You’ll Lose Customers. It Hurts. But Don’t Let Them Become Angry Ex-Customers.
When a customer leaves happy, they often still recommend you When a customer leaves unhappy, they always recommend a competitor — Jason ✨👾SaaStr 2025 is May 13-15✨ Lemkin (@jasonlk) February 19, 2025 The other day, I had an experience I’ve never had in 14...
In The Age of AI, Onboarding and Time-to-Value Should Be The #1 Goal for Customer Success
So we’ve been proponents of customer success at SaaStr since the earliest days, since our first SaaStr posts in 2012. The magic of high NRR and a strong CS team was something we were preaching and doing deep dives on since well before it was well understood....
30+ Tough Learnings from Losing a Top Customer
On both SaaStr University and Twitter, we had 30+ founders, CEOs and execs share their top, tough learnings from losing one of their top customers. There are some great teachable moments here, and also some deja-vu if you’ve been through it! “I should...
Big Companies Don’t Churn. They Quit You.
It is a lot of work to switch vendors. A total pain. So be very embarrassed when you lose an existing customer to the competition. And really find out why. No one wants to switch if they don't need to. And — do something about it before it happens again...
The 1 Simple Test to Know if You’ve Actually Hired a Real VP of Product or Customer Success … Or Not
I remember the first time I had a “head of product” in SaaS. I’d known him for many years, and knew he was great … but didn’t really know what help he could give us. I just knew we needed help around $2m-$3m so I asked him to help. I...
How Coursera Turned Around Their GRR from 47% to 86% in 12 Months: A Deep Dive
Turning around a struggling renewal rate is the holy grail of growth. When Bradley Lawrence, Senior Director of Customer Success at Coursera, faced a GRR of just 47%, he knew something had to change. Here’s how he did it. He came to SaaStr Annual to share all...
The Top 10 Customer Success Metrics Investors Really Care About in 2025 with Gainsight’s CEO Nick Mehta
Nick Mehta is the CEO of Gainsight, the customer success platform that helps businesses deliver value to customers and drive scalable growth. Over the past 12 years, Nick has met with more than 5,000 companies and hundreds of investors, becoming one of the foremost...
Why I’m Scared to Buy New SaaS Apps Now
So many of you may find this ironic on SaaStr, but I’m scared to buy new SaaS apps today. Genuinely. Why? Let’s make a list. But the uber-reason is buying and renewing has in many cases gotten much less customer-friendly than it used to be. With one big exception:...
How Much More Should Your Sales Team Do … Than Just Plain Selling?
So in the earlier days especially, you’ll be tempted to lean on the sales team to do more than just … sell. Especially, more after they get an e-signature. Especially because the first 1-2 successful reps you hire will often be a bit of a product expert,...
Dear SaaStr: Who Should Our First Head of Customer Success Report To?
Dear SaaStr: Who Should Our First Head of Customer Success Report To? Ah, who should Customer Success report to. It’s not super simple. And it’s changed a lot the last 18-24 months in SaaS and Cloud. There are generally 3 options in the early and middle days:...
Dear SaaStr: How Do You Handle Customers Upset About an Autorenewal?
Dear SaaStr: How do you handle B2B customers who want a refund on an annual subscription because they didn’t realize that their credit card would get charged again a year later? Yes, autorenewals likely are in your T&Cs. And yes, if your customer keeps...
The Rise of Vertical SaaS: Achieving 110% NRR from SMBs with Mangomint’s CEO
SaaStr CEO and founder Jason Lemkin chats with SaaStr Fund-backed Mangomint CEO Daniel Lang about why vertical SaaS is booming and how Mangomint got to 110% NRR at eight figures in ARR. What was once often considered too small or too niche, vertical SaaS has recently...
Scaling Customer Success from 0-5,000 Customers with Drata’s VP of Customer Success and VP of Customer Experience
Join Ashley Hyman, VP of Customer Experience, and Wen Yao, VP of Customer Success Management at Drata, as they share invaluable insights on scaling customer success from 0 to 5,000 customers. Discover the fundamental building blocks of customer success, and learn practical strategies for making customer service a top priority, building brand loyalty, and ensuring customer satisfaction. Get tips on balancing digital and human interactions, utilizing customer feedback, and aligning your customer success strategy with business goals.
How to Implement a Customer-First Strategy and Structure with Dashlane’s CPO
Donald Hasson CPO at Dashlane shares insights on how to solve hard problems for customers and how to optimize for the best results for your business.
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