Cassie YounginPrimary Venture PartnersMind the Pipeline: Using Cohort Analysis To Forecast Bookings and Identify GapsLet me walk you through some math that B2B SaaS upstarts often overlook — and why they should pay closer attention.5 min read·May 6, 2021----
Cassie YoungDesigning CS compensation structures to boost retention ratesIn our recent introduction of the CURE framework for renewals ownership, we advocated that CSMs should never own renewals outright, but…5 min read·Nov 23, 2020----
Cassie YoungUse the CURE framework to figure out who owns contract renewalThe best customer success playbooks combine customer-facing programs with internal processes to drive an organizational rallying cry around…5 min read·Oct 7, 2020----
Cassie Young5 customer-facing strategies to boost retention ratesThe best churn management programs combine both internal processes and customer-facing playbooks to mitigate risk throughout the customer…8 min read·Jul 29, 2020----
Cassie Young5 internal processes to increase customer retentionWhile it is important for SaaS companies to give net promoter score (“NPS”) its due, net dollar retention is typically the north star…6 min read·Jul 15, 2020----
Cassie YoungLeveraging NPS to drive business growthCustomer retention is the most efficient growth lever for any business, yet companies often struggle to balance the near-term highs of new…7 min read·May 26, 2020----
Cassie YoungSetting Sail from SailthruAfter nearly 7 years with Sailthru, I’m leaving the business at the end of the year to take a partner role at Primary Venture Partners in…6 min read·Nov 22, 2019----