“We saw that, you know, about half of the seed companies that we acquired as customers would grow into Series A companies, and a half of those Series A companies would graduate into Series B, and a half of those Series B into Series C, and this would happen at, sort of, twelve-month intervals”
quote is from the automated transcript, cleaned for reading:
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More from Lucas Fox
Insight
Fox: Empathy was the top predictor of success for Brex CS hires
“The one that most correlated to a successful customer success rep or account manager was empathy. So we w we had an interview that the sole purpose of that interview was to measure the degree and the level of empathy that that person had. And we only hired peo…”
Lucas FoxFeb 16, 2023▶ 12:26SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
AssertionNot checkable as stated
Fox: Incomplete onboarding setup was the top churn driver at Brex
“One of the things that we realized was that one of the biggest reasons why customers would churn was because they weren't properly set up on Brex, right? So, you know, they would sign up to Brex, and they would start using the Brex card, and they would deposit…”
Lucas FoxFeb 16, 2023▶ 13:17SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
AssertionNot checkable as stated
Fox: Half of Brex's net new revenue came from existing customers
“When we had that team up and running half of the net new revenue that we would bring to Brex came from net new sales, but the other half came from the existing base.”
Lucas FoxFeb 16, 2023▶ 19:58SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
Insight
Fox: Brex customers using competitor products were most likely to churn
“The customers that were most likely to churn were those customers that were still using other competitor products, right? So they were using other credit cards. They were using other bank accounts. And we realized that when we would speak to these customers, t…”
Lucas FoxFeb 16, 2023▶ 20:56SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
Insight
Fox: Cross-selling and upselling directly increase customer retention
“Upsell and cross-sell is not just, you know, a way to bring more revenue to the company. It's actually a way to improve the customer experience because they're consolidating everything in one place. As a result, the retention goes up. And obviously the revenue…”
Lucas FoxFeb 16, 2023▶ 21:37SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
AssertionNot checkable as stated
Fox: Brex split customer success and upsell roles at 30-40 employees
“Eventually we split out the team when we cross kind of like 30, 40 people. And we had one team of customer success reps that only focused on churn... And whenever an opportunity came to sell a new product or to increase our share of wallet with an existing pro…”
Lucas FoxFeb 16, 2023▶ 26:16SaaStr CRO Confidential: Brex GM of Startups Lucas Fox on Customer Retention and Expansion
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