customer success

Learn what it takes to scale Customer Success at every stage of growth — from $1M to $300M+ in ARR — with founder and Managing Partner at Success Venture Partners and former VP of Customer Success at Motive.

So we’ve been talking about customer success at SaaStr longer than almost anyone else, going back to our very first posts in 2012, including on Second Order Revenue. CLTV Isn’t The Whole Story. Don’t Shortchange Second-Order Revenue. And we’ve used a lot of anecdotal data to suggest how much to spend on CS: $2m per…
Continue Reading

Dear SaaStr: Who Should I Hire First to Get My Customer Success Function Going? Key criteria for first customer success hire: – smart – truly understands and cares about the problem your product solves– lives and breathes making customers happy Rest, you can give on — Jason ✨Be Kind✨ Lemkin  🇮🇱 (@jasonlk) December 20,…
Continue Reading

SaaStr alum Poya Osgouei has a great Uncharted podcast that does a deeper dive with many SaaS execs. Up this week is Jonah Mandel, VP of Sales and Customer Success at Capchase. Jay discusses what he felt AliBaba did extremely well to stay close to it’s customers as well as some of his tips that have…
Continue Reading

So a little while back we had a deep dive on just how much of a product expert your VP of Sales needs to be, and your sales team in general. More on that here. The bottom line is while views weren’t consistent, I can tell you VPs of Sales that don’t know the product…
Continue Reading

So we’ve been writing about the power of a strong, funded, dedicated customer success organization since the beginning of SaaStr way back in 2012. While now mainstream, our early thinking on the power of Second Order Revenue, in many ways, informed a generation of SaaS entrepreneurs and the whole CS space. But … things have…
Continue Reading

Hire customer success early. As early as when you close your first 1 or 2 big customers. But should you hire a "VP" early? Yes … if will they actually do the work These days though, a VP often needs a team of 8 to do it … #saastrannual pic.twitter.com/jPOGxcTpNF — Jason ✨Be Kind✨ Lemkin…
Continue Reading

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 bad news is, many can’t really do the job a…
Continue Reading

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 more the revenue from your customers after the sale itself….
Continue Reading

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 the company to a $2.5 billion-dollar acquisition by Bill within five years. In this…
Continue Reading