SaaStr

DECEMBER 30, 2023

The rise of customer success as a new, empowered function. Human support remained imporant, at least for paying customers. There is a general sense among the leaders in sales software that we will end up with fewer, better SDRs, and that the majority of email and follow-uo will be done with AI. Everyone now.

Customer Success 337

Customer Success Scale AI Technology 337

SaaStr

DECEMBER 12, 2022

Customer Success has gotten worse over the past few years. The best Customer Success teams are still amazing. Often, in a way the software itself can’t. A head of customer success at a unicorn this week asked us for a meeting after turning over team — and literally knew nothing about us.

Customer Success 314

Customer Success AWS Systems Review Software Review 314

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

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 280

Scale Customer Success Scaling Revenue 280

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 314

Sales Hiring Customer Success Scale AI 314

SaaStr

OCTOBER 25, 2024

You gotta make those top customers successful, and happy. Many enterprise SaaS companies lose money on services, and only provide them to support the deals and deployments — and success. In that case, implicitly, they are spending more than that 8%-10% to help their customers. I say overinvest. That’s usually good enough.

Investment 293

Investment SaaS SMB Enterprise 293

SaaStr

NOVEMBER 27, 2024

Its product provides software to spas and salons but it’s not new (the first salon software came out in the 80s), and neither is a lot of the vertical software getting hot today. 10-15 years ago, salon and spa software was essentially a calendar with bells and whistles. readily available that didn’t exist before.

SaaS Payments 253

SaaS Payments Payments Payment Solutions Payment Services 253

SaaStr

FEBRUARY 28, 2025

We’re rolling out the next wave of speakers for 2025 SaaStr Annual, May 13-15 in SF Bay: Bill Staples, CEO, Gitlab Josh Reeves, CEO, Gusto Eddie Kim, CTO & Head of AI, Gusto Drew Houston, CEO, Dropbox Arvind Nithrakashyap, Co-Founder & CTO, Rubrik Sridhar Ramaswamy, CEO, Snowflake Jeremy Burton, CEO, Observe AI Jack Newton, CEO and Founder, (..)

New CTO 252

New CTO CTO AI Customer Success 252

User Pilot

OCTOBER 19, 2024

Think of Net Promoter Score (NPS) software as a tool to measure your customers’ feelings about your product, and categorize them based on their level of loyalty (promoters, neutrals, and detractors). 7 Nicereply for support and customer success teams with various helpdesk integrations Nicereply surveys.

Software Review 105

Software Review Technical Review Software B2C 105

SaaStr

OCTOBER 25, 2024

For the subsequent ten years in software, we’ve optimized every little bit of how we sell it. But today, it’s different because the kinds of software we sell aren’t the same. Six months ago, security was the number one prohibition preventing businesses and software companies from buying AI. It isn’t predictable.

Venture Capital 330

Venture Capital Marketing AI SaaS 330

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 279

Scale Customer Success Venture Capital Sales 279

SaaStr

FEBRUARY 12, 2025

The Evolution of Vertical SaaS The shift from horizontal to vertical SaaS solutions represents a fundamental change in how enterprises buy and implement software. They don’t just build software they become construction industry experts. Efficient Growth : Word-of-mouth in tight-knit industries reduces customer acquisition costs.

Construction 242

Construction Scale SaaS Travel 242

Tom Tunguz

FEBRUARY 26, 2025

Startups should pursue maximization when there are no clear differences in customer segments’ willingness to pay, and when the optimal short term and long term prices are equal. Many mid-market software companies price with the goal of revenue maximization, negotiating for the highest possible price in each sale.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

OCTOBER 18, 2024

Along with co-host Ben Salzman, Jason and Henry discuss the transformative power of AI within SaaS and the evolving dynamics that are reshaping the landscape of software as a service. For years there’s been a QA space where businesses were manually grading thousands of customer success agents. Now, everything has AI in QA.

Sales Recruiting 300

Sales Recruiting Sales Hiring Scale AI 300

Stax

MARCH 16, 2025

The average churn rate for the software industry as a whole is 14%. As a SaaS business leader, reducing software user churn is an important part of maintaining your customer base and increasing revenue. TL;DR The average software industry churn rate is 14%, but SaaS companies should aim for under 2%. Contact sales 2.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

Payrix

MAY 29, 2025

As a software company committed to your customers, you want to do everything you can to set them up for success. For many of your customers, success begins and ends with a seamless checkout experience, and one of the biggest sources of friction is false declines. 03 How do false declines impact your customers?

Payments 100

Payments Embedded Payments Payment Solutions Merchant Services 100

Stax

JUNE 3, 2025

The term SaaS platform gets tossed around a lotbut what does it actually mean, and why does it matter for today’s software companies? In this article, we’ll break down what a SaaS platform is, highlight real-world examples, and explore key strategies to succeed in the fast-moving software-as-a-service industry.

Payment Services 88

Payment Services DevOps as a Service SaaS Payments Payments 88

SaaStr

MAY 29, 2025

For a paid pilot, especially with a big expansion opportunity, you need to be laser-focused on setting clear goals and success metrics that align with the customers pain points and desired outcomes. Clearly Define the Customers Success Criteria Start by asking the customer: What does success look like for you at the end of this pilot?

Technical Review 178

Technical Review Software Review Engineering Metrics 178

SaaStr

MAY 4, 2025

The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. Rippling CEO Parker Conrad’s Theory of the Compound Startup: Disrupting How We Think About Software Why Im Scared to Buy New SaaS Apps Now with SaaStr CEO and Founder Jason Lemkin #4.

AI 251

AI Venture Capital Sales B2B 251

SaaStr

JUNE 20, 2025

The Infrastructure Bypass Midmarket software companies are caught in a “pressure cooker” with fast-moving AI startups developing applications far more rapidly than traditional software companies on one side, and tech giants investing billions in proprietary AI tools on the other. At Palantir, we plan to power the winners.”

AI Search 233

AI Search Artificial Intelligence AI CTO Hire 233

SaaStr

JUNE 13, 2025

Immediate ROI Demonstration Unlike previous enterprise software categories that required long implementation periods to show value, AI applications can often demonstrate ROI within days or weeks. CIOs and CTOs who might have spent 6-9 months evaluating traditional software are making AI purchasing decisions in 30-60 days.

Enterprise 160

Enterprise AI Startup Benchmarks 160

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 158

Customer Success VP of Engineering Payments Payment Methods 158

FastSpring

AUGUST 6, 2024

She recently assisted a European software company that was contacted by African taxing authorities inquiring about an unpaid tax liability. FastSpring provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support.

Merchant Services 167

Merchant Services Payment Services Outsourcing Services SaaS Payments 167

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

SaaStr

DECEMBER 26, 2022

Amanda Malko is CMO at G2, a software marketplace and review site that reaches over 60 million buyers annually across 2000 software categories. In this session, she shares insights and trends from research conducted this year that can help software buyers and sellers make smarter decisions about software and the market. .

Software Review 244

Software Review Software Azure Cloud 244

SaaStr

MARCH 12, 2025

So while AI for coding and software engineering has seen some of the most explosive start-ups, from Codeium to Loveable to Poolside to Claude and OpenAi’s own releases here and more, just as big if quieter has been the change to contact center and support. Can AI replace almost everything a human does today in customer support?

Customer Support 186

Customer Support AI Software Engineering Engineering 186

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 52

Trends Customer Success Scale SaaS 52

ChurnZero

MAY 16, 2025

It’s the ultimate technology dilemma for customer teams and the execs who control budgets: should you buy or build your customer success platform? It’s harder to do on your own, and you’ll be less successful ultimately. The resourcing drawbacks of a custom CRM build.

Payments 52

Payments Customer Success Payment Solutions Payment Services 52

SaaStr

APRIL 6, 2025

The #1 Thing That Makes Enterprise Customers See Value: A Great Dashboard #2. Thoma Bravo: Software Spend Will Grow 19% a Year Through 2028. The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. Top Posts: #1. AI is The Accelerant. #3. Yes, SaaS is Back. OpenAI to Hit $12.7

Scale 166

Scale Software Review Marketing Cloud 166

Tom Tunguz

JUNE 20, 2020

Software companies invest in engineering early and then the product matures, complement that engineering and product investment with go to market teams to commercialize the product. Another question we asked in the survey is the most senior title leading the customer success, sales and marketing teams.

Scale 363

Scale Scaling Sales Hiring Software Review 363

USIO

JUNE 19, 2025

It’s a powerful value-add that makes your software more useful and opens up a new stream of revenue. According to Goldman Sachs and Fast Company , platforms like Bill.com and AvidXchange generate over 60% of their total revenue from payments, not software fees. So don’t just build tools.

Payments 130

Payments SaaS Payments Payment Services Payment Solutions 130

SaaStr

JULY 22, 2021

Ultimately, almost all software companies end up getting 20-50% or so of their new customers from their existing customers once they hit scale. Bill.com at IPO saw 50% of its new customers coming from word-of-mouth and second-time buyers. Have more hands helping your early customers be happy. Sometimes even more.

Sales Hiring 358

Sales Hiring Scale Customer Success Branding 358

SaaStr

JUNE 10, 2020

While the concept may sound old hat to those that have been in the software business for a long time, in SaaS in particular, very little tools, processes, and software are applied to marketing to customers after they are closed. But Customer Success in many ways has been defined as an extension of Sales.

Marketing 320

Marketing Customer Success Retention Content Marketing 320

SaaStr

OCTOBER 26, 2021

Using Dave Kellogg’s “ Four Sources of Pipeline ” framework, marketing should source 60% of the pipeline for a representative enterprise software company. . In a noisy world where there are no practical barriers to creating B2B content, you need a thoughtful approach to engage your Ideal Customer Profile audience. . Video: HE RE.

Scale 358

Scale Marketing SMB Leadership 358

SaaStr

FEBRUARY 27, 2021

There’s a lot to talk about in customer success about churn, and about upsells. So what’s actionable here, if you can lose happy customers without a hint of notice, and magically keep both angry ones and ones that never even deploy? Building deep relationships across the organization with your customers helps too.

Business Model 346

Business Model Customer Success Churn Software 346

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 52

Payment Services SaaS Payments Customer Success Payments 52

SaaStr

JULY 14, 2023

Many people at this year’s SaaStr Europa wondered about the future of customer success, motivation during hard times, and how to grow in this new era of efficiency. Q: When Should You Reduce Non-Recurring Professional Services From A Software Company? Big customers want a solution. And software alone isn’t the solution.

Sales Hiring 246

Sales Hiring Scale Customer Success SaaS 246