At some point, your CSMs are not going to have the capacity to continue to educate your customers individually. So, when should a SaaS company start adding customer education into its business? How do you use customer education to grow customers, gain new prospects and educate your market? And what are the KPIs and data points that you need to measure?
In this episode, our host Anika Zubair chats with Bill Cushard, General Manager at Dragonboat about the relationship between customer education and Customer Success.
Bill recently joined Dragonboat, the product portfolio management platform for outcome-driven product teams. He’s also a former host of Helping Sells Radio, the world's longest running Customer Success podcast.
One of Bill's specialties is helping software companies design their customer education business model in order to enable customers, grow customers, win customers, and create new markets. So where does customer education fit into Customer Success?
Knowing when, where and how to start with customer education can be tricky. But starting small usually eliminates the red tape and there's no permissions or budget needed. Whether it's a screen recording, a slide, something to help them understand your product or how to better utilize your product is really the first place to start. And you don't even need a customer education person.
Listen now to the full conversation with Bill and Anika to learn everything you need to know about customer education.
Partner Success
ServiceRocket
Bill is a partner and ecosystem leader with over 15 years of experience driving revenue through alliances, customer education, and go-to-market strategy. At ServiceRocket, he leads Partner Success, overseeing revenue and specialization within the Atlassian ecosystem. He previously served as GM of Partner and Commercial Success at Dragonboat and held multiple leadership roles at ServiceRocket, including Executive Director and GM of the Learndot SaaS business. A longtime podcast host and customer-led growth advocate, Bill brings a unique blend of storytelling and operational leadership.
Founder & CEO
The Customer Success Pro
Anika is a customer success executive and founder with over 10 years of experience helping SaaS teams drive retention, revenue, and confidence at scale. She is the Founder & CEO of The Customer Success Pro, a coaching consultancy for CS professionals, and most recently served as Head of Customer Success at Griffin. Anika has held CS leadership roles at Karbon, inSided, and ZAP, and is known for her practical approach to commercial impact, strategic storytelling, and community-driven growth.
