Retention has been interpreted differently for boards and investors over the past year. In this episode of SaaS Conversations, Katherine Zhang sits down with Ellie Wu, founder of CSuiteCX, to explore how and why retention has shifted from a tactical customer success issue to a board-level credibility signal shaped by leadership judgment, timing, and capital risk at moments of scrutiny.

This is not a discussion about churn reduction tactics or metric optimization. Instead, the conversation focuses on the patterns leaders and investors are seeing as we head into 2026, including how customer friction builds quietly, why confidence in the growth story often erodes before revenue declines, and what boards are really assessingwhen they scrutinize retention.

Ellie shares insights drawn from patterns she sees repeatedly across hundreds of venture-backed and private equity-backed SaaS companies, explaining why dashboards can stay green while risk accumulates, why CFO involvement is often an early warning signal, and what strong leadership judgment looks like under pressure.

For leaders who want to go deeper, Ellie has published an executive brief titled Retention as Capital Credibility that captures many of the patterns discussed in this episode and explains why confidence can erode before performance does. You can find it here: https://www.csuitecx.com/retention-capital-credibility