Customer Success Archives

Blog Posts, Customer Success, Customer Success, Hiring, Videos

Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)

By Amanda Beaty | September 19, 2022

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.

Blog Posts, Customer Success, Early, Growth

Don’t Settle for Less Than 100% NRR from SMBs (Updated)

By Jason Lemkin | September 19, 2022

120% NRR: Your revenue doubles in 5 years even with no new customers 110% NRR: Your revenue doubles in 8 years even with no new customers 100% NRR: Your revenue…
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Blog Posts, Customer Success, Customer Success, Q&A

Dear SaaStr: How Do You Handle Customers Upset About an Autorenewal?

By Jason Lemkin | August 27, 2022

Dear SaaStr: How do you handle B2B customers who want a refund on an annual subscription because they didn’t realize that their credit card would get charged again a year…
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Blog Posts, Customer Success

Don’t Fire Your “Worst” Customers. Hire Them a Psychiatrist Instead.

By Jason Lemkin | August 26, 2022

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…
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Blog Posts, Customer Success, Customer Success, Early

14 Things You Can Do Right Now to Be More Customer-Centric

By Jason Lemkin | August 21, 2022

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…
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Blog Posts, Customer Success, Growth, Product

The 1 Simple Test to Know if You’ve Hired a Real VP of Product or Customer Success … Or Not

By Jason Lemkin | July 8, 2022

I remember the first time I had a “head of product” in SaaS. I’d known him for many years, and knew he was great … but didn’t really know what…
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Blog Posts, Customer Success, Growth, Sales, Sales

What To Do When a Customer Doesn’t Pay? Let it Go and Move On.

By Jason Lemkin | July 3, 2022

As you begin to scale and add a sales team, you’ll encounter more and more drama with “bad” customers. These so-called “bad” customers from a sales team perspective will include:…
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Blog Posts, Customer Success

Big Companies Don’t Churn. They Quit You.

By Jason Lemkin | June 18, 2022

“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Folks…
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Blog Posts, Customer Success, Marketing, SaaStr Events, Sales, Sales, Videos

A Look Back: “Scaling Outside Silicon Valley: Going from $0 to $60M ARR in 4 Years with Eric Rea, CEO of Podium” (Video + Transcript)

By Team SaaStr | May 23, 2022

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…
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Blog Posts, Customer Success, Growth

Why NRR is Probably The Wrong Core Metric for Your Customer Success Team

By Jason Lemkin | April 28, 2022

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. …
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Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Featured Videos, Leadership, Marketing, SaaStr Events, Scale, Videos

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)

By Faith Storey | April 11, 2022

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…
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Blog Posts, Customer Success, Engineering, Featured Videos, Hiring, Leadership, SaaS Product Pricing, SaaStr Events, Videos

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

By Faith Storey | April 10, 2022

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. Olivier Pomel, CEO and…
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B2B SaaS Blog - Pick Up The [D**n] Phone

Blog Posts, Customer Success, Marketing, Sales

Pick Up The Phone. Answer the Chat. Be Present.

By Jason Lemkin | April 8, 2022

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…
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Blog Posts, Customer Success, Customer Success, Growth, Q&A

5 Simple Things You Can Do To Not Lose Your Top Customers

By Jason Lemkin | March 21, 2022

Q: 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…
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Blog Posts, Career Growth & Advice, Customer Success, Customer Success, Growth, Q&A

What To Do When A Customer Wants to Cancel A Contract

By Jason Lemkin | March 20, 2022

Hopefully, 100% of your customers love you. But as time goes on, you’ll oversell a few deals. Or not quite deliver in some fashion. Or fail to deploy in others….
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