SaaStr

APRIL 6, 2025

The Secrets Inside Google Clouds Growth with Sarah Kennedy, Vice President Google Cloud Marketing #3. The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. In-Person Sales Generate 3x Higher Conversions Per The CROs of Toast, Splunk, Brex and Slice Top Pods: #1.

Scale 186

Scale Software Review Marketing Cloud 186

SaaStr

OCTOBER 24, 2021

“State of the Cloud with Bessemer Venture Partners” The most recent update on where the Cloud is — and is going. #2. “Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success “ A deep dive on what’s new in CS. . #4 It’s Never the User’s Fault.

VP of Engineering 260

VP of Engineering Cloud Scale Churn 260

SaaStr

OCTOBER 17, 2021

The Top 8 Questions To Ask Candidates for Head of Customer Success. Top Videos of the Week: State of the Cloud 2021 with Bessemer Venture Partners. State of the Cloud, Shopify’s President, PagerDuty’s CEO, and More! Why a Great Rep Can Close 9x More Than a Poor Rep, and Even 2.5x More Than a Good Rep.

Cloud 255

Cloud Scale Customer Success Scaling 255

SaaStr

JULY 18, 2024

How can you bridge the gap between sales and tech to drive customer success? The 3 Building Blocks The three building blocks that bridge the gap between sales and Field CTOs are: Product knowledge Balance Trust Building Block #1: Product Knowledge Field CTOs must work closely with sales from a customer perspective.

CTO Coach 296

CTO Coach CTO Technical Review Customer Success 296

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. From reactive to proactive customer support.

Scale 223

Scale Customer Success Scaling B2B 223

SaaStr

MARCH 1, 2025

The market you choose determines everything downstream: What product you build Who you need to hire How you go to market What systems you need to create Look at Snowflake’s decision to focus exclusively on cloud data warehousing rather than traditional on-premise solutions. Remember: you’re not creating demand from scratch. .

Scale 182

Scale Systems Review Scaling Leadership 182

SaaStr

AUGUST 25, 2021

But the vast majority of the top SaaS and Cloud companies have shown top-tier NRR can scale forever. And even more importantly, triple down on customer success, customer marketing, and customer happiness. Zendesk’s NRR here: There will be exceptions, of course. Probably even to $10B+ in ARR.

Scaling 338

Scaling Investment Cloud Customer Success 338

Tom Tunguz

APRIL 11, 2020

For most software companies, COGs encompasses cloud hosting costs and some fraction of customer success and professional services salaries. For startups, there tend to be two significant drivers of gross margin: cloud computing costs and professional services. The company generates a gross profit of 60%.

Travel 363

Travel Cloud Startup Acquisition 363

SaaStr

NOVEMBER 8, 2021

With too many examples from SaaStr Annual 2021 to call out specifically, here are 2 “Cloud talks plus decks” that I can imagine the Self-Taught Founder relying upon: David Sacks On SaaS Org Charts. 3 – Cloud = Consistently Bigger Than Expected. Customer Success: 5 Top Customer Success Talks at SaaStr Annual 2021.

Scale 354

Scale Cloud Forecasting Pricing 354

SaaStr

DECEMBER 11, 2023

The most extreme example of the public Cloud and SaaS companies is Fastly. It literally added no new customers last year and basically none the past 2 years. We saw Cloud and SaaS leaders sending unsolicited 3 year binding contacts to month-to-month customers. Customers aren’t stupid. Just This Week.

Cloud 319

Cloud Pricing Customer Success Metrics 319

Tom Tunguz

AUGUST 16, 2020

He provides weekly data driven analysis of SaaS companies on his blog Clouded Judgement. My partner, Jamin Ball, will be leading the discussion.

Cloud 306

Cloud B2B Trends Customer Success 306

SaaStr

FEBRUARY 19, 2019

And besides blind luck, there’s only one way to meaningfully improve your retention rate: improving your customers’ outcomes and experiences. The Customer Success Paradox. Aligning internal (company-side) milestones to external (customer-side) lifecycle events. But that won’t happen by accident.

Customer Success 162

Customer Success Payment Solutions SaaS Payments Scale 162

SaaStr

DECEMBER 23, 2021

Our top videos alone cover a wide range of topics important to SaaS Founders and CEOs: building a unicorn, scaling, fundraising, customer success, mental health, and more. 3 CEO Lessons in Scaling Enterprise CX with HubSpot’s CEO and first Chief Customer Officer, Yamini Rangan. Here are the Top 10.

Cloud 319

Cloud Scaling Customer Success Enterprise 319

Clouded Judgement

OCTOBER 28, 2022

Every week I’ll provide updates on the latest trends in cloud software companies. At the same time, I’d guess we’re seeing discounts on egress fees and a lot of customers shifting from spot pricing (highest marginal cost) to committed contracts (lower marginal cost). Follow along to stay up to date!

Cloud 130

Cloud Azure AWS Cost optimization & reporting 130

SaaStr

DECEMBER 7, 2020

Many Cloud leaders grew 500% or more this year. ” When will this incredible run for Cloud and SaaS end? What a crazy year for Cloud. “9 Questions To Ask Candidates for Your First Head of Customer Success.” Let’s take a look at the Top 10 of 2020: 1. Slack was acquired for $28b.

Venture Capital 333

Venture Capital Sales Hiring AWS Cloud 333

SaaStr

APRIL 10, 2023

If you haven’t explored the difference between behavioral and attitudinal loyalty, it’s one of the most important things you can understand in SaaS customer success. Basically, the theory states that customers are loyal for one of two reasons: habit, or habit+they love you. But I think that’s really secondary.

Airlines 289

Airlines Cloud Market Research Customer Success 289

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform.

Innovation 117

Innovation Customer Success SaaS Payments Payment Services 117

SaaStr

JUNE 15, 2020

We will start to visit customers in person again. In customer success and sales, that will still likely mean being closer to a customer geography. You can’t visit your customers. The Cloud leaders are growing faster than ever. Salaries and comp may flatten, especially in sales and customer success.

Sales Hiring 358

Sales Hiring Enterprise Branding Cloud 358

SaaStr

DECEMBER 3, 2024

Why Peter Gassner Built The Most Important SaaS Company You’ve Never Heard Of — And Turned It Into a $30B+ Vertical SaaS Cloud Giant Before founding Veeva, Gassner’s experience was marked by significant positions at major software companies. Focus on Customer Success Obsessively Gassner built a culture of extreme customer focus.

SaaS 260

SaaS Leadership Cloud Enterprise 260

SaaStr

AUGUST 26, 2024

With so much change in SaaS, Cloud, and AI the past few years, it’s albeit become much harder to predict so many things — including how events will go. Chief Customer Officer Summit at SaaStr Annual This special collaboration between the SF Customer Success Meetup and SaaStr Annual. The 10th Annual!!

Benchmarks 290

Benchmarks Finance Business Model Forecasting 290

SaaStr

APRIL 4, 2019

Join us for a fireside chat between Google Cloud and Zenoss, a leader in software-defined IT operations, as we discuss the most common and emerging challenges facing SaaS companies today for both technical and non-technical backgrounds. Eyal Manor – VP, Engineering @ Google Cloud. Want to see more content like this session?

Cloud 172

Cloud Scale Trends Machine Learning 172

Valuize Consulting

NOVEMBER 11, 2024

If your business prioritizes customer success, charging only for what they use or for the value they receive should align with that mission, right? The Rising Necessity of Customer-Friendly Pricing So, why would companies take this leap? Redefining Success Metrics – Customer Success efficiency will see a major transformation.

Customer Success 52

Customer Success Pricing Investment Revenue 52

Totango

NOVEMBER 15, 2021

Customer success tools extend the functionality of your CS platform, multiplying its value. By connecting data from other success tools to your CS tool, you can view and manage all your customer data from one place instead of leaving it isolated in separate information silos. Data File Sharing: Dropbox. Billing: Zuora.

Payment Solutions 117

Payment Solutions Payments Customer Success Payment Methods 117

SaaStr

SEPTEMBER 22, 2021

Not uncommon in fast-growing Cloud companies, but a CAC that does consume a significant amount of capital, especially in a business with lower margins and a large hardware component. #5. It’s a reminder many Cloud leaders started off with lower NRR than they ended up hitting at IPO (see, also, Shopify, HubSpot, etc.).

Payment Methods 323

Payment Methods Payment Solutions Payments Cloud 323

SaaStr

FEBRUARY 2, 2020

One thing is the same: SaaStr Annual is the largest global gathering of SaaS and Cloud founders in the world. But if you want to meet with, interact with, share with, and sell to 5,000+ SaaS and Cloud CEOs (out of 15,000 attendees), SaaStr Annual is the place. And how has that changed over the years? A lot more to do here.

Cloud 280

Cloud Engineering Trends SaaS 280

SaaStr

JULY 29, 2020

CPO, EVP – Creative Cloud. What’s Changed Since March 15 The Cloud at Hyperspeed. The Future of Cloud: Navigating through Uncharted Territory. Customer-First Focus: The Path to Hypergrowth. VP Customer Success & WW Support. The Future of the Customer. Chief Customer Officer.

Technical Cofounder 281

Technical Cofounder Enterprise New CTO CTO 281

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

SaaStr

AUGUST 21, 2024

May Habib, CEO and Co-Founder @ Writer.ai May Habib, CEO and Co-Founder @ Writer.ai May Habib, CEO and Co-Founder @ Writer.ai May Habib, CEO and Co-Founder @ Writer.ai May Habib, CEO and Co-Founder @ Writer.ai

CTO 280

CTO Scale AI Travel 280

SaaStr

DECEMBER 12, 2021

The Last 4 “SaaS Crashes” Barely Made a Dent in the Cloud Boomtimes. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. Top Blog Posts This Week: Even With Just “Pretty Good Growth”, You Can Build a Unicorn After $10m ARR. Why The Greatest Sales Teams Just Kill It On Dec 31.

SMB 271

SMB Cloud Trends Enterprise 271

SaaStr

NOVEMBER 30, 2021

It builds 30+ year customers, and importantly, it primes them to buy not just more licenses from you — but more products. If you haven’t explored the difference between Behavioral and Attitudinal loyalty, it’s one of the most important things you can understand in SaaS customer success. We buy site licenses.

Airlines 53

Airlines Cloud Branding Customer Success 53

SaaStr

JANUARY 5, 2022

In 2015, SaaS cloud-based content management tool Box went public. We restructured all of our messaging around our Content Cloud to create a simplified go-to-market message that says what it does, and does what it says. At Box, we’ve found a lot of success in getting customers to adopt new features within Content Cloud.

Scale 297

Scale Scaling Sales Hiring Software Review 297

SaaStr

NOVEMBER 25, 2020

Salesforce’s Marketing Cloud is a huge revenue driver, and a large percent of it and almost all the Commerce Cloud is from acquisitions: But a few learnings from companies I’ve worked with and observed: Someday, almost everyone adds a second product. Although I spec’d out several. Let it be an enabler.

Underperforming Technical Team 356

Underperforming Technical Team Cloud Revenue Acquisition 356

Intercom, Inc.

APRIL 7, 2022

And that, according to Catherine Blackmore , was the dawn of customer success. Over the years, Catherine realized businesses need to meet customers at their level. In this episode, we sat down with Catherine to talk about the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

SaaStr

SEPTEMBER 26, 2019

Don’t worry about customer success hires and scaled sales reps. The customers will still buy. Cloud is a tidal wave. Cloud momentum is unstoppable. More and more of the $1 trillion spent on IT is still going to continue to move to the Cloud. Capital will dry up. Of course it will.

SaaS Payments 280

SaaS Payments Sales Hiring Scale SMB 280

SaaStr

OCTOBER 13, 2022

Our mission is to build powerful and secure cloud software for subscription businesses of all sizes, with a strong emphasis on good design and ease of use. ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses.

GCP(Google Cloud Platform) 255

GCP(Google Cloud Platform) Azure AWS Enterprise readiness 255

SaaStr

MARCH 17, 2021

Due to that convenience, departments and teams tend to seek out best-of-breed cloud applications, streamlining foundational and specialized functions through automation. Through every sales cycle, there’s a need to share information from sales, accounting, customer success, and other teams. Customer 360.

Sales Hiring 319

Sales Hiring Scale Technical Review Marketplace as a Service 319

SaaStr

APRIL 28, 2022

Removing guesswork, friction and wasted sales effort, 6sense empowers sales, marketing, and customer success teams to significantly improve pipeline quality, accelerate sales velocity, increase conversion rates, and grow revenue predictably. 6sense reinvents the way organizations create, manage, and convert pipeline to revenue.

Forecasting 270

Forecasting compliance Finance Cloud 270