A new sales leader reached out this week to ask when she should hire her first sales development representative (SDR). What a great question, and luckily, it’s a pretty black and white answer.  LET’S START WITH WHEN IT’S NOT TIME TO HIRE YOUR FIRST SDR. It’s too soon to hire your first SDR when: You haven’t landed any actual, […]

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I have been thinking a lot about the continuum of maturity in SaaS customer success organizations. It really boils down to degrees of a spectrum ranging from reactive to proactive. Here are the 11 areas I evaluate when assessing a customer success organization for strengths and weaknesses. How well they execute against these usually indicates […]

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There, I said it.  As a SaaS founder who led sales, customer success, product support, and professional services, I fully believed every customer retention issue was squarely on my shoulders. And every customer retention win was because of the product.   I LOVED our product and the value it brought to our enterprise customers. I passionately […]

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