Passbase is a B2B SaaS identity verification platform, enabling companies to authenticate their users through a combination of an ID-scan and a selfie. Today we have around 30 employees and hundreds of customers operating across sectors ranging from financial services to digital health.
In Part 1 of this series, I covered some of the backstory of Passbase and how we think about the Customer Success division in the context of our business. This time I focus on the guiding principles of our CX team, analyse the importance of prioritisation and dive into the concept of a “health score”.
Establishing guiding principles
Passbase is a B2B SaaS identity verification tool, enabling companies to authenticate their users through a combination of an ID-scan and a selfie. Today we have around 30 employees and hundreds of customers operating across sectors ranging from financial services to digital health.
This is the first blog post from the series “Building up Customer Success from Scratch”, where I explore the main questions, concerns and tips on creating an outstanding customer experience at a relatively early stage of a B2B tech company. …
In May 2019, sitting in the shared offices of Seedcamp in East London, we came to an understanding → we have grown out of our office space. We had started receiving polite nudges to move to our own space and in all honesty, we were squeezing the maximum out of the 4 tables that formed our company, with up to 8 people working there at times.
However, to us this was not just a matter of finding a room around the corner, but rather a question of where do we want to put our roots down. The team had moved…
Three weeks ago, I wrapped up my role at Seedcamp, where for the past 10 months I’ve been seeking for and supporting the next generation of unicorns. Seedcamp is one of Europe’s leading early-stage venture capital firms, operating at the forefront of innovation and often supporting entrepreneurs when all they have is a vision, drive and a track record of executing. Venture capital has always been high up on my professional roadmap, although I was not expecting to enter the sector in such early phases of my career. One of the reasons perhaps is that there is not really a…
