Customer Success

February 8, 2023
Why Customer Success Should (and Shouldn’t) Own Account Management premium
We’re officially two months into the new year, which means it’s time for a common annual tradition in tech: Reorgs. Though to be fair, reorgs seem constant these days. Yet amidst the usual shuffling and strategic planning for the new year, I’ve seen a new trend emerge: companies are combining their Customer Success Management (value/adoption) […]
January 28, 2023
The Ultimate Chief Customer Officer (CCO) Job Description premium
The Chief Customer Officer (CCO) role is crucial for virtually every SaaS company. Hiring one moves Customer Success (CS) from a function to a company-wide strategy, offering a customer voice in the boardroom and a peer to your Sales and Product leaders. Yet if you asked 100 SaaS CEOs to define a CCO’s roles and […]
December 16, 2022
Three Reasons Why a High Churn SaaS Business Will (Probably) Never Make Money premium
How will we look back on 2021 and 2022 years from now? I’m sure partly, we will reflect with shock. How did we ever think GameStop was worth tens of billions of dollars? Why did we believe in crypto scams like FTX? And whoever thought an NFT of a “Bored Ape” would be valued at […]
October 20, 2022
The One Thing Billionaire Frank Slootman Got Wrong premium
This article was originally published on All Business. I’ve always longed for an archnemesis. I know that may sound strange, but I’ve seen enough superhero movies to know that every great hero needs an antihero. We all know that Superman isn’t anything without Lex Luthor, and that Batman can’t quit the Joker. via GIPHY Somehow, […]
July 29, 2022
Gainsight Horizon AI Labs: What Is The Right CSM to Customer Ratio? premium
Co-authored by Shantan Reddy. I don’t know about you – but data is one of my favorite things to geek out about (in addition to creating music parodies and talking about physics).  Many of you know Gainsight has thousands of customers and tens of thousands of customer success managers that use Gainsight daily, so we […]
June 29, 2022
What’s PLG Got To Do With Efficient Growth? premium
As companies consider the chaos in the market and plan their strategies for the second half of the year, Product-led growth (PLG) is (or should be!) top of mind for many SaaS executives. In fact, we learned from the Product-Led Growth Index 2022 that almost half of SaaS companies plan to double their investment in […]
June 15, 2022
What the SaaS Collapse Means for Every Leader premium
This article was originally published on Inc. It’s a challenging time in the world–and in the world of SaaS. Right now 2022, the Bessemer Venture Partners (BVP) NASDAQ Emerging Cloud Index is down nearly 40% from its peak. Since SaaS companies grew a lot during that time frame, this means multiples are down even more. […]
April 19, 2022
5 Reasons High Inflation Makes Customer-Centricity More Important Than Ever premium
This post originally appeared in Chief Executive.  In case you missed the news—or haven’t visited a grocery store in a long time—prices are going up. Whether you’re looking for a house, a handbag, a used Honda or a ham sandwich, everything is much more expensive. According to this week’s reporting from the  Bureau of Labor […]
April 18, 2022
10 VCs Who Are Doubling Down on Customer Success premium
If your goal is to become a SaaS CEO at a startup company, you’ll have to learn several skills: Building a business strategy Motivating the team Executing consistently Raising money Repeating CEO cliches over and over again While I find all parts of the job to be interesting, there are some unique lessons you get […]
March 3, 2022
Even With Stock Market Downturn, Net Revenue Retention Still = Valuation premium
Whenever people ask me what my favorite TV show was as a kid, I pause to decide whether to reveal my secret shame or not. While I loved cartoons and still remember the theme song to “The Golden Girls,” what I was addicted to at ten years old was CNBC. I loved hearing the anchors’ […]
March 3, 2022
Ultimate Guide to Customer Success Org Structures premium
“Do you have time for a quick call? I’d love to get your input on our Customer Success Organization.” I’ve received at least 500 emails, texts, and Linkedin DMs like this from SaaS CEOs over my nine years running Gainsight. And I LOVE getting these messages. It’s so encouraging to see CEOs leaning into Customer […]
February 3, 2022
What Peloton Can Teach Us About Community and Customer Success premium
Ignoring the haters! It’s indisputable that Peloton – and other digital fitness companies like it – have changed the way millions of human beings exercise. Sure, the latest Sex and the City reboot and stock price drop aren’t great for business. But as a Peloton rider myself, I have seen first-hand how Peloton has transformed […]