Keep and grow the customers you win

The revenue you don't have to win twice, and the expansion that compounds it.

What founders use for keep and grow the customers you win, ranked by how many answers lean on it.

  1. Podcast · 8 min Should CSMs have CSQL quotas? CS Community India Podcast Series #1 As Far As I Know
  2. Video · 59 min 5 steps to fix your sales to customer success handoff | Front & Guru Front
  3. Podcast · 16 min Renewal Forecasting in Customer Success: How to Get It Right CS in 15
  4. Podcast · 49 min Customer Success at Notion: Monica Perez on Product-Led CS Monica Perez
  5. Video · 44 min How to Deliver a Flawless Executive Business Review Gainsight
  6. Podcast · 33 min S8E1 - Impact of Customer Success on Gross & Net Retention ft. Luke Diaz, Director of Customer Su... Luke Diaz
  7. Video · 29 min "Land, Expand, Explode: How to Win the Long-Game in SaaS" Egnyte Co-Founder Rajesh Ram Rajesh Ram
  8. Video · 74 min Upselling and Cross-Selling Without Damaging Customer Trust SuccessHACKER
  9. Video · 30 min Retention Roundtable - Reducing Involuntary Churn with Payment Recovery Churnkey
  10. Video · 20 min The Playbook to Boosting Net Retention (Quickly) with Terminus's CEO | SaaStr Software Community SaaStr AI
  11. Video · 2 min Accounts, success, or sales team - Who’s best to own expansion? AIBoomi (formerly SaaSBoomi)
  12. Video · 55 min SaaS Talks #22: Usage Based Pricing Stellaris Venture Partners
  13. Podcast · 28 min What to do when your champion LEAVES! | The Customer Success Hotline #1 Kristi Faltorusso and Stino Verhelst
  14. Podcast · 52 min Building Effective Customer Health Scores with Jeff Beaumont of GitLab - Ep. 4 | Digital CS Podcast Jeff Beaumont
  15. Podcast · 34 min Reducing customer churn - Andrew Michael on The Product Experience Andrew Michael
  16. Video · 15 min Net Revenue Retention for SaaS: Key Metric or Disguise for Disappointing Performance? Brian DeChesare
  17. Podcast · 24 min Decoding Metrics For Early Stage Startups with Gaurav Ranjan VP Investments Prime Venture Partners Gaurav Ranjan
  18. Podcast · 30 min How to Scale Revenue With a "Land & Expand" Model (Eleanor Dorfman, ReTool) Eleanor Dorfman
  19. Video · 19 min How to REDUCE CHURN through CUSTOMER Exit INTERVIEWS Irit Eizips
  20. Video · 54 min SaaS Talks #32: Customer Success feat. Manan Shah, Recruiterflow & Varun Sharma, Enterpret Manan Shah and Varun Sharma
  21. Video · 75 min [WEBINAR] Reduce 7 Types of Churn in 90 days CustomerSuccessBox
  22. Video · 29 min Usage-Based Pricing: The Next Evolution in Software Pricing Traction
  23. Video · 59 min 2025 SaaS benchmarks on retention and AI: How does your company compare? ChurnZero
  24. Video · 50 min Fireside Chat: Product-Led Growth with Girish Mathrubootham, Founder & CEO - Freshworks Girish Mathrubootham

The questions

Customer success and retention 16

Keeping the customers you already won, and the team that does it.

When should I hire my first customer success person? 5 → What is the difference between customer success and customer support? 4 → I just got handed my first set of accounts. What do I actually do in the first 30 days? 5 → What does a good customer onboarding actually look like? 5 → How do I build a customer health score that actually predicts churn? 5 → All 16 questions in Customer success and retention →
Expansion, upsell and churn 16

Growing revenue inside accounts you already have, and stopping the leaks.

What is net revenue retention and why does every investor keep asking me for it? 5 → What is the difference between gross retention and net retention, and which one should I watch? 5 → What does land and expand mean, and does it apply to my company? 5 → How much churn is normal, and is mine bad? 5 → How do I spot which accounts are actually ready to expand? 5 → All 16 questions in Expansion, upsell and churn →
eChai Partner Brands The partnership →