The human side of SaaS performance

  • By Phyron
  • Jul 3, 2024
  •  – 3 min read

Matthew Worthington brings a truckload of useful insights and experience to any commercial sales and marketing dialogue: Business development, partnerships, account management, customer success... Early 2024 he joined Phyron’s Customer Success team.

Hi Matthew. By now most sales and marketing people might be familiar with the concept SaaS (software as a service), but what do you actually DO all day long?

"Our key criteria is in the title "success" or growth simply put. Although we are a remote first company, I serve a wide variety of accounts all over the UK with regular visits to our Brighton HQ. Like my colleagues in Stockholm and elsewhere. On a daily basis I deal with queries, requests and troubleshooting. We also do monthly strategy meetings with each client. On average this equates to a number of digital meetings per day."

What happens at these meetings?

"We dive into the latest data, celebrating the wins and where — if any — improvements can be made. We have a broad and growing suite of solutions that can really add extra ooomppphhh! and engagement for clients. Ultimately, I have to translate any new functions and features into potential customer benefits. Which obviously vary, depending on each customer’s targets and goals.

At the core we help each dealership, brand or OEM sell cars much faster, often helping old stock from sitting around too long, thus increasing the bottom line revenue."

It sounds like a very independent job …

"Indeed, but we are also a close-knit team. So we meet regularly to share experiences such as client feedback, product updates, and technical changes in order to learn from each other and help the business evolve. Not just within Sales and Customer Success. We also work closely with other functions, like creative, tech, and marketing."

But before that you have experience from other SaaS companies. What strikes you as most special with Phyron and your role here? 

"Well, firstly it’s important to establish and maintain our key competences. Video, online sales and marketing, automation... all with a technical back-end working with AI. 

Equally important, we need to keep up with our customers’ business realities… the strategic business challenges and opportunities of modern car dealers and OEMs."

What’s your best advice to somebody who gets inspired by this conversation? How can they qualify for, and excel at this kind of work?

"Think generously about client needs, 'outside the box'. You don’t always have exactly what you need so come up with some ideas yourself. And be human. Deep down, we’re all humans first. If I can be Customer Success Manager AND a friend, we’re all on the right path together."

Rolf Andersson
Phyron Writer and Editor