201 Sethu Meenakshisundaram - Innovation and Adaptation: Evolution in SaaS Management

In this episode of SaaS Fuel, we sit down with Sethu Meenakshisundaram, co-founder of Zluri - a SaaS management and identity governance company born out of the need to tackle hidden SaaS costs that surfaced during the COVID-19 pandemic.

Sethu recounts the inception of Zluri during the COVID-19 pandemic, revealing how the founders identified a critical need for better visibility and control over hidden SaaS costs even for small businesses. Sethu highlights Zluri’s evolution from a cost optimization tool to a proactive platform, addressing the diverse needs of both enterprises and smaller companies. Explore the value of integration, automation, and maintaining up-to-date to ensure scalable and adaptable IT management solutions. Additionally, Sethu shares insights on Managed IT, Shadow IT, and the emerging Shadow AI.

Key Takeaways

00:00 Ensure meaningful customer engagement with authentic SaaS.

03:17 Utilize analytics tools for detailed user insights.

07:06 Embracing problem led to $50,000 saving.

12:16 Different service delivery models for varying sizes.

13:37 Zulary needs integrations, highlights importance of security.

19:46 Complexity of integration improved, faster value delivery.

23:26 Questioning the purpose and value of work.

24:50 Champion Leadership Group scales revenue and outwits competitors.

29:02 Zluri offers exhaustive IT discovery engine.

31:53 Admin roles crucial, over-permissioning poses security risk.

36:52 Expand discovery, control and technology for visibility.

38:27 Architecture supports user access reviews for scaling.

42:16 Be prepared, but do it anyway.

45:39 Investing is complex, understand it thoroughly.

Tweetable Quotes

"Without integration, the platform doesn't work, which means integration is a core story of Slurry." — Sethu 00:17:54

Shadow AI: "People are using a lot of AI application that they don't want their IT to know of. And to use those apps, they are exchanging the company's data as a bottom." — Sethu 00:28:12

"Importance of Access Control in Safeguarding Organizations": "People find it very hard to get access to a job, and sometimes they do not get the right level of access, which means they get over permissioned in an application. And that becomes a critical issue during times when bad actors pop up because they can do a lot of things." — Sethu 00:32:12

But as our vision expands, do we have the technology today to expand along with that? And the answer is yes." — Sethu 00:37:19

"Engagement is one of the most important metrics SaaS leaders can track. Why is that? Well, it's a forward-looking measure of revenue and an early warning system of churn." — Jeff Mains 00:01:01

The importance of tracking authentic SaaS customer engagement: "You've got to go beyond vanity metrics and focus on actions that indicate genuine involvement and significant outcomes." — Jeff Mains 00:02:36

Quote: "Got to implement customer feedback loops. And to do that, we wanna actively seek feedback from users through surveys, through interviews, through in-app prompts." — Jeff Mains 00:04:30

Quote: "Tracking authentic SaaS customer engagement requires focusing on the right metrics, using advanced tools, and incorporating continuous customer feedback." — Jeff Mains 00:05:08

SaaS Leadership Lessons

Embrace the Problem You Love: Sethu’s journey with Zluri began with a genuine passion for solving a significant problem they encountered during the COVID-19 pandemic– hidden SaaS costs. His deep connection to the issue drove the successful pivot from gamifying corporate learning to addressing SaaS management and identity governance. Having a strong affinity for the problem at hand ensures sustained motivation and innovative solutions.
Adapt to Market Needs: Zluri initially targeted larger enterprises but soon discovered that even small companies with as few 15 employees needed their SaaS management solutions. This unexpected market insight prompted Zluri to adapt its service delivery model, for SaaS leaders to remain flexible and responsive to market demands. By listening to customer feedback and adapting accordingly, leaders can expand their market reach and better serve diverse customer segments.
Focus on Integration and Security: Sethu emphasizes the critical role of integration in delivering value for SaaS tools, particularly those handling sensitive data. This focus ensures that Zluri’s platform is both robust and secure, addressing the nuanced needs of different customer segments. Prioritize seamless integration and robust security measures to build trust and deliver exceptional value to their customers.
Transition from Reactive to Proactive Management: A key turning point for Zluri was the shift from being a reactive cost optimization tool to a proactive platform that offers ongoing value in access and provisioning. This evolution was driven by customer feedback and the realization that a proactive approach would provide continuous benefits. SaaS leaders can learn from this by continuously evolving their products to meet long-term customer needs and provide sustained value.
Automate for Scalability: Zluri’s platform automates critical IT processes, such as access reviews and data updates, ensuring scalability and efficiency. Sethu discusses how early architectural decisions facilitated this automation, enabling Zluri to handle complex tasks and scale effectively. Focus on building automation into their systems from the outset to enhance scalability and streamline operations as their customer base grows.