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.

https://www.saastrannual2021.com/