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Customer Success Metrics That Drive Growth with Jay Nathan
Manage episode 448731440 series 3555213
Innhold levert av Anika Zubair. Alt podcastinnhold, inkludert episoder, grafikk og podcastbeskrivelser, lastes opp og leveres direkte av Anika Zubair eller deres podcastplattformpartner. Hvis du tror at noen bruker det opphavsrettsbeskyttede verket ditt uten din tillatelse, kan du følge prosessen skissert her https://no.player.fm/legal.
In this podcast episode, Anika Zubair interviews Jay Nathan, COO of Churnkey, about his extensive experience in the SaaS industry and the evolving role of customer success. They discuss the key metrics that drive growth in SaaS, such as retention, customer lifetime value, and profitability, emphasizing the need for agility in tracking and adjusting these metrics. Jay shares insights into his role as COO, the strategic importance of aligning CS with business goals, and the dual focus on customer and company needs. They also explore how customer success is shifting to a more strategic, revenue-driving function within SaaS companies. The episode provides practical advice for CS leaders who want to make a significant impact on their organization.
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Timestamps:
00:00 - Introduction to Jay Nathan & His Journey
04:16 - The Role of a COO in a Startup
08:17 - Key Metrics for SaaS Companies
13:35 - Understanding Gross Retention vs. Net Retention
18:28 - Customer Lifetime Value & Strategic Decision-Making
24:03 - Metrics to Track in Day-to-Day CS Operations
32:30 - Adapting Metrics as Your SaaS Business Grows
43:30 - Quickfire Round
Connect with Anika:
Website: thecustomersuccesspro.com
Coaching with Anika: CSM RevUP Academy
Follow the Podcast YouTube: https://www.youtube.com/@TheCustomerSuccessPro
Spotify: https://open.spotify.com/show/2IVZCeBTFUFl2iysDe9uJu
Apple Podcasts: https://podcasts.apple.com/gb/podcast/the-customer-success-pro-podcast/id1733540749
Connect with Jay Nathan:
Linkedin
Check out his newsletter, GrowthCurve
Jay Nathan has over 20 years of experience in the software industry, having held leadership roles at prominent technology companies such as Blackbaud, Higher Logic, PeopleMatter, and now Churnkey. He has hands-on experience in bootstrapped, VC-backed, private equity-owned, and publicly traded software companies. In 2017 he launched a management consulting firm focused on SaaS companies and in 2018 launched the popular Gain Grow Retain customer success community, growing it to over 15,000 members worldwide. Jay has spoken and written extensively on leadership, sales, marketing, product, and customer success in the software industry. While his ultimate goal is to launch a Jimmy Buffett cover band, for now, he is focused on helping B2B SaaS companies grow and thrive.
Music by AudioCoffee: https://www.audiocoffee.net/
Kapitler
1. Introduction to Jay Nathan & His Journey (00:00:00)
2. The Role of a COO in a Startup (00:04:16)
3. Key Metrics for SaaS Companies (00:08:17)
4. Understanding Gross Retention vs. Net Retention (00:13:35)
5. Customer Lifetime Value & Strategic Decision-Making (00:18:28)
6. Metrics to Track in Day-to-Day CS Operations (00:24:03)
7. Adapting Metrics as Your SaaS Business Grows (00:32:30)
8. Quickfire Round (00:43:30)
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