Relax

After a long time, I took a vacation. Don’t worry, I’m not going to try and tell you a story that how it taught me B2B SaaS Enterprise GTM.

Retention

40% of churn can be attributed to failures in onboarding.

I hosted Luke Diaz on the podcast to talk about the impact of Customer Success on gross and net retention.

Luke has led Customer Success at top B2B SaaS companies like Optimizely, AppsFlyer, Clearbit, and more. He is currently leading CS at AppZen.

In this episode, we explored strategies for achieving best-in-class gross and net retention, emphasizing the importance of customer onboarding, churn post-mortems, and aligning compensation plans for CS/AEs for renewals, cross-sells, and upsells.

🌟 If you're running an NPS program, Luke has an interesting strategy that can help you with expansion revenue through your NPS program.

All this and more in this episode with Luke. Tune in now!

Roles

Feel free to reach out to the POC with my reference.

Check out 3 roles from the previous edition here.

I’m always looking to speak with interesting folks from the B2B SaaS world. If you have a recommendation, feel free to drop a recommendation here.