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Guest: Cliff Simon, CEO & Founder of Polaris Ops

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AI may be everywhere in SaaS right now, but most go-to-market teams still are not ready to operationalize it.

In this episode of SaaS Backwards, Ken Lempit talks with Cliff Simon, CEO and founder of Polaris Ops, about what it really takes to make AI useful inside revenue operations. Cliff explains why pressure from boards, CEOs, and private equity firms is pushing companies to adopt AI faster than their systems can support it.

They dig into the real blockers to AI readiness, including poor CRM hygiene, undocumented business processes, disconnected data, and weak visibility into the customer lifecycle. Cliff also shares how leading teams are measuring AI impact through time saved, operational leverage, and even revenue contribution from RevOps.

The conversation also explores agentic AI in SaaS go-to-market, from lead routing and TAM analysis to signal detection and workflow automation. Along the way, Cliff highlights the security risks, vendor dependencies, and build-versus-buy decisions SaaS leaders need to think through before moving too fast.

Key takeaways:

• Most SaaS GTM teams are being told to use AI before they have the operational foundation to support it
• AI readiness starts with clean data, documented workflows, and clear success metrics
• RevOps teams can become revenue contributors when AI is applied strategically
• Agentic AI can improve routing, targeting, and automation, but only with human oversight
• SaaS leaders need to weigh speed, security, and long-term ownership before deploying AI tools

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Guest: You Mon Tsang, Co-Founder & CEO of ChurnZero

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In this episode of SaaS Backwards, Ken Lempit talks with ChurnZero co-founder and CEO You Mon Tsang about why retention and expansion are becoming core drivers of SaaS growth, not just post-sale activities. As investors put more weight on metrics like NRR and GRR, founders need to rethink how they build and scale their companies.

They discuss why customer success should be designed into the product and operating model from the beginning, and why too many companies still underinvest in their existing customer base.

The conversation also explores how AI is reshaping customer teams—removing low-value work while making teams more strategic—and why trust, proof of ROI, and customer context are critical in a crowded SaaS market.

Key takeaways

• Retention is now a primary driver of SaaS growth.
• Customer success needs to be built in early, not added later.
• AI is most valuable when it enhances human decision-making.
• Strong customer context leads to better outcomes and expansion.
• Trust and proof matter more than ever in the AI era.

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Guest: Sai Dhanak, CEO & Co-Founder of Deduction

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AI is changing SaaS, but this episode argues the bigger opportunity may be owning the service outcome, not just selling the software.

In this episode of SaaS Backwards, Sai Dhanak, CEO and co-founder of Deduction, explains why he chose not to build software for accountants and instead built an AI-powered tax firm. He shares why selling SaaS into a shrinking market can be the wrong bet, how Deduction combines AI with licensed CPAs, and why outcome-based models may be more durable in certain verticals. It’s a sharp conversation on AI, vertical SaaS, pricing, and where real defensibility may come from next.

Key takeaways:

• Selling SaaS into a shrinking market can be the wrong strategy
• AI creates new opportunities to own the service outcome directly
• Outcome-based pricing requires operational control, not just a pricing change

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