Blog Posts, Customer Success, Customer Success, Early, Sales
I remember the first customer I lost due to not showing up in person. They were a Fortune 50 customer. We did a CSAT survey, and every user loved us. …
Continue Reading
Blog Posts, Customer Success, Growth, Leadership
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…
Continue Reading
Blog Posts, Company Culture, Compensation, Customer Success, Featured Videos, Growth, Hiring, Leadership, Marketing, Marketing, Metrics, SaaStr Events, Sales, Scale, Videos
Mark Roberge is a senior lecturer at Harvard Business School and the former CRO at Hubspot. His session was our highest-rated session at SaaStr Annual 2019 and you’re about to…
Continue Reading
Blog Posts, Customer Success, Early, SaaS Product Pricing, Sales
I remember the first time I tried to do the Old Price-Raise-Without-Notice tactic. We’d closed Qualcomm in Year 1 for the grand total of $10,000. Not all of Qualcomm, but…
Continue Reading
Customer Success, Customer Success, Podcasts, Scale
Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. To date Gainsight have raised…
Continue Reading
Career Growth & Advice, Customer Success, Customer Success, Hiring, Podcasts
Welcome to Episode 209! Amanda Kleha is the Chief Customer Officer @ Figma, the startup that allows you to turn ideas into products faster through design, prototyping and feedback gathering, all…
Continue Reading
Customer Success, Customer Success, Podcasts, Product
Welcome to Episode 207! Jason VandeBoom is the Founder and CEO of ActiveCampaign, a sales and marketing automation platform that enables small businesses around the world to meaningfully connect and…
Continue Reading
Blog Posts, Customer Success, Early, Featured Videos, Growth, Leadership, Product, SaaS Product Pricing, SaaStr Events, Scale, Videos
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…
Continue Reading
Blog Posts, Customer Success, Customer Success, Growth, Hiring, Product, SaaStr Events, Scale, Videos
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,…
Continue Reading
Company Culture, Customer Success, Customer Success, Growth, SaaStr Events, Videos
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…
Continue Reading
Career Growth & Advice, Company Culture, Customer Success, Early, Podcasts
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…
Continue Reading
Customer Success, Early, Q&A
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…
Continue Reading
Blog Posts, Customer Success, Early, Featured Posts, Marketing
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…
Continue Reading
Blog Posts, Customer Success, Growth
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…
Continue Reading
Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A
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…
Continue Reading