When using a freemium model, having a customer success team plays an integral part in keeping your customers happy and improving your bottom line.

A freemium business model isn't exactly the typical way to run your company. So naturally, it requires some unique processes and personnel to make it work. One of the most important steps you'll need to take in order to increase user adoption and drive renewals and upsells is to establish a customer success team. Dan Rodrigues, CEO of Kareo, explains how this hybrid team is a critical component for any company that chooses freemium.

Part sales team, part customer service, the customer success team has a unique set of responsibilities, and Rodrigues explains how, if run effectively, it can be your wolf in sheep's clothing. In order to progress your customers along the cycle, your team needs to be able to get close to your customers, answer technical questions, and add value, all the while reinforcing the benefits of your product.

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