How to Create User Delight When Building a Bottom-Up SaaS Business with Scratchpad Co-Founder/CEO Pouyan Salehi and OpenPhone Co-Founder Daryna Kulya (Video)
To expand using a bottom-up model, SaaS businesses need to create a more delightful experience for every user. These experiences don’t just happen when customers unlock your product’s value without jumping through several hoops. The opportunity to delight goes beyond...
11 Basic Tips to Lower Your Churn Rate (Updated)
You barely notice high churn on the way to $2m-$3m ARR. You are just growing so fast, and are so new. It starts to impact growth somewhere in the $5m+ range. Numbers are often still OK though. At $10m ARR, high churn starts to stop growth At $20m ARR, it can end your...
CRO Confidential: How The Biggest Product-Led Enterprise Company In The World Did It With Atlassian CRO Cameron Deatsch (Pod 640 + Video)
How did the largest product-led growth enterprise company in the world find success? In this week’s episode of CRO Confidential, Cameron Deatsch, CRO of Atlassian, shares his wisdom with Founders Fund Partner Sam Blond. Atlassian is trading at over $40B with revenue...
9 Questions To Ask Candidates for Your First Head of Customer Success (Updated)
There are tons of customer success veterans out there. So you can find folks to join you. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Now there are 100s and 1000s. But the...
CRO Confidential: How Customer-First Focus Drives Retention and Revenue With Brex GM of Startups Lucas Fox (Pod 635 + Video)
While the allure of customer acquisition can pull a founder’s attention, it’s equally important to dedicate resources to fighting churn and expanding revenue from existing customers. One company that has unlocked the secret to solid retention and revenue expansion is...
Want Happy Customers? Implement the 5-Visits-Plus-2-Badges Rule. For Your Customer Success Team — And You. (Updated)
If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. For one simple reason: Second Order Revenue. Upsells. Renewals. Word-of-Mouth. Champion Change. What it all means is that if you do it right, you’ll make 6x or...
Revenue Alignment: How to Pull Marketing, Sales, and Customer Success Together with Divvy CRO Sterling Snow (Pod 628 + Video)
In many companies, the longtime dispute between sales and marketing prevents them from collaborating or agreeing on a goal. Divvy’s CRO, Sterling Snow, created a structure aligning these two teams with others to create a formidable revenue team. This structure drove...
Dear SaaStr: What Should Be The Priorities of SaaS Founders During The Early Stages?
Dear SaaStr: What Should Be The Priorities of SaaS Founders During The Early Stages? Some ideas: Find a truly great co-founder. Slow it down until you do. There is too much to do in SaaS — sales, customer success, product, engineering, demand gen, etc. If you don’t...
How to Get the Most Out of Your Entire Revenue Motion with Salesloft CMO Lauren Vaccarello (Video)
Your revenue targets aren’t changing, but the world around you is. Small tweaks at every stage of the revenue cycle can help you stay on target no matter what is thrown your way. Starting with inbound leads, Chief Marketing Officer at SalesLoft, Lauren Vaccarello,...
Secrets to SMB at Scale with HubSpot CEO Yamini Rangan and SaaStr Founder & CEO Jason Lemkin (Pod 616 + Video)
Across their 100,000 customers, HubSpot has endured an unforgettable past few years. Their customers desperately need to make sense of this new world – not only how to survive massive digital acceleration but also high inflation and other forms of political and...
From Stealth to Unicorn in 11 Months: Top 5 Lessons Learned with Drata CEO Adam Markowitz and Cowboy Ventures Partner Amanda Robson (Video)
Building a fast-growing business while tackling fierce competitive challenges is a formidable journey. Every successful SaaS business strategy requires a full-potential ambition aimed at sustained profitable growth. But once you begin to scale your business, you...
What Bootstrapped Companies Do Better than VC-Backed Ones with Paddle Chief Strategy Officer Patrick Campbell and Senior Product Manager Allissa Chan (Video)
Startups often begin with a bootstrapping phase with little to no outside investment. Many, however, will eventually switch to the externally funded phase because bootstrapping isn’t for every business. Some startups need constant cash infusions to achieve growth....
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...
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