The other day Nick Mehta CEO of Gainsight invited me to talk about the latest trends in Customer Success. The full session is below. A few points we dove in on:
- Should your VP of CS be most focused on NRR or Churn? The real answer is often — whatever they are best at.
- We now know at scale, the #1 best thing you can do to drive NRR up is add a second (or third) great product. From Box to Datadog, NRR is highest when your larger customers love you so much, they buy 2+ products from you.
- Every SaaS startup now has 2-10 public SaaS companies that are somewhat similar in customer make-up and product. Aim for churn at least as low as they have. Are you like HubSpot or Shopify? Aim for at least 100% NRR. Like Twilio or Gitlab? Aim for 140%. Etc. etc. If you aren’t there yet, that’s job #1 in customer success.
Much more below: