Customer SuccessCon Seattle 2016

The vast majority of SaaS companies have negative operating income and few have a solid plan in place to become profitable at scale. SaaS companies need to take a hard look at their profit timeline and make key strategic investments and organizational changes to ensure their survival.

One of these key strategic investments is found in Customer Success.  In this session, we will work through ways to monitor metrics such as customer acquisition costs, payback period, customer retention costs and efficiency ratios, customer revenue churn as well as customer count churn, and how to align compensation for both sales and customer success to ensure customer retention.

We will discuss best practices on how Customer Success can achieve negative churn, reduce effective cost of sales through diverse revenue streams to achieve your GAAP profit timeline goals.