SaaStr

MAY 10, 2025

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. Use metrics like product usage, NPS, and engagement to identify risks early.

Sales Hiring 232

Sales Hiring Customer Success Scale Retention 232

SaaStr

JULY 11, 2025

Companies with strong PLG foundations have rich product usage data and customer engagement signals that can be leveraged for enterprise sales. Instead, they view all users as part of one population with different needs and engagement preferences. 5 Unexpected Learnings 1.

Scale 172

Scale AI Enterprise Venture Capital 172

SaaStr

FEBRUARY 7, 2025

Before Customer.io, Jason built and scaled marketing teams at several B2B SaaS companies, with a focus on customer engagement and revenue operations. These focused groups saw 3x higher engagement rates and provided cleaner data for optimization. Les Mills discovered their in-app engagement rates were 2.4x The Customer.io

Scale 271

Scale SaaS B2B Scaling 271

User Pilot

OCTOBER 10, 2024

It typically involves welcome messages, product tours , in-app guidance, and support materials aimed at driving user activation , retention, and long-term engagement. Userpilot’s onboarding reduces friction and engages new users by triggering a welcome survey. What can you learn from Userpilot?

Onboarding 105

Onboarding SaaS Software Communication 105

SaaStr

JUNE 9, 2025

It’s not scalable, but it keeps them engaged while you figure out your sales motion. You might also shift from focusing solely on revenue to incorporating metrics like logo acquisition or customer retention. Often, it’s better to overpay early reps slightly than to lose them. If a rep closes $10K in deals, they take home $10K.

Scale 172

Scale B2B Benchmarks Sales 172

SaaStr

MARCH 9, 2025

The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 198

AI Scale Education User Experience 198

SaaStr

JUNE 7, 2025

Improve Early Engagement : Beyond onboarding, what are customers doing in the first 30 days? Identify the key actions that correlate with retention (e.g., Offer aggressive discounts or incentives to get new customers onto annual or at least quarterly plans. This can double or triple your LTV (Lifetime Value) overnight.

Churn 203

Churn Onboarding Mobile B2B 203

ChurnZero

JUNE 6, 2025

In 2025, the top customer leaders are engineering retention by building systems that detect risk early, reinforce value continuously, and empower every team member to act. Shifting your team’s mindset to proactive customer retention is a major shift, but the good news is that you can start now. 4: Strategy: Prioritize NRR.

Retention 52

Retention Strategy Benchmarks AI 52

User Pilot

OCTOBER 19, 2024

They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc. This means higher customer retention and renewal rates , lower customer acquisition costs , and higher revenue growth rates , all of which vastly improve your business’ success and sustainability.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

User Pilot

OCTOBER 31, 2024

These issues might range from low engagement with specific features to a high churn rate or poor user onboarding. This would allow deeper insights into user retention, feature adoption, and upsell opportunities. Start by identifying the top problems that your company faces, especially ones where you already have some data.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Clouded Judgement

JULY 2, 2025

Designed for users of all skill levels, FigJam makes everything from personal projects to solo ideation to team meetings more engaging and fun. ” Figma Slides : “Figma Slides helps teams collaboratively make compelling, engaging presentations that drive and maintain alignment.

Benchmarks 196

Benchmarks Data Software Review AI 196

SaaStr

APRIL 28, 2025

Even with strong engagement, there are subtle signs that a customer might churn. These shifts can lead to reevaluations of tools and vendors, even if engagement is high. Usage Plateauing : Even if engagement is good, if usage isnt growing or expanding into new teams, it can signal that the customer isnt seeing enough incremental value.

Churn 159

Churn Leadership Engagement Retention 159

User Pilot

NOVEMBER 29, 2024

Raw replay data is stored for 30 days by default but can be extended to 12 months by purchasing extra retention time. However, as earlier noted, you’ll have to buy an add-on to extend the data retention cycle beyond the 30-day default limit. This means you can access it for free on the Starter plan.

Banking 105

Banking Pricing Retention Enterprise 105

SaaStr

APRIL 15, 2025

This encourages sales leads to stay engaged with accounts post-sale and drive expansion. Increasing customer consumption and retention. Consumption Growth and Retention (30% of Bonus) Bonuses are awarded for driving increased usage within existing accounts. 10k/month in usage). Driving customer activation (go-live).

Scale 144

Scale Compensation Retention Churn 144

User Pilot

JULY 14, 2025

." The solution isn't more tools: it's one omnichannel customer engagement platform that connects every user interaction and related analytics. In this guide, I'll show you what makes an effective omnichannel strategy and how to implement one that drives real activation and retention results, all with the help of Userpilot.

Engagement 104

Engagement Mobile Underperforming Technical Team Scale 104

ChurnZero

NOVEMBER 26, 2024

3: Provide an engaging overview. Begin your customer success job description with a short, engaging summary that captures key details about your company, the purpose of the role and its importance, as well as expectations regarding the location. For instance, owning customer retention signifies direct responsibility for renewal rates.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

Clouded Judgement

JULY 4, 2025

The views expressed herein are those of the author and not of Altimeter or its clients, which reserve the right to make investment decisions or engage in trading activity that would be (or could be construed as) consistent and/or inconsistent with the views expressed herein.

Cloud 157

Cloud Investment Subscription Payment Features 157

Valuize Consulting

DECEMBER 17, 2024

Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency. Traditionally, companies have set CSM ratios based on revenue tiers or account sizes, yet these methods are woefully simplistic when considering the complexity of driving customer adoption, retention and expansion in B2B.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

User Pilot

JULY 12, 2025

Userpilot helps you analyze user behavior and create personalized in-app experiences to drive activation, adoption, and retention—no code required. We use behavioral analytics to map out the customer journey so that we can tailor onboarding flows, marketing efforts, and engagement campaigns to each segment.

Customer Lifetime Value 71

Customer Lifetime Value SaaS Technical Advisors Onboarding 71

User Pilot

APRIL 30, 2025

Its about building a repeatable system that drives discovery, boosts engagement, and keeps users coming back. Boost user engagement by improving onboarding with personalization and gamification. Create communities to engage mobile users. Engaged users leave better reviews. Better reviews boost your apps visibility.

Strategy 66

Strategy Mobile Systems Review Scale 66

SaaStr

FEBRUARY 10, 2025

The company developed a comprehensive framework for managing this transition: Key Components of the PLG Model User Acquisition Required scaling to tens of thousands of monthly signups Developed organic growth strategies through SEO Created individual pages for leads in their database User Activation and Retention Focus on immediate value delivery Implementation (..)

Scale 159

Scale Scaling Outsourced Development Sales 159

Payrix

NOVEMBER 19, 2024

It’s not just about the product or payments teams—developers, finance, sales, and operations team members should be engaged in the payments conversation early on. What other questions should a software partner start thinking through before they start to engage in a conversation with you? Most people don’t think about retention.

Payments 130

Payments Embedded Payments Payment Solutions Payment Services 130

User Pilot

NOVEMBER 14, 2024

Product usage patterns and engagement levels (those who use the product more than others). In-app behavior , like events they’ve completed, features they’ve used, or in-app flows they’ve engaged with. Feature engagement analytics in Userpilot. What metrics should you consider? Segmentation in Userpilot.

Strategy 105

Strategy Payment Solutions Payments Customer Lifetime Value 105

SaaStr

DECEMBER 5, 2024

Strategic Imperative : To stand out, you must: Leverage buyer intent signals Clearly articulate your unique value proposition Engage economic buyers (often the CFO) early in the sales process 3. C-Suite Involvement : Executive participation in purchasing decisions has jumped 14% year-over-year.

AI 273

AI Software Data SaaS 273

ChurnZero

FEBRUARY 28, 2025

However, many organizations still rely on sophisticated, experienced sales people to attract, engage and acquire subscribers. 1: Balance acquisition, engagement, and retention. Many SaaS companies over-index on acquisition, prioritizing new logos over more profitable retention and expansion revenue. 4: Consider community.

SaaS Payments 52

SaaS Payments Subscription Payment Features B2B 52

User Pilot

OCTOBER 19, 2024

Conduct A/B testing on your surveys to ensure the design, questions, and timing drive higher engagement rates. It is perfect for teams that want to improve response rates by turning surveys into more interactive and engaging experiences. Leverage AI-driven sentiment analysis to analyze and categorize open-ended responses quickly.

Software Review 105

Software Review Technical Review Software B2C 105

User Pilot

APRIL 30, 2025

The real challenge lies in keeping them engaged and returning for more. In this post, I’ll share just that: how to improve app engagement , retention, and other growth metrics with Userpilot. 9 Ways to improve app engagement with Userpilot features 1. Getting users to download your app is only half the battle.

Engagement 66

Engagement Marketing Software Review Mobile 66

User Pilot

JUNE 30, 2025

We have to oversee how we’re engaging customers , how we’re structuring emails in our onboarding sequence, and what user experience we’re providing once they’re on the app. Check-in emails: After the initial welcome email, a check-in email is typically sent to keep users engaged and improve customer satisfaction.

Onboarding 52

Onboarding Engagement Education Customer Success 52

User Pilot

DECEMBER 31, 2024

It lacks other analytics reports such as cohort retention reports, path analysis, and custom dashboards. out of 5 stars Pricing: Growth plan at $799/month Supported devices: Web for the time being and mobile coming in 2025 Userpilot is a product growth platform that helps companies increase adoption, user satisfaction, and retention.

Software Review 52

Software Review Mobile Interviewing Technical Review 52

SaaStr

JUNE 6, 2025

Align sales comp with net revenue retention, not initial ACV 3. When buyers do engage, they’re much more qualified but need faster, more technical conversations Bottom Line : The SaaS buying journey has been completely rewired by AI. The Disruption : 29% of buyers start research with AI search more than Google.

AI Search 144

AI Search AI Technical Review Software Review 144

Stax

MARCH 16, 2025

Key metrics include customer churn rate, revenue churn, and net revenue retention (NRR). However, by cutting churn in half (to 2.5%), the company could save $150,000 annually while maintaining a stronger, more engaged customer base. A lower churn rate indicates higher customer retention. Looking to measure churn?

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

ChurnZero

MAY 22, 2025

Keep reading for highlights around our Engagement AI, new video AI integration with Synthesia, and collaboration improvements to Success Plans. 1: Engagement AI Details : Do you have a multi-faceted understanding of your customers health?

AI 52

AI Engagement Scale Retention 52

Chart Mogul

JANUARY 9, 2025

Here, customers usually find your brand through marketing channels and then engage with it through tools like interactive self-guided demos, free trials, or freemium versions of your product. Your sales targets should factor in both acquisition and retention. Managing the customer onboarding process within ChartMogul CRM.

Scale 52

Scale Sales Hiring Startup Sales Recruiting 52

User Pilot

DECEMBER 31, 2024

Variety of UI patterns to engage users, including modals , tooltips , and slideouts. In fact, it was first created as an analytics tool, and only in recent years has it also developed an engagement suite. Just like Userpilot, its a full-suite product experience platform with analytics, feedback, and engagement layers.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105