Customer Success costs are a drag on a startup’s Gross Margins, but much less of a drag than losing customers.
Wondering how your SaaS startup compares to others? Find out with our Financial Benchmarks for SaaS Startups table.
To understand a SaaS startup’s churn rate, you need to calculate churn as a percentage of customers up for renewal, not total customers.
Burkland recommends this presentation from Allied Advisers for an in-depth look at Horizontal SaaS models versus Vertical SaaS models.