Customer Success

Never before has the function of Customer Success played such a strategic role in a company's survival.

The advent of the recurring revenue model has shattered traditional service models. "Customer Success" is one of the fastest growing fields in the technology space due to a recent realization: revenue retention is imperative for any scalable SaaS business to survive & thrive.

Customer Success is currently in a state of flux, iterating quarterly. DBT strives to understand these trends, provide guidance, enable focus, and ultimately capitalize on the existential opportunity.

Unlock, capture, retain.

Most Popular Articles on Customer Success

Building a churn prediction model with machine learning

Story of leveraging machine learning to predict—and reduce—churn (SaaS terminology for when a customer leaves). Our approach pitted two ML models against each other: XGBoost vs. Random Forest. The latter emerged victorious, and the model output (csv file from a Python notebook in Mode) was integrated both technically (Salesforce) and operationally (via weekly Red Account meeting) for the Clearbit Customer Success team.