Customer Success Is A Single Digit Hire (Updated)
Hire customer success early. As early as when you close your first 1 or 2 big customers. But should you hire a "VP" early? Yes … if will they actually do the work These days though, a VP often needs a team of 8 to do it … #saastrannual...
To Have Great Support — All Of It Has to Be Great
And, the one thing better than exceptional support, is exceptional support that's included free in your subscription. Not many people know this, but that's a secret HubSpot moat. Something the big, enterprise players can't afford to do because they make...
Have You Visited Your Top 5 Customers This Year? No? Well, Book the Flights.
A ways back on SaaStr, we wrote an important post on your customer success leaders — The 5+2 Rule. That every member of your CS team needs to visit 5 customers in person a month — and be issued 2 customer badges a year (because they visit in-person so...
How to Take Your Strategic Customer Relationships to the Next Level with Lessons from Box and Certa (Video)
Did you know that 80% of customers say that the experience a company provides is as important as the products and services that it offers? As a growing company, building strong partnerships with strategic customers can quickly become one of your biggest assets. In...
I Never Lost a Customer I Actually Visited In Person
There’s a lot to talk about in customer success about churn, and about upsells. Together, they are one of the most critical topics in recurring revenue business models. To all that, I wanted to add one very tactical insight: of the 1000s of customers we closed...
How to Create User Delight When Building a Bottom-Up SaaS Business with Scratchpad Co-Founder/CEO Pouyan Salehi and OpenPhone Co-Founder Daryna Kulya (Video)
To expand using a bottom-up model, SaaS businesses need to create a more delightful experience for every user. These experiences don’t just happen when customers unlock your product’s value without jumping through several hoops. The opportunity to delight goes beyond...
CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox (Pod 635 + Video)
While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. One company that has unlocked the secret to solid retention and revenue expansion is...
The Two Things to Do. When You Don’t Know What to Do. (Updated)
And if you don't know the way? Go on a listening tour Go talk to 100 of your customers, at least 20 in person They always have some good ideas Build the best one or two — Jason ✨Be Kind✨ Lemkin ???????? (@jasonlk) January 25, 2023 There may come a time, or...
4 Recent, Very Bad, Truly Terrible Customer Success Experiences. Just This Week.
So I’ve written a bit about a topic that a lot of folks challenge me on. But look, it’s true. Customer Success has gotten worse over the past few years. Much worse. It’s tough to say out loud without making some folks upset, but behind closed...
What Bootstrapped Companies Do Better than VC-Backed Ones with Paddle Chief Strategy Officer Patrick Campbell and Senior Product Manager Allissa Chan (Video)
Startups often begin with a bootstrapping phase with little to no outside investment. Many, however, will eventually switch to the externally funded phase because bootstrapping isn’t for every business. Some startups need constant cash infusions to achieve growth....
How to Scale a Platform and Ecosystem to $10B with Atlassian CRO Cameron Deatsch (Pod 611 + Video)
Scale-ups are exciting. They demonstrate spectacular growth and expansion while revolutionizing and disrupting industries with new business models. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready...
Dear SaaStr: Should I Start My SaaS App Off As Totally Free?
Dear SaaStr: Should I Start My SaaS App Off Totally Free? Almost always — no matter how freemium you want to go in SaaS, you should at least have a paid edition on Day 1. Even if you are going pure freemium. My top 50 biggest mistakes include not charging at all for...
The Earlier, the Better: How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)
If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief...
Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)
Rav Dhaliwal, Investor and Venture Partner at Crane Ventures, Lindsey Serafin, VP of Customer Success at Snyk.io, and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success. Hook Founder & CEO Firaas Rashid moderated the session.
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