Snowflake & Customer Success: The Clash

Nov 19, 2023

∙ Paid

There's an ongoing storm around the role of Customer Success (CS) for companies, in particular for the Product-Led Growth (PLG) models.

At the center of this storm: Snowflake, the iconic data cloud platform.

In his latest book, the company’s CEO Frank Slootman explains why he thinks companies don’t need … Customer Success teams! 😯

And here’s what their Chief Revenue Officer, Chris Degnan said recently:

“CS is a naughty word. I don’t believe in customer success. Should companies get rid of them? Yes, get rid of them. Build a professional services org or hire more Sales Engineers”

So why is that?

Let’s analyze this in detail with exclusive insider information I’ve got from a friend working there and you’ll see that it’s not as simple as they pretend!