Dear SaaStr: My Startup is Entering Its First Churn Cycle after 2 Years. What Should We Know?
Dear SaaStr: My Startup is Entering Its First Churn Cycle after 2 Years. What Should We Know? What’s most important is: Segment it. You’re already alluding to this. But generally, between Small, Medium and Larger customers because they will churn at different rates....
SaaStr Podcast #147: Shan Sinha, Founder & CEO @ Highfive On Why Payback Period Is The Critical Metric
Welcome to Episode 147! Shan Sinha is the Founder & CEO of Highfive, the startup that quite simply makes insanely simple video conferencing. They have raised over $45m in funding from some of the best in the business, including a16z, Lightspeed General Catalyst,...
SaaStr Podcast #143: Ben Uretsky, CEO @ DigitalOcean on Scaling To 1m Customers with No Sales Team
Welcome to Episode 143! Ben Uretsky is the Co-Founder & CEO of Digital Ocean. Under Ben’s leadership, DigitalOcean has risen from a cloud startup for developers to the second largest and fastest growing cloud computing platform. To date, more than 1m developers...
SaaStr Podcast #122: Edith Harbaugh, Founder & CEO @ LaunchDarkly On How To Successfully Scale The 1-10 Customer Phase Of Any SaaS Business
Welcome to Episode 122! Edith Harbaugh is the Founder & CEO of LaunchDarkly, the startup that allows you to fearlessly and swiftly release software by separating feature rollout from code deployment. They have raised over $10m in funding from many previous guests...
What is the proper way to offboard a SaaS customer?
Treat them like a paused customer that may come back. … A great SaaS CEO recently said to me, “For every customer we lost in the early days, we actually lost them 3 more times. Because our contact went on to another company — and didn’t buy us there. Or the next...
SaaStr Podcast #111: Dan Burkhart, Founder & CEO @ Recurly Shares How to Build & Scale A Customer Success Team
Welcome to Episode 111! Dan Burkhart is the Founder & CEO of Recurly, the startup powering much of the subscription success, trusted by the likes of Twitch, CBS Interactive, and Hubspot, just to name a few. They have raised over $20m in VC funding from...
Why NPS Is More Important Than Revenue
By Aaron Ward, CEO and Co-founder AskNicely You have finally got a pitch meeting with investors. They stare over the table at you, and ask “So, how do we know you can keep the revenue coming in?” You are prepared with all your figures for the last four quarters, your...
Anthony Kennada (Gainsight), Menaka Shroff, Aaron Levie (Box): Running The Box Playbook – Even Better The Second Time (Video + Transcript)
Having worked at Box in its early days before branching off into new startups, Anthony Kennada and Menaka Shroff took the lessons they learned there to their next startups. Along with Jason Lemkin, they’re joined by their former boss, Box CEO Aaron Levie, to have a...
SaaStr Podcast #093: Lexi Reese, Chief Customer Experience Officer @ Gusto Discusses How to Manage NPS Effectively with Scaling
Welcome to Episode 93! Lexi Reese is the Chief Customer Experience Officer at unicorn startup, Gusto and is one of the top female executives in Silicon Valley. Lexi’s passion for serving customers was sparked by her early career in microfinance as a public policy...
David Obrand (Radius), April Oman (Zuora), Sarah Kokin Jacobsohn (Cornerstone OnDemand): Customer Success: Upsells, Cross-sells and Expansion (Video + Transcript)
Customer success is a relatively new function within SaaS organizations, but luckily, we’re moving past the days where it gets confused with customer support. Santi Subotovsky from Emergence Capital sits down with three customer success gurus: David Obrand, COO at...
SaaStr Podcast #078: Kathryn Minshew, Founder and CEO @ The Muse Shares Why You Have to Make Customers Uncomfortable in the Early Days
Welcome to Episode 78! Kathryn Minshew is the Founder & CEO of The Muse, named to Forbes’ 30 Under 30 in Media and Inc.’s 15 Women to Watch in Tech. Before founding The Muse, Kathryn worked on vaccines in Rwanda and Malawi with the Clinton Health Access Initiative...
SaaStr Podcast #077: Michael Sharkey, Founder & CEO @ Autopilot On What Exactly Net Retention Is and Why the Best In SaaS Focus On It
Welcome to Episode 77! Michael Sharkey is CEO & co-founder of Autopilot, the startup that allows you to automate customer journeys as simply as drawing on a whiteboard. Autopilot has funding from some of the best investors both in Australia and in SaaS with...
SaaStr Podcast #068: Ryan Petersen, Founder and CEO @ Flexport On Why NPS Is the Most Important Metric for SaaS Startups
Welcome to Episode 68! Ryan Petersen is the Founder and CEO of Flexport, the freight forwarder for the internet age. Flexport recently raised a phenomenal $65m Series B from the likes of Founders Fund, First Round, Felicis Ventures, Bloomberg Beta, Yuri Milner, Susa...
Annie Tsai, CCO @ DoubleDutch: Customer Success: Don't Make These 5 Mistakes. I Did. (Video + Transcript)
Customer Success is a relatively new function in SaaS and we talk a lot about it at SaaStr. While it’s only been around in it’s current iteration since 2010-ish, leaders have quickly realized Customer Success was is unequivocally integral part of a...
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