The 1 Simple Test to Know if You’ve Actually Hired a Real VP of Product or Customer Success … Or Not
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 help he could give us. I just knew we needed help around $2m-$3m so I asked him to help. I...
How Coursera Turned Around Their GRR from 47% to 86% in 12 Months: A Deep Dive
Turning around a struggling renewal rate is the holy grail of growth. When Bradley Lawrence, Senior Director of Customer Success at Coursera, faced a GRR of just 47%, he knew something had to change. Here’s how he did it. He came to SaaStr Annual to share all...
The Top 10 Customer Success Metrics Investors Really Care About in 2025 with Gainsight’s CEO Nick Mehta
Nick Mehta is the CEO of Gainsight, the customer success platform that helps businesses deliver value to customers and drive scalable growth. Over the past 12 years, Nick has met with more than 5,000 companies and hundreds of investors, becoming one of the foremost...
Why I’m Scared to Buy New SaaS Apps Now
So many of you may find this ironic on SaaStr, but I’m scared to buy new SaaS apps today. Genuinely. Why? Let’s make a list. But the uber-reason is buying and renewing has in many cases gotten much less customer-friendly than it used to be. With one big exception:...
How Much More Should Your Sales Team Do … Than Just Plain Selling?
So in the earlier days especially, you’ll be tempted to lean on the sales team to do more than just … sell. Especially, more after they get an e-signature. Especially because the first 1-2 successful reps you hire will often be a bit of a product expert,...
Dear SaaStr: Who Should Our First Head of Customer Success Report To?
Dear SaaStr: Who Should Our First Head of Customer Success Report To? Ah, who should Customer Success report to. It’s not super simple. And it’s changed a lot the last 18-24 months in SaaS and Cloud. There are generally 3 options in the early and middle days:...
Dear SaaStr: How Do You Handle Customers Upset About an Autorenewal?
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 later? Yes, autorenewals likely are in your T&Cs. And yes, if your customer keeps...
The Rise of Vertical SaaS: Achieving 110% NRR from SMBs with Mangomint’s CEO
SaaStr CEO and founder Jason Lemkin chats with SaaStr Fund-backed Mangomint CEO Daniel Lang about why vertical SaaS is booming and how Mangomint got to 110% NRR at eight figures in ARR. What was once often considered too small or too niche, vertical SaaS has recently...
Scaling Customer Success from 0-5,000 Customers with Drata’s VP of Customer Success and VP of Customer Experience
Join Ashley Hyman, VP of Customer Experience, and Wen Yao, VP of Customer Success Management at Drata, as they share invaluable insights on scaling customer success from 0 to 5,000 customers. Discover the fundamental building blocks of customer success, and learn practical strategies for making customer service a top priority, building brand loyalty, and ensuring customer satisfaction. Get tips on balancing digital and human interactions, utilizing customer feedback, and aligning your customer success strategy with business goals.
How to Implement a Customer-First Strategy and Structure with Dashlane’s CPO
Donald Hasson CPO at Dashlane shares insights on how to solve hard problems for customers and how to optimize for the best results for your business.
From Startup to $500M CARR: How Braze’s SVP of Growth Scaled a Growth + CS Team
From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team.
How to Deliver a World-Class Customer Experience at Scale with Monday.com’s VP of CX (Vid + Pod)
Natalie Margolin, VP of Customer Experience at Monday.com, shares strategies and lessons learned to elevate customer experience at scale.
Three Revenue Growth Strategies to Scale Up Customer Success with Hook
How do you leverage your customer success team to drive revenue growth? Hook’s Head of Customer, Natasha Evans, discusses 3 things to fuel revenue growth.
10 Questions Every SaaS Founder Needs to Ask Their Customers with Canvas Ventures and Casetext
Rebecca Lynn General Partner at Canvas Ventures and Jake Heller CEO at Casetext, share the top 10 questions every SaaS founder needs to ask their customers.
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