SaaS

Curated Learning Resources

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  The SaaS Founder’s Playbook for Customer Success

  Michael Redbord, General Manager, Service Hub, HubSpot

  As a SaaS startup grows, the way it handles customer success must evolve to meet changing customer needs and volume. Michael outlines strategies for different stages of growth: • The founding stage and focusing on product-market fit • The early stage and hiring a dedicated customer support person • The mid stage and laying a foundation for scaling up • The growth stage and investing in systems and predictive models • The scale-up stage and optimizing for predictability and cost savings while maintaining a customer-centric focus. Throughout, Michael emphasizes the importance of proactively addressing customer issues and needs, not just reactively solving problems, in order to maximize customer lifetime value and drive business growth.

  Mark as Read
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  SaaS Metrics 2.0 – A Guide to Measuring and Improving what Matters

  David Skok, General Partner, Matrix Partners

  Mark as Read