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Customer Success


Your Customers' Profitability is Your Startup's Future Health

September 12

200% NDR: What Does it Take to Achieve this Stellar Milestone?

September 2

The Three Types of Customer Success Teams

March 10


How Much is 20% More NDR Worth to Your SaaS Startup?

March 5


What is the Structure of the Typical SaaS Company as it Scales?

June 21


Benchmarking Your Sales and Customer Success Teams

November 21

How Much ARR Can a CSM Manage?

January 25


Fighting and Leveraging Inertia in Sales

August 4

The Strategic Shift in Revenue for SaaS Startups as They Scale

March 9


Startup Best Practices 13 - Patience with Unit Economics

June 14

Startup Best Practices 12 - Customer Success Compensation

June 11

How an $11B SaaS Company Measures Churn

June 10

The 4 Teams Within Customer Success Organizations

May 15

Why Your Startup's Churn Rate Affects Your Company's Ability to Plan Its Future

March 16

The 4 Types of Customer Success Organizations

February 4


How Customer Success Meaningfully Reduces Cost of Customer Acquisition

December 18

How Much Should Your Startup Spend on Customer Account Expansion?

November 24

Why Negative Churn is Such a Powerful Growth Mechanism

November 18

Four Important Data Points on Measuring Your Startup's Customer Happiness

October 29

Why Customer Success? Why Now?

August 12

Building a Performant Customer Success Organization

July 31

The 4 Challenges Facing Customer Success Teams in SaaS Startups

May 15

Quantifying a SaaS Startup's Revenue at Risk

April 23

Why Everything I Thought I Knew About Churn Is Wrong

January 15


How to Hire a Head of Customer Success for Your Startup

December 5

The Three Churn Mitigation Strategies of SaaS Startups

October 31

How Much Should Your Startup Spend on Managing Churn?

October 16

Why Customer Success Is An Essential Part of Every SaaS Startup

October 11

What Your Startup’s MRR Figure Is Hiding

September 27