Customer Success Interview with Nick Mehta and SaaS legend Jason Lemkin
Watch the 26-min video interview full of insights where Nick and Jason discuss all things Net Revenue Retention, Customer Success and the upcoming 7th SaaStr Annual Conference – The World’s Largest Cloud Gathering September 27-29, 2021 – San Francisco
Here’s Nick’s key take-aways from the session:
1. Most SaaS companies massively under-invest in post-sales.
2. Companies with high NRR are unstoppable.
3. However, make sure your gross churn is at or above market comps before you focus on NRR.
4. Some CS leaders, in terms of mindset, are better at churn mitigation while others are better at growth/NRR.
5. One of the most important drivers of NRR is Product.
6. To that point, most high NRR companies establish one or more add-on product lines.
Hakan Ozturk is a Paris-based Customer Success leader with over 15 years of experience in the computer software industry. Passionate about driving growth and delivering value to strategic customers, Hakan has established himself as a trusted industry expert. As the Founder of The Customer Success Café Newsletter and TopCSjobs.com, Hakan provides valuable industry insights and daily-updated job opportunities worldwide in the field of Customer Success. Connect with Hakan to unlock your company’s potential for success.