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.