SaaStr

JUNE 22, 2025

Choose your funding strategy based on your market timing and competitive dynamics, not vanity metrics. Learning #5: The Age and Stage Wisdom – When to Push vs. When to Optimize The survey reveals a clear pattern that most founders misunderstand: Company age and growth rates are inversely correlated, and that’s exactly how it should be.

B2B

SaaStr

FEBRUARY 12, 2025

Balanced Metrics : While they track traditional SaaS metrics, they also measure customer success indicators specific to the construction industry. Efficient Growth : Word-of-mouth in tight-knit industries reduces customer acquisition costs. This helps ensure they’re creating real value, not just growing revenue.

Construction

SaaStr

MARCH 1, 2025

Billion acquisition of HashiCorp. After nearly two decades building infrastructure companies from zero to IPO, Dave has distilled the repeatable patterns of successful scaling into a framework that works across any B2B SaaS business. The last IPO of the 2020-2021 era was HashiCorp in December 2021. IBM just closed on its $6.4

Scale

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

SaaStr

JUNE 14, 2025

Be Transparent About Assumptions Every projection is based on assumptions—conversion rates, sales cycles, customer acquisition costs, etc. For example, “If our churn rate exceeds 10%, we’ll invest in a dedicated customer success team to improve retention.”

Scale

SaaStr

JULY 27, 2025

A $60,000 lesson in customer success. Eight years of being what most B2B companies would call a “good customer” — we paid on time, didn’t complain much, and frankly, we were probably easy to forget about. The only customer success reach out we’ve had in fact in the past 18+ months was about upsell.

Churn

SaaStr

JULY 11, 2025

Business Impact: Increase qualified lead volume 3x while reducing cost per acquisition. E-commerce: Advanced Customer Support Automate customer support, order management, and FAQs with an AI agent designed for Shopify stores that connects to your storefront in real time.

Payment Solutions

SaaStr

OCTOBER 25, 2024

3: Payback Periods + Quotas Have Jointly Increased The number of months required to recoup the cost of customer acquisition has increased by 12% on average, which is linear with the increase in sales cycles. That’s where things are the most challenging. And this is true across all of software and AI. #3:

Venture Capital

SaaStr

JULY 17, 2025

The decline (2021-2023) : Segment acquisition integration, macro headwinds, customer churn The recovery (2024-2025) : Disciplined execution, AI product innovation, cost optimization Key insight: In mature SaaS markets, execution discipline beats feature velocity every single time.

B2B

ChurnZero

MAY 23, 2025

But if you havent looked closely at how customer success revenue metrics plug into that story, youre probably leaving revenue on the table – and missing a critical opportunity to drive valuation, margin efficiency, and predictable growth. Customer success, when tied to revenue outcomes, is a strategic growth lever.

Customer Success

User Pilot

NOVEMBER 14, 2024

What if you could boost revenue without having to invest a small fortune in new customer acquisition? While it may sound too good to be true, the reality is that you can achieve this by implementing an effective customer expansion strategy. A personalized in-app prompt to upgrade created in Userpilot.

Strategy

Tom Tunguz

FEBRUARY 26, 2025

Just a quick reminder: Payback Period = Cost of Customer Acquisition/Gross Margin The gross margin is the revenue per customer minus the costs to provide the service. This creates genuine mutual interest in the customer’s growth.

SaaS Payments

ChurnZero

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

Trends

SaaStr

FEBRUARY 10, 2025

This inefficiency stemmed from the high costs associated with maintaining sales development representatives (SDRs), customer success managers (CSMs), and account executives. Apollo’s sales-led approach was proving unsustainable, spending one dollar to acquire just eighty cents of revenue.

Scale

Valuize Consulting

FEBRUARY 8, 2025

For years, B2B technology companies have leveraged partners to drive customer acquisition and product implementation. Partners are no longer just sales and implementation allies; they are a critical force in ensuring customer retention and expansion through value realization.

Customer Success

Valuize Consulting

NOVEMBER 25, 2024

In today’s competitive SaaS landscape, Customer Success has emerged as a vital strategic asset, driving revenue growth and long-term profitability. However, to fully unlock its potential, companies must go beyond qualitative insights and bring data into the decision-making process within Customer Success ranks and investments.

Payment Services

SaaStr

AUGUST 13, 2025

157 Deals Over $1M Shows AI Can Transform Your Customer Acquisition Engine The Learning : Palantir’s Artificial Intelligence Platform (AIP) isn’t just a product feature—it’s become their primary customer acquisition engine. It’s the Great AI Re-Acceleration. #1.

Scale

User Pilot

OCTOBER 19, 2024

For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business

ChurnZero

AUGUST 8, 2025

Quick Summary: Customer success is still seen as less valuable than sales, reveals new research. CS leaders can close the perception gap by telling a clear revenue story, earning ownership of expansion, and showing how CS directly fuels sales success. Why would customer success be less valued than sales?

Customer Success

SaaStr

FEBRUARY 25, 2025

SaaStr Annual attracts thousands of high-quality SaaS professionals across functions like engineering, product, marketing, sales, and customer success. From customer success platforms to billing solutions and marketing automation tools, the exhibitors represent a curated collection of resources that can help optimize your business.

Sales Recruiting

Stax

JUNE 3, 2025

Prioritize customer success, not just customer acquisition While getting new users in the door is important, retention is what drives predictable revenue and strong unit economics. SaaS companies that invest in onboarding, customer education, and proactive support tend to see higher engagement and lower churn.

Payment Services

Kellblog

NOVEMBER 6, 2024

What metrics are PE sponsors looking for in mid-market software acquisitions? How to navigate the PE acquisition process? The future of customer success, particularly now that it’s increasingly reporting to the CRO How many customer success orgs lost the plot, and became too focused on process (e.g.,

Headcount

ChurnZero

FEBRUARY 28, 2025

1: Balance acquisition, engagement, and retention. Many SaaS companies over-index on acquisition, prioritizing new logos over more profitable retention and expansion revenue. Your whole organization should be optimized for all three; not just the customer success team!

SaaS Payments

FastSpring

JULY 29, 2025

By focusing on optimizing your net revenue retention rate in addition to ARR, you can supercharge revenue, reduce customer acquisition costs, and even boost your valuation. Use this signal to double down on what’s working: Identify which products, features, customer segments, or behaviors correlate with growth and build around them.

Merchant Services

SaaStr

AUGUST 7, 2025

She started as the 2nd SDR at Eventbrite, became the first sales hire at Slack (helping scale from $50M to $1B ARR and a $27B Salesforce acquisition), served as Director of Sales at Webflow (scaling from $40M to $140M ARR), and now leads go-to-market at OpenAI where she built ChatGPT Enterprise from scratch.

Scale

Neil Patel

JUNE 25, 2025

Tired of customers buying once and moving on, forcing you to rely on costly customer acquisition campaigns? Here’s what’s happening: you’re treating customers like one-time transactions rather than valuable relationships. In other words, they can design their own custom approach to learning.

Social Media

Stax

MARCH 16, 2025

The True Cost of User Churn Customer churn is more than just an operational inconvenience – it directly impacts a SaaS company’s bottom line. Analyzing customer support and social media interactions is another valuable way to gather feedback. To illustrate the impact, consider a SaaS company with a monthly churn rate of 5%.

Payment Solutions

ChurnZero

JANUARY 17, 2025

When your CFO doesnt see the direct link between customer success and the financial metrics they track, its harder to persuade them to invest in CSwhich can ultimately lead to preventable churn. What are the top takeaways for working more effectively with your CFO as a customer leader?

Customer Success

Sales Hacker

MAY 9, 2025

Her deep expertise in aligning sales, customer success, and operations makes her a standout leader in the GTM space. Sendoso and Postal have powered 15 million+ sends and hybrid experiences for leading companies to date, and this acquisition strengthens Sendosos position in the space.

AI Search

User Pilot

JULY 17, 2025

See a Live Demo Customer churn is the most overlooked growth blocker in SaaS, directly impacting customer loyalty. Many product teams focus on new customer acquisition but ignore the cost of losing customers they’ve already paid to acquire. That’s the power of retention over pure acquisition.

Churn

Chart Mogul

OCTOBER 23, 2024

Customer-led growth (CLG) is a strategy that focuses on driving growth by deeply understanding and meeting the needs of existing customers. Instead of prioritizing new business acquisition, CLG turns existing customers into a primary source of revenue. Is customer-led growth the new PLG? Yes and no.

Scale

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Forecasting

SaaStr

JULY 29, 2025

How Monday.com achieved the impossible: 443% ARR growth while cutting customer acquisition costs by 45% The Brutal Reality of B2B Growth Here’s what keeps most B2B leaders awake at night: the bigger you get, the harder it becomes to grow efficiently. Customer acquisition costs creep up. CAC starts climbing.

Scale

User Pilot

NOVEMBER 7, 2024

Step 2: Collect internal assets Once you’ve decided on your use case, it’s time to dig into your internal assets to gather crucial customer data. Here’s how: Conduct internal interviews : Talk to your sales team, customer success managers, and product team members.

Payment Methods

User Pilot

JULY 17, 2025

Next up, they share a video from a customer success manager that instantly humanizes the brand and increases the chance of users clicking through the email. Share-and-invite emails encourage free and paid users to bring in new customers, helping further your go-to-market strategy with organic user acquisition.

Onboarding

Chart Mogul

FEBRUARY 13, 2025

Consistent outreach, targeted messaging, and a clear value proposition will drive customer acquisition and fuel your growth. Sales and marketing teams must align on customer fit early on to impact retention SaaS revenue growth depends on customers continuing to subscribe and use the product more and more over time.

Scale

SaaStr

MAY 20, 2025

The key KPIs for SaaS companies revolve around growth, retention, efficiency, and customer success. CAC (Customer Acquisition Cost) : This is how much you spend to acquire a new customer. Dear SaaStr: What Are The Top 10 Metrics For SaaS Companies To Track? Its the total recurring revenue youre generating annually.

Metrics