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

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 York01:11 - Intro02:25 - How Hook Works Customer Success With SaaS companies05:57 - Understanding Customer Success & Customer Support When Building A Team08:12 - Key Measurements & Metrics To Pay Attention12:13 - How Often Should We Be Tracking These Metrics13:36 - How Do These Metrics Help Prevent Customer Churn15:08 - Key Actions We Can Take At This Stage17:55 - Structuring Incentives For Your CS Team21:37 - Tips On Hiring The Right Person For A CS Role26:40 - Firaas’ Favorite Activity To Get Into a Flow State27:54 - Firaas’ Piece of Advice for His 25 Years Old Self31:00 - Firaas’ Biggest Challenges at Hook32:14 - Instrumental Resources for Firaas’ Success35:12 - What Does Success Means for Firaas Today37:23 - What Is A Ideal Workplace For Firaas40:09 - Get In Touch With FiraasGet In Touch With Firaas:Firaas Rashid LinkedInHook Metrics ReportMentions:TK KaderTag Us & Follow:FacebookLinkedInInstagramMore About Akeel:Twitter LinkedIn Saas PodcastSaaS ConsultingHow to Value a SaaS Company