selling.</li><li>Leveraging data to meet customer needs proactively. </li></ul><p>These activities, among many others, go beyond traditional support functions, turning every customer interaction into a potential avenue for increasing satisfaction and expanding revenue.</p><p><strong>Upselling and cross-selling:</strong></p><p>Upselling and cross-selling through support is particularly effective because support teams have deep insights into how customers use the product. </p><p>By analyzing usage patterns and understanding customer challenges, support agents can recommend upgrades or additional features that align with the customer’s specific goals. </p><p><strong>For example, </strong>Shopify support agents might notice that a merchant frequently runs out of analytics capacity on a basic plan.</p><p>During a support interaction, the agent can suggest upgrading to a higher-tier plan that includes advanced analytics tools, explaining how these tools can improve the merchant's decision-making and overall business performance. </p><figure class="kg-card kg-bookmark-card"><a class="kg-bookmark-container" href="https://www.customersuccesscollective.com/10-upselling-best-practices-every-csm-needs-to-know/"><div class="kg-bookmark-content"><div class="kg-bookmark-title">10 upselling best practices every CSM needs to know</div><div class="kg-bookmark-description">Your customers can be a lucrative revenue source, and it’s easier to sell to them than sourcing new customers. The trick? Upsell and cross-sell.</div><div class="kg-bookmark-metadata"><img class="kg-bookmark-icon" src="https://www.customersuccesscollective.com/content/images/icon/android-chrome-192x192-78.png" alt=""><span class="kg-bookmark-author">Customer Success Collective</span><span class="kg-bookmark-publisher">Gözde Görce</span></div></div><div class="kg-bookmark-thumbnail"><img src="https://www.customersuccesscollective.com/content/images/thumbnail/CSC_Framework_Tiles_up_sell.jpg" alt="" onerror="this.style.display = 'none'"></div></a></figure><h2 id="saas-vs-physical-product-customer-support"><strong>SaaS vs. physical product customer support</strong></h2><p></p>  <table style="border:none;border-collapse:collapse;"><colgroup><col width="132"><col width="253"><col width="239"></colgroup><tbody><tr style="height:25.75pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;text-align: center;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Aspect</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;text-align: center;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">SaaS</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;text-align: center;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Physical Products</span></p></td></tr><tr style="height:39.25pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Nature of Support</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Continuous, real-time, proactive</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Intermittent, reactive</span></p></td></tr><tr style="height:39.25pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Retention Focus</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Prevent churn through engagement and feature adoption</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Ensure product reliability and occasional repairs</span></p></td></tr><tr style="height:39.25pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">CLTV Impact</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Direct influence via upselling/cross-selling</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Indirect influence through loyalty and repeat purchases</span></p></td></tr><tr style="height:39.25pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Tools Used</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Data-driven, cloud-based platforms</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">CRM and logistics tools for physical resolutions</span></p></td></tr><tr style="height:39.25pt"><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Emotional Connection</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Built through ongoing service and value</span></p></td><td style="border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;"><p dir="ltr" style="line-height:1.38;margin-top:0pt;margin-bottom:0pt;"><span style="font-size:11pt;font-family:Poppins,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Built through product satisfaction and reliability</span></p></td></tr></tbody></table>  <p></p><p>All in all, while customer support is critical in both SaaS and physical product companies, SaaS support operates continuously, with a focus on maximizing recurring value, driving engagement, and fostering relationships. </p><p>Physical product support, by contrast, tends to address sporadic issues and emphasizes product reliability over engagement.</p><hr><p>Already thinking about your new year plans? Thinking about where to spend that progression stipend? Well if customer support is your jam, we've got the perfect event upcoming. </p><p>Join us at the <strong>Customer Support Summit in New York - March 11-12 2025.</strong></p><p>Step away from the daily grind. Get insights to stay ahead of the competition, collaborate with peers, and build lasting connections within the community.</p><div class="kg-card kg-button-card kg-align-center"><a href="https://events.customersuccesscollective.com/location/supportnyc/?_gl=1*bba81v*_up*MQ..*_ga*MTczOTk0MjkzMi4xNzMyMTg1ODM0*_ga_22G4GQN2VY*MTczMjE4NTgzNC4xLjAuMTczMjE4NTgzNC4wLjAuMA..*_ga_KVYRMDNSEY*MTczMjE4NTgzNC4xLjAuMTczMjE4NTgzNC4wLjAuMA..&ref=customersuccesscollective.com" class="kg-btn kg-btn-accent">Save the date</a></div>  </div> <div class="right-sidebar"> <div class="sticky-container"> <div class="subscribe-container"> <img class="insider-logo" src="/assets/img/insider-subscribe-now-free-csc.svg"/> <img class="success-insider-logo" src="/assets/img/Star.svg"/> <p class="title">Customer success collective insider</p> <p class="success-title">Thank you for subscribing</p> <p class="description">Level up your customer success collective career & network with customer success collective experts.</p> <p class="success-description">An email has been successfully sent to confirm your subscription.</p> <form data-members-form="subscribe"> <input data-members-label type="hidden" value="Early Adopters" /> <input placeholder="Your email address" data-members-email type="email" required="true"/> <button type="submit">Subscribe</button> <p class="error-message">Ops! 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