You Mon Tsang

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You Mon Tsang and the Trouble With a Happy Ending

Signing the customer was supposed to be the happy ending. For ChurnZero co-founder You Mon Tsang, it became the beginning of a question that has occupied his working life: what happens next?

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Legend

Founder · Executive · Operator

You Mon Tsang is the founder and CEO of ChurnZero, the Washington, DC customer success platform he started in 2015 to fix a blind spot he hit as a software CMO: companies knew everything about prospects and almost nothing about the customers they already had. A four-time software founder with prior exits at Biz360, Engine140, and Milktruck, Tsang has turned a single metric - net revenue retention - into a rallying cry for subscription businesses, arguing that product-market fit is not the ability to sell customers but the ability to keep them.

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