Sat.Jun 21, 2025

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Dear SaaStr: What Should I Know As a First-Time Customer Success Manager?

SaaStr

Dear SaaStr: What Should I Know As a First-Time Customer Success Manager? As a new Customer Success Manager (CSM), here’s what you need to know to hit the ground running and make an impact: Understand Your Role’s Revenue Impact — Revenue vs Retention : Customer Success isn’t just about keeping customers happy anymore at most B2B companies —it’s often a revenue-driving function now.

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How The Top 25 B2B Public Companies Have Performed In 2025 So Far — And What They Tell Us About the Future

SaaStr

We analyzed every major public SaaS company’s YTD performance through just about the end of the first half of 2025. The results may change how you think about building software. TL;DR: The SaaS market has clearly bifurcated in 2025. AI-native + mission-critical = strong performance (Palantir +165%, ServiceNow +12%). Traditional horizontal SaaS faces big headwinds (Salesforce -18%, Asana -31%).

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