Who should own Product Led Growth SaaS retention?

Who should own Product Led Growth SaaS retention? 🤔

YOU! 🫵

The answer is you, and everyone in the company

From

- Product Managers

- Customer Success

- Marketing

- Sales

- Engineers & Designers

- CEO

Product Managers

They need to create an

Easy to use

Easy to understand

Fast to value

Onboarding and activation experience

Making sure customers can reach the first activation point 🎯

Get value

And invite their colleagues

Provide discovery of new features

The PMs should be driving retention

Using Product-Led Growth strategies

—

Customer Success Managers

They need to swing in

When the product is not up-to-par

They have to resolve customer issues 🆘

Collect feedback 📝

Build relationships 🤝

Provide resources 📚

They need to scale outreach 📢

By utilizing engagement data for tech touches

—

Marketing Managers

They need to build around

The lifecycle marketing

Ensuring customers are up-to-date on

Company news 📰

Thought leadership content 💡

Communities 👥

Education 🎓

And continue to build brand awareness

Identify champions to get case-studies and reviews ⭐

—

Sales Managers

They need to identify signals 🔍

For upsells and cross-sell opportunities 💰

They should want a large pool of retained customers

To continue to farm from

They need to not oversell on expectations 🎭

And

They need to manage proper hand-off 🤝

As to not jeopardize downstream churn

—

Engineers and Designers 👨‍💻👩‍🎨

They need to resolve bugs 🐛

Simplify UX flow redesign

Promote self-serve design philosophy

Throughout the whole platform 🛠️

—

CEO 👩‍💼

She needs to communicate 🗣️

The importance of retention

And its impact to the larger business 📊

And prepare to allocate

Resources for to preserve

Customer Retention

And strategize NRR growth 📈

Read more about PLG and roadmap

1. How do I convince Product, Design, and Engineering to build PLG features?

2. How do I know we are building the right things for PLG? And what are the success metrics?

3. How to use customer feedback in your PLG product roadmap? 

4. How to communicate product-led growth Roadmap to Stakeholders?

5. How to handle stakeholder requests?

See the comments here: https://www.linkedin.com/pulse/who-owns-retention-product-led-growth-gary-yau-islpe/ 

I write daily*** about my learning on launching and leading PLG. Feel free to subscribe.

I am Gary Yau Chan. 3x Head of Growth. Product Growth specialist. 26x hackathon winner. I write about #PLG and #BuildInPublic. Please follow me on LinkedIn, or read about what you can hire me for on my Notion page.