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Why Traditional Customer Success is Dead with CCOs of Slack, Mulesoft and OpenAI

SaaStr

The Hidden Math Behind CS Evolution Perhaps the most fascinating revelation from the panel was how CS needs to transform at different revenue scales. The entire success organization aligned around a single north star: proving so much value that growth became inevitable. Forget everything you know about SMB customer success.

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How Dialpad Hit $300M ARR by Building Their Own AI Stack: 5 Key Learnings

SaaStr

At SaaStr AI Day 2025, Jim Palmer, Dialpad’s Chief AI Officer (and co-founder of TalkIQ, which Dialpad acquired), shared the tactical playbook they used to build and scale their AI capabilities. Here are the key learnings every SaaS company should know. Make this decision early.

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Scaling Your Team: Lessons Cloudflare’s CRO Chris Merritt Learned Scaling from $1M to $1B ARR (Pod 638 + Video)

SaaStr

Building a sales team that can sustain the exponential SaaS growth needs an expert’s opinion for more granular insights. This stage requires you to embrace governance, lean into the discomfort of leading a successful company, and maintain a positive relationship with your board. Embrace governance.

Scale 272
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5 Lessons from Scaling Six SaaS Products to $100M+ with Samsara’s Chief Strategy Officer

SaaStr

At the SaaStr Annual, Kiren Sekar, Samsara’s Chief Strategy Officer and founding chief Product Officer shared five lessons he learned along the way from scaling six products to $100M+. Lesson 1 — The Magic “Scale or Pivot” Metric With so many different SaaS metrics out there, which metric can really steer a business?

Scale 306
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Lessons from Salesforce to Celonis: Tips to Scale Globally with Celonis COO Arsenio Otero (Video)

SaaStr

Imagine a coverage model, from end to end, for the full customer life cycle: from demand generation to sales to post-sales. Sales Cycle. This includes everything from inside sales to account executives to strategic asset allocation. Post Sales. Hire talent strategically and be two steps ahead with sales capacity.

Scale 273
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The Secrets to Aligning GTM Teams & Finance to Scale by 10X with Subskribe Founder Prakash Raina and Okta VP Finance Leslie Hui (Video)

SaaStr

These two departments are a SaaS company’s most important; without their alignment, there is no growth or scale. Another strategy we often see is moving from a PLG model to a sales assistive model with a more established sales team that can sell the product to the customer. . Governance and compliance are core to alignment.

Scale 246
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IBM’s $7B Bet on Vertical AI and What It Means for SaaS Founders

SaaStr

Key areas to watch: Model Efficiency Innovations Enterprise Data Integration Tools Vertical-Specific AI Platforms Industry-Specific AI Applications Governance and Compliance Solutions As always in SaaS, the winners will be those who can move quickly while building sustainable, differentiated solutions.

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