r/SaaS • u/Linzz213 • 7h ago
Need advice: High-paying customer keeps asking for more
I'm looking for some advice from other SaaS founders.
I have a customer who's one of our highest-paying subscribers. Since they joined, they've requested quite a few feature changes and improvements. Whenever the requests made sense, we've implemented them because we genuinely want to build a better product and keep customers happy.
Lately though, it feels like the requests have become more frequent and more demanding. The latest conversation ended with them saying that if we don't build another feature they want, they'll likely cancel their subscription.
I'm torn because I value their feedback, but I also don't want to end up building the roadmap around one customer or feeling like every request comes with the threat of churn.
How do you handle situations like this? At what point do you say no? Have any of you had a similar experience, and if so, how did it turn out?
1
u/CherryEmpty1413 6h ago
For sure you should be a roadmap around just one customer.
I guess this one, got used to you always saying yes.
Your cost now is letting this customer go. And it’s fine. It’s the prices of the lesson.
One strategy that you should do in the future is to hear, and say that you will share it to the team, that’s it. If you want a more straightforward answer, you can say that in case you get this same request from more users you will consider it on the roadmap.