First customer success platform to fuse predictive analytics and business intelligence to help B2B SaaS companies maximize customer lifetime value.
MOUNTAIN VIEW, CA — February 11, 2016 — Natero today announced public availability of the first customer success platform to merge machine learning for predicting behavior and big data analytics for deep customer insights into a single product.
The Silicon Valley based software company, which has raised $3.3 million to date from Merus Capital, Salesforce Ventures, Y Combinator and Andreesen Horowitz Seed, is focused on improving customer success within Software-as-a-Service (SaaS) organizations.
Customer success is an emerging function that ensures SaaS customers receive continuous value and remain loyal users. Using Natero, SaaS vendors significantly increase customer retention and identify accounts that are ripe for expansion.
"Existing customer success solutions are based solely on intuition and best-guesses rather than data science and business intelligence," said Craig Soules, Natero Founder and CEO. "As a result, companies are missing out on critical opportunities to retain and expand within their existing accounts."
Natero has combined multiple technologies to create the industry's most advanced customer success platform to date. Natero's combination of predictive analytics and business rules enables Customer Success Managers (CSMs) to proactively manage their accounts, while its integrated business intelligence tools provide deep understanding of customer health and strategic insights that help SaaS vendors improve their products and processes.
Natero is the only customer success solution to offer true predictive alerting using machine learning. By continuously evaluating hundreds of usage and business metrics, Natero learns which risk factors and expansion opportunities exist and can engage CSMs at just the right time.
The result is higher retention rates and increased upsell.
"Our goal is to retain and nurture our clients to ensure they continue to find value in our products," said Alan Schaffer, Director of Client Success at Blue Sky Broadcast, a leading provider of SaaS based learning technologies.
"Natero shines by pulling in different types of data sets and applying powerful algorithms to give us deeper customer insight and valuable metrics. In turn, this helps us not only reduce churn but allows us to uncover feature opportunities our clients may not be utilizing."
Underlying all of this is Natero's powerful data engine – a system that captures granular usage data directly from a SaaS vendor's own product and integrates it with all of the key systems where customer data is already stored, such as CRM, support and billing software. Combined with an intuitive reporting interface, Natero allows customer success teams to quickly discover what features delight, compare successful and struggling customers, or test any number of assumptions with ease.
"SaaS companies have massive amounts of data about their customers. The trick is to aggregate and mine this data to uncover actionable insights — without the need to involve IT or engineering teams every time," said Garth Goodson, Founder and CTO.