Alasdair Mason is the Customer Champion at Balsamiq. He has been developing his passion for great service in a number of fields for over 2 decades. Whether it’s mobile computing, winter sports, video hosting or wireframing the one common factor is providing exceptional support.

As a resident of beautiful South Lake Tahoe, California he embraces the remote-work lifestyle and, when away from his desk, he loves to golf in the summer and snowboard in the winter.

Valerie Liberty is the Head Chef at Balsamiq, but she also handles sales and free inquiries in the Wow! Division. She’s their first US employee, and has been helping customers try to rid the world of bad software since the 90s, even before she and Peldi, worked together at Macromedia. Balsamiq may be a flat organization, but she still answers to one manager, 18-year old rescue mutt, Cooper.

During this episode we cover:

  • 00:00 – WA.Team Convert Messages to Happy Costumers
  • 00:54 – Intro
  • 02:57 – Balsamiq’s Way of Customer Support
  • 04:35 – Love What You’re Doing
  • 05:47 – The Goldencircle of Balsamiq’s Freemail
  • 12:18 – The Importance of Longevity
  • 17:28 – Building & Implementing Longevity
  • 23:11 – Alasdair’s Favorite Pet at Balsamiq Team
  • 24:14 – Alasdair’s Favorite Lake Tahoe Summer Activity
  • 25:09 – Cooper and Nala’s Favorite Balsamiq Recipe
  • 26:20 – Who’s The One That Hates The Most Going to The Vet?
  • 27:16 – Favorite Hobby That Gets Them Into A Flow State
  • 31:09 – Career Path & Professional Development Tips
  • 35:09 – What Motivates Them to Keep Working Hard
  • 37:16 – What They Love Most About Working at Balsamiq


Sunir Shah’s SaaS District Episode

Get in touch with Alasdair & Valerie:

Valerie’s Twitter

Alasdair’s Twitter

Tag Us & Follow:

More About Akeel:


Inside Balsamiq: The Importance of Building Longevity in Your SaaS Business with Alasdair Mason & Valerie Liberty # 157

Alasdair Mason is the Customer Champion at Balsamiq. He has been developing his passion for great service in a number of fields for over 2 decades. […]

Inside Balsamiq: Education as a “Feature” of Your SaaS Product with Leon Barnard # 156

Leon Barnard is a Designer, Writer, and Educator at Balsamiq. He uses his 10+ years of experience as a UX designer to teach user interface design […]

Inside Balsamiq: How To Run Better Sales, Tech Support and Documentation with Brendan Saricks & Liz Green # 155

Brendan has worked in customer facing roles for his entire professional career. As a founding member of Balsamiq’s Tech Support team, and the Support team Co-Lead, […]

Inside Balsamiq: How To Resist “Feature Creep” + Better Project Management and Prioritization with Peldi Guilizzoni # 154

Peldi Guilizzoni is the Founder and CEO of Balsamiq, a fully bootstrapped company focused on wireframing UI/UX. After studying  Computer Science in Italy he moved to […]

How to Automate Your Lead Generation On LinkedIn: Bootstrapping to $6M ARR in 18 months With Stefan Smulders # 153

Stefan Smulders is a SaaS Entrepreneur, Forbes Business Council and Father of a 5-year-old son. He’s the Co-founder of Expandi, a cold outreach automation tool that […]

Simple Ways Building Community Can Impact Your SaaS Startup with Cherish Santoshi # 152 [ Startups ]

Cherish Santoshi is a Founding Member and Head of Community at SAWO Labs, an API authentication service. He is specialized in strategy and management and is […]

Reducing Churn and Increase Retention of your SaaS Using Personalized Gifts with Kris Rudeegraap # 151

Kris Rudeegraap is the co-founder and CEO of Sendoso, a leading Sending Platform that helps companies stand out by promoting new ways to communicate with consumers […]

How Better UI/UX Design Practices Can Benefit Your SaaS with Pek Pongpaet # 150

Pek Pongpaet is an award winning designer with over 16 years of industry experience. He’s a Podcast host, entrepreneur, actor and the CEO and Principal UX […]

Why Is it So Difficult To Sell Your SaaS Through Agency Partners with Sunir Shah # 149

Sunir Shah is a marketer, developer and startup guy. He’s the founder of AppBind, a SaaS subscriptions management tool for resellers and agencies. AppBind lets you […]

SaaS Growth Strategies, Trends and Building a Profitable Real Estate Portfolio with Perry Zheng # 148

Perry Zheng is the founder and CEO of Cash Flow Portal, real estate syndication software, and a real investor portal founded in April 2020.  Before starting […]

Bootstrapping from $0 to $10M ARR: A Personalized Sales Automation SaaS with Guillaume Moubeche # 147

Guillaume is an entrepreneur, co-founder and CEO at Lemlist, one of the coolest sales automation platforms on the market right now. Guillaume and his team bootstrapped […]

Top SMB SaaS Player in LATAM on How to Gain Visibility and Control over your SaaS with Matt Cole #146

Matt Cole is the CEO of SUMA+ SaaS, a leading provider of financial management SaaS for small businesses in Latin America. Matt’s passionate about empowering entrepreneurs, […]