Net Dollar Retention: The One Metric SaaS Companies Should Focus On with Firaas Rashid #176

05/04/2022

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Firaas Rashid is CEO and founder of Hook, a predictive data platform that empowers Customer Success teams. Hook is transforming B2B SaaS by providing accurate revenue predictions and intelligent, actionable insights to secure more customer renewals.

Firaas founded Hook in late 2020 and has already raised millions in funding from some of the top investors and company founders in Europe. He is passionate about changing the way Customer Success Teams operate, which we’ll go deeper into on today’s episode.

In this episode we cover:

00:00 – Byldd – MVP Development Agency Based in New York
01:11 – Intro
02:25 – How Hook Works Customer Success With SaaS companies
05:57 – Understanding Customer Success & Customer Support When Building A Team
08:12 – Key Measurements & Metrics To Pay Attention
12:13 – How Often Should We Be Tracking These Metrics
13:36 – How Do These Metrics Help Prevent Customer Churn
15:08 – Key Actions We Can Take At This Stage
17:55 – Structuring Incentives For Your CS Team
21:37 – Tips On Hiring The Right Person For A CS Role
26:40 – Firaas’ Favorite Activity To Get Into a Flow State
27:54 – Firaas’ Piece of Advice for His 25 Years Old Self
31:00 – Firaas’ Biggest Challenges at Hook
32:14 – Instrumental Resources for Firaas’ Success
35:12 – What Does Success Means for Firaas Today
37:23 – What Is A Ideal Workplace For Firaas
40:09 – Get In Touch With Firaas