SaaStr Annual 2017: The Importance of Core Values and the CSM Psychology in Delivering Customer Success



In early February, the global SaaS community’s entrepreneurs, investors, thought leaders, and operational experts converged on San Francisco for SaaStr Annual 2017, the largest non-vendor Software-as-a-Service confab in the world. Waterstone’s Dan Sherman attended, and sat in on multiple Customer Success sessions. Throughout these sessions, two consistent themes surfaced—the challenge and importance of communicating a company’s value to their employees and the critical importance of attracting, hiring, and nurturing Customer Success managers that that can communicate a company’s business value.

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