What’s it like to be in a company that goes from 13 people to 750 people in 5 years? Why would anyone run a business that loses money on purpose? How do you manage customers who were oversold and are now disappointed in your product? These are some of the question I ask customer success and SaaS veteran Nigel Hammond, co-founder of Foresight, a B2B SaaS application focused on helping SaaS companies deliver on the last mile of customer success. Nigel started in sales and moved to customer success at DealCloud, a financial services software provider. Nigel talks about how having a great product isn’t enough to drive adoption, how enterprise customers want to learn best practices, how he writes effective assessments that uncover customers who’re likely to cancel their subscriptions, and why it's appropriate for him run his business at a loss for now, on this episode of the Fortune’s Path podcast.