Cyber SaaS chaos: strengthening security, efficiency, & customer success in a hyper-connected world

Discover comprehensive strategies for managing the entire SaaS lifecycle with Josh Mullis, VP of InfoSec at Productiv as he joins the CS4Cyber series with Shareth Ben, Chief Customer Officer at Apptega, and Omid Razavi, Founder of Success Labs.

With enterprises managing 342 SaaS applications on average and security teams handling twice as many tools as other departments, learning how to demonstrate value and prevent applications from becoming unused "shelfware" is a must.

Drawing from his experience at Productiv and previous cybersecurity consulting work, Josh shares a framework covering everything from intake to renewal. Learn best practices including setting clear expectations, limiting implementation timeframes, tracking meaningful metrics, and consistently demonstrating ROI to multiple stakeholders.

Key Tips:

• Define Success Upfront: Vendors need to focus on clearly identifying customer challenges, requirements, and target outcomes at the beginning of the relationship to ensure alignment and measurable results. [28:41]
• Implement Effective Onboarding: Create defined "definitions of done" and shared responsibility models to set proper expectations and establish a foundation for long-term success. [20:48]
• Track Meaningful Metrics: Monitor adoption and usage metrics consistently to demonstrate ongoing value and ROI to multiple stakeholders. [05:50]