Dear SaaStr: What Do You Do When Your Startup is Not Growing Anymore?
Dear SaaStr: What Do You Do When Your Startup is Not Growing Anymore? First, be honest about why. You can blame it on macro issues if you want, but if growth has radically decelerated, it’s likely because you are less competitive than you were before. You...Champion Change: You Gotta Jump On It
You think your Big Co Customers are old & established,And you are new & tiny Yes it's true But as the years go by, you'll still be thereAnd your champions at the BigCos will move on You have to re-sell Big Customers every 2 years or so — Jason...Small Deals at Large Customers. Hooray!! And 100% At Risk. (Updated)
So there’s kind of a mean exercise I do at board meetings. It doesn’t sound mean, I do it very kindly. But I’ll be honest, it’s a bit of a trick question. A VP of Sales will do a deal review and talk about how they closed a new epic logo for a small initial deal that...A Look Back: Slack at The First $30,000,000 in ARR
As we gear up for SaaStr Europa 2024 in London on 4-5 June and SaaStr Annual 2024 in the SF Bay Area on September 10-12, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today. Back at the...Customer Success In The Era Of Efficiency: A Deep Dive With HubSpot, ChurnZero and SaaStr
Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. You Mon Tsang, CEO and co-founder of ChurnZero, Colleen O’Sullivan, VP of Integrated Customer Experience at Hubspot, and Jason Lemkin, SaaStr founder and CEO, give their take on where the customer success industry is headed and shares data from the Customer Success Leadership Study done by ChurnZero at the close of 2023.
Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO of SaaStr: Answer Your Top 10 2024 Customer Success Questions
Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO of SaaStr, answer your Top 10 SaaS Customer Success Questions of 2024 and what they mean going into 2024.
Outsourcing Support is a Lot Better Than Not Providing Support at All
Dear SaaStr: What are your thoughts on outsourcing customer support? There are certainly cons to traditional outsourced support vs. highly trained support that works right inside your company. But I’d think about it this way as a continuum … from Worst to Best:...Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS?
Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. It could be more or less, but that’s a rough way to think about...A Look Back: Olivier Pomel, CEO of Datadog at $100,000,000 in ARR
As we gear up for SaaStr Europa 2024 back again in London on 4-5 June and SaaStr Annual 2024 in the SF Bay Area on September 10-12, we wanted to take a look back at some of our most iconic speakers and sessions from over the year, that we can still learn from today....5 Predictions about the Future of Customer Success in 2024 with Gainsight CEO Nick Mehta and SaaStr CEO Jason Lemkin
Is it the end of an era for customer success in SaaS? SaaStr CEO Nick Mehta joins SaaStr CEO and Founder Jason Lemkin to share their prediction for 2024.