Blog Posts, Company Culture, Compensation, Customer Success, Featured Videos, Growth, Hiring, Leadership, Marketing, Marketing, Metrics, SaaStr Events, Sales, Scale, VideosMark 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…
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Blog Posts, Customer Success, Early, SaaS Product Pricing, SalesI 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…
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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…
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Career Growth & Advice, Customer Success, Customer Success, Hiring, PodcastsWelcome 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…
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Customer Success, Customer Success, Podcasts, ProductWelcome 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…
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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…
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Blog Posts, Customer Success, Customer Success, Growth, Hiring, Product, SaaStr Events, Scale, VideosThis 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, VideosAt 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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Career Growth & Advice, Company Culture, Customer Success, Early, PodcastsWelcome 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&AIn 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, MarketingI 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, GrowthOne 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&AThe 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“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&ATypically 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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