Pat Phelan, Chief Customer Officer at GoCardless discusses charging for Customer Success.
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Pat Phelan, Chief Customer Officer at GoCardless discusses charging for Customer Success.
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Pat Phelan, Chief Customer Officer at GoCardless discusses charging for Customer Success.
To charge for Customer Success or not is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are some metrics CS leaders should track if they do?
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.
Pat's been involved in SaaS before SaaS was a 'thing'. Over the past 20+ years, he's worked his way from being a CSM to CCO and has held multiple leadership roles, operating in industries as diverse as Ecomm, HR Tech, Social Media Management, and most recently FinTech in his role as Chief Customer Officer at GoCardless where he oversees the global CS group.
In his experience he has not only built and scaled CS teams globally, he has turned CS into a revenue-driving function by charging for the services Customer Success offer. Charging for customer success is a controversial topic for many people, but Pat has a different view on it.
“The first question I would ask anybody is: if you're not willing to look at having a cost associated to customer success, why do you not think it's valuable enough that you could do that?”
Pat Phelan
Chief Customer Officer
GoCardless
To charge for Customer Success or not is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are some metrics CS leaders should track if they do?
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.
Pat's been involved in SaaS before SaaS was a 'thing'. Over the past 20+ years, he's worked his way from being a CSM to CCO and has held multiple leadership roles, operating in industries as diverse as Ecomm, HR Tech, Social Media Management, and most recently FinTech in his role as Chief Customer Officer at GoCardless where he oversees the global CS group.
In his experience he has not only built and scaled CS teams globally, he has turned CS into a revenue-driving function by charging for the services Customer Success offer. Charging for customer success is a controversial topic for many people, but Pat has a different view on it.
“The first question I would ask anybody is: if you're not willing to look at having a cost associated to customer success, why do you not think it's valuable enough that you could do that?”
Pat Phelan
Chief Customer Officer
GoCardless
To charge for Customer Success or not is the question many SaaS companies are currently asking themselves. It can be tricky to know whether or not it should be a part of the cost of goods sold or if it should be charged for as a premium service. So, how can companies start to charge for success? And what are some metrics CS leaders should track if they do?
In this episode, our host Anika Zubair chats with Pat Phelan, Chief Customer Officer at GoCardless about charging for customer success.
Pat's been involved in SaaS before SaaS was a 'thing'. Over the past 20+ years, he's worked his way from being a CSM to CCO and has held multiple leadership roles, operating in industries as diverse as Ecomm, HR Tech, Social Media Management, and most recently FinTech in his role as Chief Customer Officer at GoCardless where he oversees the global CS group.
In his experience he has not only built and scaled CS teams globally, he has turned CS into a revenue-driving function by charging for the services Customer Success offer. Charging for customer success is a controversial topic for many people, but Pat has a different view on it.
“The first question I would ask anybody is: if you're not willing to look at having a cost associated to customer success, why do you not think it's valuable enough that you could do that?”
Pat Phelan
Chief Customer Officer
GoCardless
Whether or not you decide to charge for the customer success service, it’s all about the value generated for the customer.
“And there will be lots of reasons, for example deal sizes or market appetite. I get all of that, but at the same time, we have to believe that what we're providing is valuable enough to at least consider it.”
Pat Phelan
Chief Customer Officer
GoCardless
Whether or not you decide to charge for the customer success service, it’s all about the value generated for the customer.
“And there will be lots of reasons, for example deal sizes or market appetite. I get all of that, but at the same time, we have to believe that what we're providing is valuable enough to at least consider it.”
Pat Phelan
Chief Customer Officer
GoCardless
Whether or not you decide to charge for the customer success service, it’s all about the value generated for the customer.
“And there will be lots of reasons, for example deal sizes or market appetite. I get all of that, but at the same time, we have to believe that what we're providing is valuable enough to at least consider it.”
Pat Phelan
Chief Customer Officer
GoCardless
Listen now to the full conversation with Pat and Anika to learn more about charging for customer success.
Listen now to the full conversation with Pat and Anika to learn more about charging for customer success.
Listen now to the full conversation with Pat and Anika to learn more about charging for customer success.
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