SaaStr

JANUARY 26, 2025

Turn Your Customers Into Your Marketing Engine The second breakthrough was making customer success the core growth engine. The KPI Alignment System Have customers email explicit performance expectations Build custom reporting dashboards Weekly cross-team optimization meetings Formal performance reviews 2.

Technical Review 263

Technical Review Payment Solutions Scale Payment Services 263

SaaStr

AUGUST 5, 2024

How do you leverage your customer success team to drive revenue growth? Hook’s Head of Customer, Natasha Evans, took the stage at SaaStr Europa to discuss the three things leaders should focus on to fuel revenue growth. Historically, customer success teams have been pretty data-poor.

Scale 284

Scale Customer Success Scaling Revenue 284

SaaStr

DECEMBER 23, 2023

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.

Customer Success 300

Customer Success AI Pricing Enterprise 300

SaaStr

FEBRUARY 21, 2025

Key points about SaaStr Annual : Focus on SaaS: Primarily focused on all aspects of SaaS business including sales, marketing, product development, and customer success. The event is known for its focused content on SaaS growth strategies, metrics, and best practices, making it particularly valuable for B2B SaaS companies.

Software 243

Software Scale Venture Capital SaaS 243

SaaStr

DECEMBER 4, 2022

It created a lot of discussions and was more controversial then — that NPS was a great core metric. And most segment it across customer size or other segments. Back then, I wrote that when I was a SaaS founder, I thought Net Promoter Score (“NPS”) was a somewhat dumb, Big Company metric. Who’s right?

Metrics 293

Metrics Churn Engineering Innovation 293

SaaStr

JANUARY 16, 2025

Workato’s SVP of Embedded Sales and Director of Solutions Marketing joined us at SaaStr Annual to talk about how to nurture customers — a great topic in general, but especially for embedded sales and APIs that can take a while to scale. Customer Success. Time-to-value is your most critical early metric.

Sales Hiring 246

Sales Hiring Scale Sales Churn 246

SaaStr

DECEMBER 20, 2021

Moving from Churn to NRR as the Core Retention Metric. NPS is now the #1 metric at HubSpot — for all employees. We’ve talked about this so many times over the years, that the real power of NPS is that it’s the one metric every employee in every functional area can impact. NPS is A Great Core Metric. #3.

Metrics 61

Metrics SMB Scale B2C 61

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 299

Customer Success Sales Hiring Scale Headcount 299

SaaStr

NOVEMBER 30, 2024

A related post here: The 1 Simple Test to Know if You’ve Actually Hired a Real VP of Product or Customer Success … Or Not (note: an updated SaaStr Classic post) The post The 30-Day Test: How to Know if Your VP of Sales Will Succeed appeared first on SaaStr.

Sales Hiring 301

Sales Hiring Sales Recruiting Sales Headcount 301

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

MAY 4, 2025

The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. The Future of AI in B2B SaaS: Insights from Synthesia and Theory Ventures. #3. Why Im Scared to Buy New SaaS Apps Now with SaaStr CEO and Founder Jason Lemkin #4.

AI 268

AI Venture Capital Sales B2B 268

SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

Sales Hiring 320

Sales Hiring Customer Success Scale AI 320

SaaStr

FEBRUARY 14, 2023

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. 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. For not just your customer success team, but yourself as well. Word-of-Mouth.

Customer Success 326

Customer Success Compensation Churn Enterprise 326

SaaStr

APRIL 30, 2025

Rep Performance : Dive into individual and team performance metrics. Metrics like time spent in each stage and reasons for lost deals can provide clarity. Churn and Expansion : For existing customers, analyze churn rates, upsell/cross-sell performance, and NRR (Net Revenue Retention). Are you losing deals at a specific stage?

Technical Review 185

Technical Review Sales Forecasting AI 185

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

SaaStr

DECEMBER 13, 2023

Dave Kellogg, EIR at Balderton Capital and 25-year C-level veteran, shares the top 14 signs that you have a SaaS metrics problem, the five reasons those symptoms exist, and a SaaS metrics maturity model with five layers to help you move the needle at every stage. The 15 Types of Misuse and Abuse of SaaS Metrics #1: Bludgeoning.

Metrics 339

Metrics Sales Hiring Benchmarks SaaS 339

SaaStr

FEBRUARY 18, 2022

The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow. Embed customer success into the core of your business. Offer enhanced value.

Customer Success 274

Customer Success Retention Company Culture Metrics 274

SaaStr

OCTOBER 17, 2022

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future. When should you start customer success?

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

SaaStr

JANUARY 8, 2025

Naturally, their first customer was DoorDash and the quickly captured 95% of the gig economy market in their early days. When Lindsey joined, she inherited an already built-out self-serve/PLG model for small businesses and a mid-market and enterprise sales, customer success, and post-sales team.

Revenue 293

Revenue Scale Sales Hiring Compensation 293

SaaStr

OCTOBER 11, 2022

Even with late stage VC capital much harder to get now, and the IPO markets still frozen, I see many folks on my LinkedIn feed saying Sales and Customer Success are underpaid. Well, for most of time, about 10% of the “profit” on a deal has done to sales, and about 5% of renewals have gone to customer success.

Scale 283

Scale Customer Success Venture Capital Sales 283

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right? Measure both.

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right? Measure both.

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

SaaStr

FEBRUARY 12, 2025

Procore has developed several systematic approaches: Vision Planning Process : Their three-year vision planning involves creating multiple possible futures and gathering extensive customer feedback to choose the right path. This isn’t just about features it’s about understanding where the construction industry is heading.

Construction 251

Construction Scale SaaS Travel 251

SaaStr

APRIL 6, 2025

Celebrations are shifting from contract signatures to consumption metrics – Their team is evolving beyond celebrating closed deals to automated alerts for customer usage milestones, fundamentally changing what success looks like. “Too many metrics meant no clear priorities.”

Scale 202

Scale Sales Hiring Sales Outsourced Development 202

SaaStr

MARCH 24, 2021

The Five Metrics to Help Increase Your Value. # Yet because of this decision to focus on growth instead of profitability, they achieved one of the highest revenue growth metrics at the time of IPO of any software company. It typically includes things like cloud computing costs, professional services, customer success, and licensing. #3

Metrics 274

Metrics Banking Benchmarks Investment 274

SaaStr

JANUARY 25, 2023

In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results. This structure drove the company to a $2.5 billion-dollar acquisition by Bill within five years.

Customer Success 246

Customer Success Revenue Marketing Sales 246

SaaStr

FEBRUARY 7, 2025

Data Governance Needs to Start on Day One Palmer emphasized that data governance isn’t just about compliance – it’s about building a sustainable AI advantage: Own your data story : Even if you’re using third-party APIs, start collecting and organizing your data immediately Build responsible AI practices : Implement clear policies (..)

AI 262

AI Scale Government compliance 262

SaaStr

FEBRUARY 14, 2023

In this week’s Workshop Wednesday , Salesforce Ventures Investor, Jessica Bartos, shares the 5 metrics every SaaS company should care about in any market environment, especially the one we’re currently in. Growth Is Still Number One Growth is still the number one metric, but it’s not the only one. You do that by showing momentum.

Metrics 261

Metrics Marketing SaaS SMB 261

SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. It’s basically lost customers.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

SaaStr

MARCH 11, 2021

What you don’t want to do is push your VP of Sales to also own Customer Success and retention if she just wants to close. The post What Core Metric Should Your VP of Sales Be Responsible For? If she just wants to close, let her just do that. A little bit more on the job spec itself here: What a Great VP Sales Actually Does.

Sales Hiring 274

Sales Hiring Metrics Sales Churn 274

SaaStr

FEBRUARY 25, 2025

Sessions typically focus on real metrics, strategies, and lessons learned, not theoretical concepts. SaaStr Annual attracts thousands of high-quality SaaS professionals across functions like engineering, product, marketing, sales, and customer success. Get out of the home office. Pull together the team.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

SaaStr

APRIL 15, 2025

For example, HubSpot famously split commissionshalf on deal closure and the other half when the customer hit a specific usage metric (e.g., This approach ensures reps dont just chase signatures but also care about customer success. If customers dont go live, they churn silently, and you lose revenue before it even starts.

Scale 144

Scale Compensation Retention Churn 144

Tom Tunguz

FEBRUARY 26, 2025

The Strategic Advantages of UBP Aligns vendor success with customer success : When a customer like Uber grows, their usage naturally expands, benefiting both parties. This creates genuine mutual interest in the customer’s growth. Sales teams lose leverage.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

JANUARY 23, 2025

Build the Right Team for Enterprise Success Enterprise selling requires a fundamentally different skillset. Focus on Land-and-Expand Economics Don’t obsess over initial deal size.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success AI Churn Data Analysis 62

SaaStr

APRIL 6, 2025

The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. The Secrets Inside Google Clouds Growth with Sarah Kennedy, Vice President Google Cloud Marketing #3. SaaStr CRO Confidential: Principles that Drove Wizs $0 to The First $100m ARR | Wiz CRO Colin Jones #4.

Scale 189

Scale Software Review Marketing Cloud 189

SaaStr

MARCH 23, 2025

The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #4. How Codeium /Windsurf Built A Billion-Dollar AI Company and a Winning Sales Machine #2. The 10-Point Checklist For When You Sell Your Company With Founder Collective #3.

Scale 162

Scale AI Sales Customer Support 162