SaaStr 111: How To Build & Scale A Customer Success Team & Why You Must Hire Full Stack Engineers with Dan Burkhart, Founder & CEO @ Recurly

SaaStr 111: How To Build & Scale A Customer Success Team & Why You Must Hire Full Stack Engineers with Dan Burkhart, Founder & CEO @ Recurly

Dan Burkhart is the Founder & CEO @ Recurly, the startup powering much of the subscription success, trusted by the likes of Twitch, CBS Interactive and Hubspot just to name a few. They have raised over $20m in VC funding from leading investors including Greycroft, Freestyle, Harrison Metal and more. As for Dan, his background spans 14 years with the likes of eBay and NBC Internet in the marketing, business development and strategic partnership realm.

In Today's Episode You Will Learn:

  • How did Dan make his way into the world of SaaS and come to found Recurly?
  • How does Dan perceive a good CAC/LTV ratio? Does he agree with the hallowed 3:1 often cited by founders and investors?
  • How does Dan manage and measure customer churn? How does he approach regrettable and non-regrettable customer churn?
  • What is the post-mortem analysis of customer churn? How does Dan insert an element of accountability without creating a sense of churn?

If you would like to find out more about the show and the guests presented, you can follow us on Twitter here:

Jason Lemkin

Harry Stebbings

SaaStr

Dan Burkhart

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SaaStr 879: Stripe's CRO of AI on The New AI GTM Playbook

SaaStr 879: Stripe's CRO of AI on The New AI GTM Playbook

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SaaStr 878: We Doubled Revenue with Agents. Here's Exactly How. (The Agents #014)

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SaaStr 876: Shipping Enterprise AI Agents with the CPOs of Rubrik, Glean, and Harvey

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SaaStr 876: Shipping Enterprise AI Agents with the CPOs of Rubrik, Glean, and Harvey Building AI agents is one thing. Shipping them to enterprise customers who will hold you responsible for every mis...

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SaaStr 875: Who Owns Your Data Now? Agents vs. System of Record, ServiceTitan vs. Podium, Headless Salesforce, and Agentic Renewals on The Agents #013

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SaaStr 874: From 0% to 83% AI-First Customers in 2 Years. How Owner's CEO Rebuilt a $100M Vertical SaaS Company

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What does it actually take to rebuild a $100M vertical SaaS company around AI - not just add AI features, but make AI the core of how your customers run their business? Adam Guild, CEO of Owner, share...

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SaaStr 873: Agents Are Your New Power Users: How Klaviyo CEO Andrew Bialecki Is Remaking a $1.4B Business for the Agent Era

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Before AI, Klaviyo had an insight that changed e-commerce marketing forever: don't show merchants how many emails they sent, show them how much money those emails made. That single shift helped Klaviy...

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A year ago, running our agents took 30 minutes a day. This week: eight hours. Here's what changed - and why it's both thrilling and terrifying. In this episode, Amelia and Jason break down the week...

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