Giglio: SaaS companies should orchestrate post-sale experiences better than pre-sale acquisition
Rob Giglio · AI and the Bottom Line, How Canva Turns Freemium into Conversions with Canva's CCO · Jul 10, 2025 · at 23:28
Rob Giglio, Chief Customer Officer at Canva, discusses SaaS go-to-market priorities and customer lifecycle strategy with John Gleeson.
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“That orchestration actually is better served in the post-sale environment. Like we should be better in the post-sale orchestration of customer experiences than we are in the front side, because most of us, if we're in a SaaS business, we have an install base and there's no way that the new customer acquisition in any given quarter is going to dwarf the current install base, all the values in the install base.”
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