Keeping customers costs less than finding new ones. Your retention platform decides which you end up doing.
David Becerra has built customer success organizations from startup to SAP enterprise to a surf retreat in Indonesia. He breaks down what actually drives retention, why your quietest customers are your biggest risk, and what hospitality teaches SaaS about onboarding.
Thibaut is a strategic executive with over 25 years of experience in global technology, having successfully scaled operations across more than 30 countries. He combines strong operational leadership with a data-driven approach to deliver measurable performance.
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David Becerra has built customer success organizations from startup to SAP enterprise to a surf retreat in Indonesia. He breaks down what actually drives retention, why your quietest customers are your biggest risk, and what hospitality teaches SaaS about onboarding.
David Becerra built a low-touch CS organization at SAP that scaled from 10-20 accounts per CSM to 60-80, driven by Mixpanel usage data that reduced churn by 10%.
David Becerra explains why the sales-to-CS handoff is where most SaaS companies lose customers, and how a mandatory activation package cut early churn by 15% at his startup.
Jessica is a Key Account Manager with over 13 years in digital advertising, specializing in strategic monetization, campaign management, and revenue growth for the modern B2B technology sector.
View all 1 articles →Feedback analytics tools help startups capture user sentiment, map feature requests, and extract actionable insights before churn silently erodes the growth curve.
David Becerra left enterprise SaaS to manage a surf retreat in Indonesia and discovered that the principles of customer success -- onboarding activation, setting boundaries, and building advocacy -- transfer to hospitality with unsettling precision.
David Becerra explains why angry customers are easier to save than silent ones, and how his team built a support culture around converting complaints into advocacy.
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