Jason Lemkin's advice for startup SaaS businesses is to heavily invest in customer success: you need to give a shit. Otherwise your customer churn numbers are

Jason Lemkin's advice for startup SaaS businesses is to heavily invest in customer success: you need to give a shit. Otherwise your customer churn numbers are going to be high, and it makes failure increasingly likely. When I was being courted by a startup for an IC position, the best question I asked was "What does your churn look like?". It was really low, and despite some other reservations I ended up taking the job, and we had an awesome exit. Because our customers really loved us, and we worked hard to make them successful.