The traditional sales model has shifted with the rise of self-service technology, where potential customers now expect to sign up for free trials and explore product documentation without direct interaction with vendors. However, this shift also poses challenges, as it's unclear whether everyone can work things out on their own or if they need assistance. In a typical SaaS sign-up flow, sales are responsible until the trial ends, at which point responsibility passes to customer success/support teams. The focus is then on understanding what features of the product are being used and how customers perceive its value. A feature audit can help identify which features are most likely to help customers see the value of the product, and bloat-free products that start with nearly all users using their features tend to grow the business. Customer success teams should focus on understanding customer expectations and defining what success looks like for each user. By tracking activity over time, it's possible to predict failed trials and intervene before they become too costly. Ultimately, customer success teams need to provide targeted help, support, docs, tutorials, and case studies to ensure customers achieve their goals, and by doing so, create a positive experience that leads to successful trials and long-term customer retention.