This week of the SaaS Revolution Show, we devote the entire episode to Customer Success. Alex Theuma takes you on a journey that spans from the stages of SaaStock 16 and 17 through to SaaStock on Tour Helsinki and New York to pick up some of the best stories and advice from Customer Success practitioners. The episode is divided into four parts. The first part defines Customer Success, helps you figure out when is the best time to start with it, and looks at how companies like Slack and Drift kicked it off. In the second part, our speakers cover how to build and scale a customer success team and how to figure out the compensation for CSMs. We then look at the all important metrics that measure the efforts and help you adjust. Finally, the episode brings you ideas about what customer success programs could look like and how to enable them. Some obvious, some not so. Throughout the episode, you will hear quotes and excerpts from Dan Steinman from Gainsight, David Apple from Typeform, Rav Dhaliwal from Slack, Julie Hogan from Drift, Dave Blake from Client Success, Michelle Danis from Datadog, Jane Medeiros from NewsCred and Lauren Crocetti from Yext. Listen on to hear: When should companies start thinking about it and implement it How do you start with building the team and then scale and evolve it What are the different metrics throughout the different stages of the company you should look at How to enable customer success initiatives Almost everyone you will hear from on the Customer Success Radio Hour will join us at SaaStock18. A 100 other speakers will bring tons of valuable content during the three days in Dublin. We have just released our full agenda - https://www.saastock.com/agenda As a listener, we genuinely want you to be part of the SaaStock global community we are building. For one time only, we are offering 300 euros off of passes until the end of July. Go to https://www.saastock.com/tickets, use code JULY300 and join 3000 new friends in Dublin in October 15th to the 17th. Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

Workplace by Facebook was launched in October 2016. Heading it was Julien Codorniou in London, who had been working with Facebook since 2011. On this week's episode of the SaaS Revolution Show, we sat with Julien, to get a unique peek into the workings of how a company such as Facebook operates in the SaaS B2B scene and the ways it breaks and reinvents the B2B sales and marketing rules. Listen on to hear: How Julien and Workplace turned the marketing and sales playbook upside down How they sell into giant corporations such as Walmart How the vision of a company can sell the product Julien is one of many speakers we will welcome to SaaStock18. We are excited to release our full agenda next week. Head over to https://www.saastock.com and sign up to be the first one to get a sneak peek at it. Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

On this week’s episode of The SaaS Revolution Show, we take you to the SaaStock on Tour New York stage for what was one of the most entertaining and well-received panels on the day. Ben Hindman, CEO of Splash talks with Tomer Tagrin, CEO of Yotpo and Alexis Le Quoc, CTO of Datadog about some of the fundamental challenges they have faced in the course of growing their companies and how they have addressed them. Listen on to hear: What is the right set up for scaling a company? What is the main job of the leader of a scaling company? How to fundraise and stay frugal at the same time? One of the benefits to being based in New York rather than Silicon Valley is the fact that founders don’t have to spend crazy money on having the most impressive conference rooms and perks in the neighbourhood to attract talent. A sentiment valid for many other places in the world where founders and executives built their companies without unnecessary bells and whistles. We will gather 3000 of them from over 50 countries in Dublin in October for SaaStock18. Grab your ticket now by going to https://www.saastock.com. Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

In September 2016, Adrien Menard, CEO of Paris-born Botify packed his bags and moved together with his wife and two kids to New York to open Botify's US office. He had chosen New York mainly due to the slightly shorter time difference with Paris in comparison to the much more unsurmountable 9 hours with the West coast. Adrien was leaving 24 employees behind and venturing into the new world all by himself. Visas took more time, the advice his lawyer gave him was wrong multiple times, and Adrien would have to reinvent overnight how Botify communicated and made decisions. Despite all that, there was not a grain of doubt that he was doing the right thing. He had a $7 million Series A funding round and a 10% US-based customer base to give him confidence as the going got tough. Fast forward almost two years later after Adrien moved to New York, US customers now represent 60% of the revenue, and the Botify employee count has risen to 100 with 25 of them based in the New York office. How did all that work out? Listen on to hear: What's the one thing you need to have achieved to secure a funding round for scaling What are the two most important teams in a US HQ What has been the most challenging thing in scaling to the US and how did Adrien address it Why as beloved as Slack is for remote teams, it's not the best solution according to Adrien and what he uses instead How Botify stays cash efficient Adrien is one of many speakers we will have at SaaStock18 in Dublin, coming from all corners of the world and sharing a variety of lessons and experiences. 3000 attendees will come to see and learn from Corey Thomas, April Dunford, Christoph Janz and many more speakers we have. Grab your ticket now https://www.saastock.com/tickets Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

On this week’s episode, as part of The SaaS Revolution Show Episode 100 special, we are taking you to that SaaStock New York stage for the chat Nic Poulos, Partner at Bowery Capital had with David Cancel, CEO of Drift about the stellar journey of reaching 70,000 customers in three years in an incredibly oversaturated vertical. David Cancel needs no introduction. The five-time founder who has achieved 4 exits in his 20-year career had three options in front of him as he left HubSpot where he served as Chief Product Officer. He could do nothing, he could get into the venture capital world or he could do the whole rollercoaster ride one more time. He opted for the third and Drift was born. What it has grown to be is a whole new category of conversational marketing, shifting the buying process in B2C and B2B. Inherently slow and passive, Drift is turning it into a real-time two-sided conversation. David and Nic’s conversation is a treasure trove of insights about hyper growing, something possible and attainable even when you have thousands of competitors. Listen on to hear: Why Drift is so customer-driven and what it helps them know How they have designed their sales process What is the future of differentiation in SaaS Drift’s Chief Marketing officer David Gerhardt has played a major role in their success. He is one of many speakers joining us at SaaStock 18 in October. As part of the Episode 100 celebrations, we would like to offer you a 100 euro discount for tickets. Go to https://www.saastock.com and use code saasrevolution100 Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

For the past three years and 99 episodes, we have talked to the founders, operators and investors leading the SaaS Revolution around the world. In that time, we have seen it get stronger and more impressive in an incredible fashion. The SaaS Revolution Show has aimed to showcase their achievements and unravel the story behind the growing momentum of SaaS with vital lessons and tactics attached. For this 100th episode, we are taking you back to some of our pivotal episodes and the practical advice bursting from them. After careful selection, we chose seven of them, picked the key pieces of advice from them, and montaged them together to create what is the ultimate audio guide on How to grow your SaaS. We feature Mark Roberge, Pieterjan Bouten, April Dunford, Nadim Hossein, Neeraj Agrawal, Eric Santos, and Laura Roeder. Listen on to hear: How to build successful sales organisations How to set up marketing teams and do demand generation right How to do positioning right How to set up organisations for growth How to educate a market about your category How to grow through direct response marketing What is the mantra for getting to $100M ARR Please let us know how you liked this episode as we plan to have more SaaS Revolution and SaaStock Radio Hours like it. Leave a rating and review on iTunes or wherever you get your podcast. Next week’s episode will be a special live recording with Drift’s David Cancel, coming live from the SaaStock on Tour New York stage. There is still time and a few tickets left to join us there. Just head over to https://www.saastock.com/ontour/city/new-york and use code nycrevolution100 for a $100 discount. Thank you for all your support over the last three years. Here is to the next 100 episodes and the growth of the SaaS Revolution! Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

On this week’s episode of The SaaS Revolution Show we take you to the SaaStock Paris stage where Rachel Delacour, VP Startups at Zendesk talks with Marie-Hortense Varin, Principal at Partech Ventures, Samantha Jerusalmy, Partner at Elaia and Evgenia Plotnikova, Principal at Dawn Capital about what it takes to become a billion-dollar company and what’s the role of the VC in this beyond funding the journey. With many promising companies coming out of Europe, there are important things to keep in mind on the road to scaling successfully, which Samantha, Marie-Hortense and Evgenia have picked and share on the panel. Listen on to hear: While there is no science to becoming a unicorn, there are patterns. What are they? What are the signs a company has unicorn potential? What is the role of the VC in helping a company grow to a billion dollar? As Marie-Hortense mentiones in the end, if your VC isn’t helping you hire your SVP, you should get another VC partner. We will tackle the topic of finding the right VC partner at our upcoming SaaStock on Tour New York event on June 20th. It is your chance to not simply learn how to secure the best partners but also meet them on the day. We have limited tickets left so you will want to grab yours now. Go to https://www.saastock.com/ontour/city/new-york to find out more. As we are approaching the 100th episode of the show, we are offering a special $100 discount on tickets. Just use code nycrevolution100. Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

What does it take to build global SaaS companies? With 13 years of experience in the VC world and having invested in some of the greatest SaaS companies out there, Alex Ferrara is one to say. Partner at Bessemer Venture Partners, based out in New York City, Alex has worked with companies such as Shopify, Wix and Pipedrive. Bessemer itself has been investing in companies in over a 100 years and has over 100 SaaS investments to date. Throughout the experience Alex has seen what constitutes a global company and how it makes decisions about the when and where of scaling. That has given him an uncanny view of what makes companies successful when they cross borders, oceans and continents in any direction. Listen on to hear: What are the features of truly global companies The trouble with moving to the US too late When does it make sense for US companies to open offices overseas As part of our upcoming Episode 100 anniversary, we will be recording a live podcast with David Cancel of Drift during SaaStock New York. Join us on June 20th to be part of that and here from 27 SaaS superstars. Find more info and tickets on saastock.com/ontour/city/newyork Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

Sofie Quidenus-Wahlforss, CEO and Co-founder of omni:us, learned very early on she was destined to build companies. She had the knack for it as well as the determination. It's how she built three companies before founding omni:us. But it is her latest that is the one she is determined to really grow and scale. With four co-founders and a new address in Berlin, the Viennese entrepreneur began her journey into AI. As important as it was to train her bots to "read" digital documents, what was even more key was finding the use cases and product-market fit that would allow her to monetize omni:us. It took selling into two industries before finding the one, which would truly benefit from the value proposition of omni:us - making sense of and structuring digital documents. Finding it was a combination of listening to inbound signals and being disciplined to apply the criteria that helps rule out the unfit choices. Listen on to hear: The criteria to find product-market fit A key learning Sofie picked about the search for product-market fit An important lesson about selling to enterprises with product-market fit Sofie is one of many excellent speakers we will host at SaaStock on Tour Berlin on June 7th. On the day she will be joined by the likes of Christoph Janz, Steli Efti, CEO, and Stan Masseuras. See more info and tickets https://www.saastock.com/ontour/city/berlin Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)

When Jack Beaman, CEO and Co-founder at Syft, decided to disrupt the temp worker industry, he thought he would be building a marketplace. He started off with a clear idea - create a marketplace where hospitality industry employers and temp workers would be able to find each other. What he didn’t suspect was that they would find each other so efficiently that employers would experience 400% increase in workers. And they would need new efficient ways to manage them. An invaluable opportunity to create a SaaS platform they were prepared to pay for presented itself on a silver platter. Entrepreneurial Jack jumped on. Listen on to hear: How to sell and get customers in traditional industries What has helped with the adoption of tech Does traditional advertising work in SaaS Jack is one of many speakers that we will host in Dublin this October at SaaStock18. He will be joined by the likes of Corey Thomas, CEO of Rapid7, David Skok, Managing Partner at Matrix Partners and Meagen Eisenberg, CMO of MongoDB. As we are approaching the 100th episode of the podcast, we are offering a €100 discount for SaaStock18 to our listeners. Use code saasrevolution100. See more info and tickets on https://www.saastock.com Check out the other ways SaaStock is serving SaaS founders🇺🇸 SaaStock USA 2025: 13-15 May 2025 | Austin, Texas. Connect, learn and thrive at the leading conference for B2B SaaS Founders, Operators and Investors from Pre-Seed to Series C. (https://ti.to/saastock/saastock-usa-2025)🇮🇪 SaaStock Europe 2025: 12-14 October 2025 | Dublin, Ireland. "The best SaaS conference for founders, execs & investors in Europe, period." - Christoph Janz, Partner, Point Nine. (https://share.hsforms.com/1FbUpCXpJT8um3MehUUYcAg3upof)🤝 SaaStock Founder Membership: A private members group of B2B SaaS founders between $100K - $10M ARR who are committed to growth and helping others (https://www.saastock.com/founder-membership/)🌎 SaaStock Local: Monthly meet-ups in cities all around the world, bringing together SaaS enthusiasts and experts to discuss the most pressing topics in SaaS (https://local.saastock.com/home)