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...
Your (Belated) SaaS New Year’s Resolution: Add a Layer
I know you don't do OutboundEventsWebinarsTravel to customers Have a BD teamOffer enterprise edition And you are doing great But what if you did? — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) January 13, 2025 I agree with most Start-Up Truisms. One...
Dear SaaStr: Should Cancellations be Effective Immediately for a SaaS Company? Why?
Dear SaaStr: Should Cancellations be Effective Immediately for a SaaS Company? Why? Yes, they are leaving. But they may still come back. And even more likely, if you treat them well, they still may tell others to use you. So — do whatever is best for the customer....
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.
The State of SaaS Go-to-Market with Theory Ventures General Partner Tomasz Tunguz
Tomasz Tunguz, General Partner at Theory Ventures, shares nine observations from a Go-To-Market survey Theory Ventures did with hundreds of startups.
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.
Dear SaaStr: How Do Enterprise SaaS Companies Deal With Late Payments?
Dear SaaStr: How Do Enterprise SaaS Companies Deal With Late Payments? Yes, in the end, you have to be willing to switch off the platform. But do it gracefully, with respect. Do it the same exact way you’d want to be treated if you were a customer. The key is...
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.
Overcoming the PLG Trap: Lessons from Canva’s Head of Sales & Head of EMEA
Head of Sales & Success for EMEA and Head of Strategic Sales for EMEA, share Canva’s journey from PLG to Enterprise, strategies to navigate the PLG trap.
A Pause is Better Than a Cancel. And A Downgrade is Not Churn.
Many of you will come under a lot of pressure these days to pause accounts, to downgrade accounts, and more. Even Marc Benioff, CEO of Salesforce, said they are still seeing intense downgrade pressure today. Even at Salesforce. And many of you are pushing back when...
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.
CRO Confidential: How Wiz Went From $0 to The First $100M with Wiz ex-CRO Colin Jones (Pod 665 + Video)
Some are reporting Google may buy SaaS security leader Wiz for over $20 Billion — just a little over 4 years after founding! That would be a record. Whatever happens, Wiz’s growth is already a record to $100m, to $350m ARR … and beyond. It may...
Founder SaaStr
Related Posts
