High-Touch vs. Low-Touch Customer Success Model: Find the Best Fit for Your Product

The high-touch model is characterized by frequent one-to-one interactions between customer success managers (CSMs) and customers, often involving personalized onboarding material and regular sync calls. This approach is typically used for products with a higher annual recurring revenue (ARR), those requiring significant data input, or tools with a steep learning curve. On the other hand, the low-touch model relies on self-serve resources such as help docs, product tours, and knowledge bases to guide customers through their experience. This method is commonly used for SaaS solutions that don't require integration with other tools or data input to get started. Both models have their pros and cons, and the choice between them depends on factors like product complexity, customer needs, and desired support methods.