SaaStr Podcast 431: The Playbook to Boosting Net Retention Quickly with Terminus
Tim Kopp, CEO and executive chairman of Terminus shares how net retention revenue fueled their growth and recent series C funding.
Why I Usually (Not Always) Prefer Customer Success to Report to the CEO
Ah, who should Customer Success report to? It’s not super simple. There are generally 3 options in the early and middle days: CEO VP of Sales (once you have one) VP of Something Else. Finance sometimes. Product on occasion. Other “business” co-founder. There are clear...
SaaStr Podcast #428: How to Execute a Winning Self-Service Strategy with Wix Answers
Naomi Rozenfeld, VP of Revenue at Wix Answers shares how to execute a winning self-service strategy, including when to launch, cross-functional implications, and how to find the right balance between self-service and customer support.
Is GRR More Important Than NRR? Probably
Is GRR More Important Than NRR? Probably You can overlook a lot of metrics if growth is strong But logo retention is the one you can't If that isn't 80%+ or higher, customers just aren't sticking around — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin...
GuideCX: 5 Ways to Improve Client Onboarding and Implementation Experiences — and Earn Customers for Life
With new client onboarding, it’s hard to overcome a bad first impression. Here are five ways to improve your client onboarding process and make customers for life.
The #1 Reason SaaS Companies Stall Out at $15m-$20m ARR
In theory, many things can kill a SaaS startup after $4m-$5m ARR In practice, quitting is the only thing In theory, many things can stop a SaaS startup after $4m-$5m ARR from getting to $100m In practice, high churn is the only thing — Jason ✨BeKind✨ Lemkin ⚫️...
SaaStr Podcast #421: 11 Tips to Build Stronger Relationships with Customers
Q: How do you build strong relationships with customers? A few simple ideas: A formal review call 30–60–90 days in. Led by CEO if it’s a key customer. Pick a fixed amount of time that is likely just after you are fully deployed on average. Zoom with 6+ customers a...
SaaStr Podcast #418: 10 Rules for Defining Churn with ForgeRock and Solarwinds
Reducing churn in SaaS, along with increasing new ARR is the backbone to growing your business. In this guide, Andrea Webb, the SVP of Customer Success & Retention at Solarwinds, and Tim Willey, the SVP of Commercial Strategy & Operations at ForgeRock, share their tips for understanding and combating churn.
SaaStr Podcast #415: Fighting Churn with Data with Zuora’s Chief Data Scientist
Churn is inevitable, no matter what you do. In this guide, expert Carl Gold of Zuora, explains how to fight churn with data in SaaS.
9 Tips To Closing More Bigger Deals
If you already have a few bigger deals under your belt, but most are smaller … and you want to build on that and close more “bigger” / enterprise deals … a few higher-level suggestions: Hire a Very Good VP of Sales that has sold at your “high end”...
SaaStr Podcast #406 with Notion Head of Customer Experience Kate Taylor
SaaStr Podcast #406: SaaStr 406: Notion’s Head of Customer Experience, Kate Taylor on How To Approach Delegation at Scale, How Leaders Can Truly Empower Their Team Members & The Role of Sales in a World of Product-Led Growth
Turns Out, 85% of the World Likes “Contact Me”. Even Though You Don’t.
I know you are probably like me. You go to a web service. What do you do? Free trial. Sign Up Now. The very, very last thing I am going to click is “Contact Me.” The last thing I want, as a web-centric small customer/user, is some sales rep selling...
Everyone in SaaS Needs to Do Customer Support. At Least Until You Have 50-100 Employees. But Ideally, Forever.
A ways back we noted a great rant by David Marcus, now of Facebook, and previously President of PayPal. Complaining his employees weren’t using PayPal apps. Well — what did he expect? Yes, he was right. It’s not cool if your team doesn’t use...
SaaStr Podcast #361 with ServiceNow Chief Customer and Partner Officer Lara Caimi
Ep. 361: Lara Caimi is the Chief Customer and Partner Officer @ ServiceNow, the company that allows you the power to make work, work better. Prior to their IPO, ServiceNow raised funding from some of the best in the business, including Sequoia Capital and Greylock. As...
SaaStr Podcast #348 with Dataiku Chief Customer Officer Kurt Muehmel
Ep. 348: Kurt Muehmel is the Chief Customer Officer @ Dataiku, the platform democratizing access to data and enabling enterprises to build their own path to AI in a human-centric way. To date, the company has raised over $146M in funding from some of the best in the...
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