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.
Don’t Settle for Less Than 100% NRR from SMBs (Updated)
"How HubSpot fought its way out of low NRR in the early days" with @bhalligan + @dharmesh pic.twitter.com/frlKW6V6oW — Jason ✨👾SaaStr.Ai✨ Lemkin (@jasonlk) June 3, 2025 As part of our 5 Interesting Learning series we’ve had a chance to do...
Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead.
Customers that complain still care You haven't truly lost them until they stop — Jason ✨2022 SaaStr Annual Sep 13-15 ✨ Lemkin (@jasonlk) September 3, 2021 There’s a lot of Internet advice that makes a lot of sense, but not necessarily in SaaS....
14 Things You Can Do Right Now to Be More Customer-Centric
One thing that always works is being more customer-centric. It’s something you can do right now, even with no extra leads, no more budget, no amazing VP of Sales. You can do it with the team you already have. And it works even better if you are going through a...
What To Do When a Customer Doesn’t Pay? Let it Go and Move On.
Dear SaaStr: “Something I’ve noticed as the economy has gotten tighter, big enterprise customers seem to think when they get their budgets cut that it’s okay to simply call the vendor and say yes that multiyear contract we signed? We can’t...
A Look Back: “Scaling Outside Silicon Valley: Going from $0 to $60M ARR in 4 Years with Eric Rea, CEO of Podium” (Video + Transcript)
In the run up to SaaStr Europa 2022 in Barcelona on June 7-8, we’re taking a look at some of the top all-time SaaStr Europa sessions. In 2019, Eric Rea, CEO of Podium, joined us to share how he grew the company he launched from his spare bedroom into one of the...
Why NRR is Probably The Wrong Core Metric for Your Customer Success Team
Ok, this may seem like an odd post on SaaStr. We’ve talked for 10 years about the power of compounding, recurring revenue. Even back when it wasn’t really understood well. Our second SaaS blog post ever, in 2012 (updated after) was “Want to...
A Look Back: “Land, Expand, Explode: How to Win the Long-Game in SaaS” Egnyte Chief Customer Officer and Co-Founder Rajesh Ram (Video + Transcript)
In the run up to SaaStr Europa 2022 in Barcelona on June 7-8, we’re taking a look at some of the top all-time SaaStr Europa sessions. In 2019, Egnyte Co-Founder Rajesh Ram joined us in Paris to talk about going long in SaaS. The SaaS business model has risen to...
Pick Up The Phone. Answer the Chat. Be Present.
B2B companies, ACV $20k: “We can’t afford to pick up the phone or respond to chat in real-time” B2C companies at $150 price point: “We answer every call and chat in 60 seconds or less”: — Jason ✨BeKind✨ Lemkin #ДобісаПутіна (@jasonlk) April 4, 2022 We’ve...
5 Simple Things You Can Do To Not Lose Your Top Customers
Dear SaaStr: What were the signs you missed before you lost a major customer? Way too many Customer Success teams: – Highlight what's working, often with endless slides – Hide from tough feedback – Don't actually fix what needs fixing...
Building a Successful Customer Advisory Board in the Enterprise with Mapistry’s VP of Customer Experience Maya Colato (Pod 539 + Video)
Maya Colato, Vice President of Customer Experience at Mapistry, outlines how you can build a successful Customer Advisory Board.
You Aren’t Doing Enough Customer Marketing
How much do you talk about Customer Marketing? Be honest. It’s the #1 thing SaaS companies do the least of, that they should be doing far more of. It gets almost completely ignored until $15m, $20m ARR, or even longer. And even then, it’s often an...
10 Things Changing Now in the World of Customer Success with Gainsight CEO Nick Mehta (Pod 529 + Video)
Nick Mehta, CEO at Gainsight, discusses ten ways customer success is changing and how you can help your business catch up if you’re still a bit behind.
Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre (Pod 527 + Video)
Gorgias CEO Romain Lapeyre shares advice on how to use data to acquire more customers and increase ARR.
SVP and GM, SaaStr
Related Posts
