# Customer Success at an early-stage B2B SaaS company

DevFeed: [Customer Success at an early-stage B2B SaaS company](<https://devfeed.tech/articles/customer-success-at-an-early-stage-b2b-saas-company-11737.md>)

Original publisher: [Read original article](<https://incident.io/blog/customer-success-early-stage-b2b-saas>)

Author: Esther Delignat

Published: 2022-02-15T00:00:00Z

Content type: article

Language: en

Sources: [The incident.io Blog](<https://devfeed.tech/sources/the-incident-io-blog.md>)

Topics: [Software as a service](<https://devfeed.tech/topics/saas.md>), [incident](<https://devfeed.tech/topics/incident.md>), [Slack](<https://devfeed.tech/topics/slack.md>)

Tags: [company](<https://devfeed.tech/tags/company.md>), [customer](<https://devfeed.tech/tags/customer.md>), [development](<https://devfeed.tech/tags/development.md>), [engineering](<https://devfeed.tech/tags/engineering.md>), [features](<https://devfeed.tech/tags/features.md>), [incident](<https://devfeed.tech/tags/incident.md>), [incident-channel](<https://devfeed.tech/tags/incident-channel.md>), [incident-management](<https://devfeed.tech/tags/incident-management.md>), [incident-response](<https://devfeed.tech/tags/incident-response.md>), [insights](<https://devfeed.tech/tags/insights.md>), [outage](<https://devfeed.tech/tags/outage.md>), [post-mortem](<https://devfeed.tech/tags/post-mortem.md>), [product-development](<https://devfeed.tech/tags/product-development.md>), [saas](<https://devfeed.tech/tags/saas.md>), [slack](<https://devfeed.tech/tags/slack.md>), [slack-incident](<https://devfeed.tech/tags/slack-incident.md>)

## AI overview

The article explains how incident.io's early-stage B2B SaaS team uses customer feedback loops, segmentation, and use-case discovery to guide product development. It describes feedback channels, feature proposals, Slack-based acknowledgements, and adoption tracking, including a 35% completion rate for a new tutorial flow.

## Source excerpt

A killer Customer Success function is critical to the success of any SaaS company. Find out how we've developed strong customer feedback loops to fuel our product development and built user insights to improve feature adoption.