SaaStr Academy

Customer Success

Company Culture, Customer Success, Customer Success, Diversity & Inclusion, Hiring, Marketing Strategy, Podcasts, SaaS Product Pricing, Sales

SaaStr Podcast #206: Ryan Barretto, SVP of Global Sales at Sprout Social With 4 Core Considerations Startup Founders Must Recognize When Pricing Their Product

By Harry Stebbings | January 11, 2019

Welcome to Episode 206! Ryan Barretto is the SVP of Global Sales at Sprout Social, a leading provider of social media engagement, advocacy and analytics solutions for business. To date…
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Blog Posts, Customer Success, Early, Featured Videos, Growth, Leadership, Product, SaaS Product Pricing, SaaStr Events, Scale, Videos

Olivier Pomel, CEO of Datadog: How to Build and Sell a Product that Customers Love (Video + Transcript)

By Faith Storey | October 30, 2018

Co-Founder at Plato, Jean-Baptiste Coger (JB), held a session with CEO at Datadog, Olivier Pomel, at SaaStr Europa. Pomel focuses his talk on making your SaaS startup customer-centric. He talks…
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Blog Posts, Customer Success, Customer Success, Growth, Hiring, Product, SaaStr Events, Scale, Videos

Best Practices in Customer Success in 2018: Maximizing Revenue, NPS and Happiness (Video + Transcript)

By Faith Storey | October 25, 2018

This session with leaders in the customer success space discusses best practices for your customer success teams in 2018. They talk about when to hire your VP of Customer Success,…
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Company Culture, Customer Success, Customer Success, Growth, SaaStr Events, Videos

The Secret to Keeping Customers Happy for 20 Years – Lesson From President at SurveyMonkey (Video + Transcript)

By Faith Storey | October 9, 2018

At SaaStr Annual 2018, Tom Hale, President of SurveyMonkey, talked about SurveyMonkey’s success in customer satisfaction. He talks about NPS, how to understand it and utilize the data from your…
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Customer Success, Customer Success, Early, Podcasts, Product

SaaStr Podcast 195: Dan Reich, Founder & CEO @ Troops.ai Shares Why Current Org Charts Are Upside Down

By Harry Stebbings | October 5, 2018

Welcome to Episode 195! Dan Reich is the Founder & CEO @ Troops.ai, the startup that is the ultimate slackbot for sales teams. To date, Dan has raised over $17m in…
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Customer Success, Early, Q&A

What do you think about designing compensation plans/OTE for a customer success team for an early stage startup ($1M-$2M ARR)?

By Jason Lemkin | October 5, 2018

In early days, you basically have 2 decisions to make on comp plans for Customer Success: First, do you want: a variable component (often 85/15 or 80/20 or so), or…
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Blog Posts, Customer Success, Early, Featured Posts, Marketing

How to Invest in Customer Marketing: The 10+10 Framework

By Jason Lemkin | August 18, 2018

I want to spend a lot of time in the coming year on SaaStr on Customer Marketing. While the concept may sound old hat to those that have been in…
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Blog Posts, Customer Success, Growth

Champion Change: You Gotta Jump On It

By Jason Lemkin | July 3, 2018

One of the most subtly stressful parts of running a SaaS company, or any company with larger customers, is Champion Change. When the key stakeholder at your customer who brought…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

What is a SaaS company cancellation policy on yearly contracts?

By Jason Lemkin | May 20, 2018

The simple answer “of course” in that yearly contracts can’t be cancelled — per se. That’s the whole point of whatever explicit or implicit discount you give for doing a…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A, Sales Strategy

In software sales, which is better: account executive (new business, fewer accounts, and outbound) or account management (existing account growth and revenue analysis)?

By Jason Lemkin | May 17, 2018

“Better” is hard to say but what is clear is that the Account Management role in SaaS is a much more fluid, in transition role. In recurring revenue, the sale…
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Career Growth & Advice, Customer Success, Customer Success, Early, Q&A

What is the average ratio of support staff to customer counts in a SaaS model?

By Jason Lemkin | May 16, 2018

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…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

What were aspects of your startup that were easier than you anticipated?

By Jason Lemkin | May 12, 2018

The part I didn’t originally get was how relatively easy is it to grow exising accounts and account size if your customers are happy. We segmented customer retention by Small,…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

In B2B marketing, how do I prevent a churn?

By Jason Lemkin | April 25, 2018

You don’t. Instead, you drive it down. Each quarter. You can’t eliminate churn. It’s a fact of business life in selling a product with recurring revenue and thus recurring sales….
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

My SaaS company (2 years old) has just enterered its first churn cycle. How have other successful SaaS companies thought about their churn rate at this phase (net, gross, and logo/brand churn, in particular)?

By Jason Lemkin | April 18, 2018

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. Net (including upsell /…
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Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

What do you do with SaaS customers that no longer renew or cancel the product? Are they considered as churned?

By Jason Lemkin | April 13, 2018

You put them into a Get Them Back bucket and re-market to them with a dedicated program. Customers are often not gone forever. Yes, it’s really tough to lose them….
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