Had coffee with a founder from Philly last week and he flipped my model upside down

Met this guy at a coworking space in Minneapolis who runs a similar B2B SaaS tool. He told me he spends 60% of his time on customer success calls, not sales or product. It made me realize I've been ignoring retention for too long. Anyone else shift focus away from acquisition because of one conversation?

2 comments

2 Comments

kim_nelson16d ago

Had a client call me three months after onboarding. Realized she hadn't touched the product since week one. Shame spiral hit me hard. Customer success is just sales with different timing. Sales gets you in the door. Success keeps the locks from changing. Funny how one bad call can reshape your whole playbook.

charles_coleman16d ago

60% on customer success calls? That is insane to me. I would have guessed maybe 20% max from a founder with a B2B tool. Did he say how many customers he keeps around after year one? I bet his churn numbers look totally different from yours. One conversation like that really does mess with your whole head.