The enterprise mindset shift is simple enterprise customers don’t just buy software, they buy strategic partnerships. SaaS companies must move from offering a passive tool to actively supporting enterprise customers with best practices, compliance guidance, and system configuration.

This requires a high-touch, tailored approach, including:

• Dedicated Account Managers – Personalized support teams for large contracts
• White-Glove Onboarding – tailored implementation and training sessions to reduce friction in adoption.
• Premium support – 24/7 availability, priority ticketing, phone-based support, and even Discord channels. Zendesk stood out and offered premium support as an add-on for enterprise customers.
• Professional Services outside the SaaS offering – custom development and consulting (Salesforce, Atlassian, or Hubspot)

Different models for such an approach exist:

• Salesforce and Atlassian offer self-serve models, offering extended enterprise support as a separate, paid service.

• Atlassian, for instance, allows enterprise clients to purchase expert services either as another subscription or through a pay-per-service model.

• Many companies lean into highly consultative sales and support teams already included in the enterprise plan – Notion being a notable example.

• Some, like SurveyMonkey and ClickUp, take it further by offering expert hours as an optional add-on, helping enterprise customers maximize their success.