Customer Success in a bootstrapped SaaS + Services model with Jasmin Bohnenkamp (Appinio)

Jasmin Bohnenkamp is the Director of CS at Appinio, a fast-growing market research company that bootstrapped to over 260 employees. In her role, Jasmin has led the growth of the CS team to 20 people, serving over 400 customers globally.
In this episode, Jasmin shares:
- How Appinio combines product and service to create a unique market research offering
- How to leverage customer feedback and segmentation for long-term growth
- Why we need Quarterly Business Reviews (QBRs) and how to operationalize them to drive value
- Strategies for aligning sales and customer success teams to drive revenue and customer satisfaction
Jasmin’s recommended resources include:
- The Customer Success Channel podcast by Planhat
- The SaaStr podcast by Jason Lemkin
- The Gainsight content library for customer success best practices and insights