We Do Not Hand You Over

At Monotree, we don’t do handovers. The first person you speak with will remain your main point of contact throughout your entire journey. This approach is rare in SaaS, but we believe it’s the best way to manage the customer journey and deliver the ultimate customer experience.

In SaaS, handovers are often messy. As a customer moves from sales to onboarding to customer success, information gets lost, promises are forgotten, and personal relationships fade. Six months into your subscription, when you're asking customer success about that feature that sales promised you — forget about it.

Anyone with experience in SaaS knows this.

So why is this the ‘normal’ way? In theory, it allows people in the SaaS business to focus on one thing, making them very efficient at that ‘one thing.’ Sales focus on sales, onboarding on onboarding, and customer success on customer success. But this creates silos within your organization, and these silos push for different changes in the product. Sales want shiny new features, onboarding wants more ease of use, and customer success wants enhancements and bug fixes.

When the same person handles all three stages, it becomes clear what should be prioritized at any given moment. This is because everyone on the business side stays close to customers throughout the entire journey, and everyone is motivated to make life easier for the customer (and themselves) at every stage. This approach also emphasizes the most important part of a SaaS business: retaining your customers for as long as possible, which is always more crucial than acquiring new ones. I personally handle all three stages and spend a significant amount of my time on them, and I will continue to do so regardless of the ARR that Monotree achieves.

We have to be honest during the sales process because, six months into a subscription, if a customer asks us about a promised feature, we are individually responsible and accountable for it. So, being a pushy, overpromising salesperson doesn't work for us—then again, it rarely does for anyone.