Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from ChurnZero
So ChurnZero put out a great new report surveying 1,037 customer success professionals. The average size was 51-200 employees, so when things are taking off. Grab it here. A few things stood out to me: #1. 53% of VPs of CS report to the CEO or COO, and then 17% to...
How Focusing on Delivering Customer Value Generates Business Value with Gusto Co-Founder Josh Reeves (Pod 606 + Video)
Many entrepreneurs seek to create something new, but not everyone has the drive to create new and valuable solutions for today’s problems. Every successful company, established or on the rise, shares this feature: they provide value to their customers. The real value...
Don’t Fear Business Process Change. It’s (Usually) a Good Thing.
A while back I was having a discussion, not quite a debate, but a discourse with an extremely smart VC — far smarter than me — who was relatively new to SaaS, having spent more time in B2C. Like a lot of folks tip-toeing from B2C to SaaS, his first stop...
Dear SaaStr: Should I Start My SaaS App Off As Totally Free?
Dear SaaStr: Should I Start My SaaS App Off Totally Free? Almost always — no matter how freemium you want to go in SaaS, you should at least have a paid edition on Day 1. Even if you are going pure freemium. My top 50 biggest mistakes include not charging at all for...
Secrets To Combining PLG and Enterprise Sales with Grammarly CEO Brad Hoover (Pod 602 + Video)
AI-powered communication technology is helping people improve the quality and impact of their communication. Grammarly CEO Brad Hoover shares the keys to unlocking product-led growth in the enterprise through learnings from the company’s 13+ year journey helping...
Customers Love a Good Product Roadmap Review. Go Do More of Them.
So recently, we were collecting feedback from our 200+ sponsors at SaaStr Annual, and I noticed something odd. Our Sponsor NPS this year was 75, which is high in general and especially high for event sponsors. But when we then went to talk to them, we mostly got...
The Earlier, the Better: How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)
If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief...
Your Customer Success Team Probably Really Are Just Gap Fillers
A lot of CS teams are just gap fillers A gap opens up when: – Sales abandons the customer the moment deal is closed– Support too reactive & slow to solve real issues– Deployment harder than should be An important gap to fill, and a full-time job...
Everything That Breaks on the Way to $1 Billion ARR With Mailchimp Co-Founder Ben Chestnut (Pod 592 + Video)
In some cases, weirdness wins the race. The lovably off-beat “weird” marketing automation platform Mailchimp was recently acquired by Intuit for $12 billion. At SaaStr Annual 2022, Mailchimp Co-Founder Ben Chestnut sat down with SaaStr Founder Jason Lemkin to answer...
Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)
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.
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...
More Than Revenue: Why Choosing Your First Customers Matters More Than You Think with Pigment Co-Founder & Co-CEO Eléonore Crespo (Pod 584 + Video)
When software startups are in their early stages, most rely on their ARR as their primary indicator of success. However, according to Eléonore Crespo, co-founder of Pigment, it’s not all about ARR. Founders should give an adequate amount of focus to picking their...
14 Things You Can Do Right Now to Be More Customer-Centric
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 can do it with the team you already have. And it works even better if you are going through a...
Finding Opportunities in Every Challenge: From Humble Beginnings to 30 Million Users with Miro Founder and CEO Andrey Khusid, and ICONIQ Growth General Partner Matthew Jacobson (Pod 580 + Video)
In this SaaStr Europa 2022 session, Matt Jacobson, General Partner at ICONIQ Growth, interviews Miro’s Founder & CEO, Andrey Khusid, to get insight into how he was able to grow the company so successfully.
SVP and GM, SaaStr
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