SaaStr
NOVEMBER 19, 2024
This is where customer success comes in. Drata VP of Customer Success Management, Wen Yao, and VP of Customer Experience, Ashley Hyman, share how to scale customer success from 0 to 5,000 customers. They believe CS is a fundamental building block to the success of your organization.
SaaStr
AUGUST 3, 2025
Dear SaaStr: How Much of My ARR Can I Spend on Customer Success?’ ’ You can target spending 5-10% of your ARR on Customer Success and Support combined, depending on your stage and growth priorities. Early on, you’re investing heavily in ensuring customers are successful, driving adoption, and reducing churn.
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SaaStr
AUGUST 1, 2025
Then your customer success team sends the dreaded Slack message: “The new client uploaded their CSV file and… it’s a disaster. But here’s what makes them special: they’ve turned the traditionally painful process of data import into something that actually delights customers.
SaaStr
MAY 10, 2025
Dear SaaStr: What Is the Playbook for a Successful Customer Success Team? A good playbook for customer success is all about driving retention, expansion, and customer happiness while making it scalable: Hire Truly Product-Savvy Customer Success Managers at First Focus on hiring people who customer-focused product nerds to start.
Advertiser: ZoomInfo
The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. But where do you start? But where do you start?
SaaStr
JULY 9, 2025
Dear SaaStr: At $20,000 ACV, How Many Customers Should Each Customer Success Manager Have? At $20,000 ACV, the number of customers each Customer Success Manager (CSM) should handle depends on the stage of your company and how much ARR you want each CSM to manage.
SaaStr
JUNE 22, 2025
This isn’t your typical “here’s what public companies are doing” report – this is real data from real private companies dealing with real challenges in 2025. Learning #4: The Equity vs. Bootstrap Reality – Paying for Growth Has Hidden Costs The data reveals a fascinating paradox in B2B funding strategies.
Advertiser: Vanilla Forums
As the eyes and ears of an organization, Customer Success can drive acquisition, expansion, and retention. But without a clear understanding of a product’s capability, or the value it creates for customers, churn is unavoidable.
Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo
It is very common for your product operation team to feel overwhelmed with the amount of customer data that is available to them. With the massive volume of information coming from customers, coupled with the added information pouring in from the customer success team––the challenge can begin to feel insurmountable.
Speaker: Evan Leong - CEO & Founder, Product Signals
How do industry leaders like Apple and Amazon successfully leverage customer and market insights to enhance their products, even with vast customer bases and extensive market data? Join our webinar as we delve into customer feedback strategies and explore diverse methods for gathering and organizing feedback.
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