SaaStr Academy

Customer Success

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)?

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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