What happens if a customer asks to pause their subscription? It’s something founders and executives don’t normally think about as they plan their SaaS pricing, packaging, terms & conditions, and cancellation processes. A request to pause a customer’s subscription is a bummer, of course. It’s a ding to your MRR, and who even knows how to account […]

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Zane Tarence, Managing Director of Founders Advisors, was recently featured on the How to SaaS podcast. During the episode, Zane discussed the 5 critical factors private equity investors analyze when investing in SaaS companies. How To SaaS is a go-to podcast for growing your cloud software company. The host, Shiv Narayanan, is also CMO of Wild Apricot, […]

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As the leader of the customer-facing parts of a SaaS organization, I was quick to take accountability and responsibility for “customer success”, which of course really meant customer retention. It took me many years to realize how flawed my thinking was and to come to understand that Customer Success is bigger than any single department. […]

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