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Co-Founder and CEO of EchoSign from inception through tens of millions in cash-flow positive SaaS revenue and acquisition by Adobe Systems Inc. Jason then served as Vice President, Web Services at Adobe, where EchoSign was named the most successful acquisition of 2011-12, posting 199% YoY growth.

2 responses to “Measure Your Churn. But What’s Even More Important is to Measure Your Almost Churn. 5 Tricks to Help You Here.”

  1. Nick Mehta

    Great post, Jason, as always. I think one important thing is to make the Client Success / Customer Success team understand that all companies have at-risk clients and that it’s not the fault of the CSM team usually (often it’s product, sales or other issues). This should give them the confidence to admit that there are at-risk customers and help identify them. Sometimes CSMs might be gun shy to identify accounts because they take it personally.

  2. jasonlkn

    Absolutely. Ultimately if you track total net upgrades (inclusive of both churn and upgrades) per CSM and per whole Client Success team I think it works out.