ChurnZero

AUGUST 23, 2019

ChurnZero Leads G2’s Summer 2019 Momentum Report for Customer Success Software. The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year.

Software Review 56

Software Review Customer Success Software Venture Capital 56

OpenView Labs

MARCH 10, 2019

Happy customers stick around and recommend your company to their friends. This is what makes customer success such an important part of any SaaS company’s success, and it’s especially critical for companies that employ a product led approach to growth. But how do organizations make customer success work at scale?

Scale 69

Scale Customer Success Scaling Sales Hiring 69

SaaStr

OCTOBER 18, 2019

With precise headcount and budget needs. How many Customer Success Managers. Third, build a real marketing / customer acquisition / demand gen budget for next year — and figure out how to start it in Q4 … and how to fund it. Fourth, get the customer success team in place for Q1+ now as well.

Sales Hiring 189

Sales Hiring Scale Headcount Revenue 189

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value.

Customer Lifetime Value 98

Customer Lifetime Value Scale Headcount Churn 98

Sales Hacker

MARCH 1, 2024

Crafting value for a persona In addition to launching AudiencePlus, Founder & CEO Anthony Kennada was also the founding CMO of Gainsight, credited as creating the category of customer success in SaaS. Notable M&A: Totango and Catalyst are merging to build a customer success powerhouse.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

OPEXEngine

DECEMBER 13, 2022

Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC). For SaaSco, this may mean comparing their sales headcount to other enterprises IT vendors selling a similar average contract value. Companies at a similar stage of growth and maturity.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

Kellblog

NOVEMBER 23, 2022

The next block focuses on headcount: Total employees, at end of period. Customer success managers (CSMs) = the number of account managers in customer success. Customer success managers (CSMs) = the number of account managers in customer success. Slide 2: The P&L and Related Metrics.

Technical Review 117

Technical Review Software Review Forecasting Churn 117

OpenView Labs

FEBRUARY 10, 2020

Sales now accounts for about 7% of the company’s headcount–a similar share of their workforce as marketing or product management. We call them enterprise advocates and it’s something that we began to grow about four years ago, with a focus on really complex large customers.”. The rest of their headcount only grew by 31%.

Sales Hiring 57

Sales Hiring Scale Headcount Sales 57

ChurnZero

NOVEMBER 1, 2019

ChurnZero Leads G2’s Fall 2019 Momentum Report for Customer Success Software. The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. About ChurnZero.

Venture Capital 40

Venture Capital Software Review Technical Review Headcount 40

Sixteen Ventures

APRIL 26, 2023

When a CS org is focused primarily on customer retention (vs. revenue retention), contraction either goes unnoticed or – upper case OR – that drive for customer retention leads to contraction (discounts, downsells, etc. to “save” the customer).

Headcount 43

Headcount Churn Retention Metrics 43

ProfitWell

DECEMBER 6, 2019

That’s what David Apple—customer success and sales guru at Notion— is asking. Along with: What’s the ROI of your customer success manager? But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Sales Hacker

JUNE 16, 2022

Even if you don’t control the headcount and even if layoffs come later, help them find a new role. First, ask yourself: Are your customer success, and rev ops, sales and marketing teams all aligned and working toward the same goals? Optimize revenue from existing customers. Make them feel safe. Jamal Reimer.

Scale 91

Scale Sales Hiring Sales Headcount 91

SmartKarrot

FEBRUARY 19, 2021

This holds true even for building an effective business case for customer success. Let’s look at them individually in the context of customer success. If your company has not yet started its customer success program, there would definitely be a lot of opportunities to optimize your revenues.

Outsourcing Services 10

Outsourcing Services Customer Success Technical Review Business 10

Intercom, Inc.

JULY 28, 2022

Those line charts showing fast-rising user acquisition or explosive ARR have been synonymous with the industry over the past decade. Liam: What makes a successful salesperson? Sanj: Great salespeople are almost obsessive about finding the right outcomes for their customers. What are the traits?

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Sales Hacker

JANUARY 29, 2018

Traditional Sales Organizations – Growth of headcount in sales was structured around revenue per individual contributor (IC). CASE IN POINT: Acquisition needs: To grow revenue annually, SDRs need to find business for AEs who attain clients , commitment and help them on-board to the point they can use the service.

Sales Recruiting 74

Sales Recruiting Scale Sales Hiring Sales 74

Sales Hacker

FEBRUARY 19, 2020

It’s your secret to finding the diamonds in the rough when you need more qualified leads, without increasing headcount. Even if you did, it would spike lead acquisition costs and strangle the productivity of your sales team. Gather data from Customer Success, Sales Enablement, and even the C-Suite. Probably not.

Sales 97

Sales Underperforming Technical Team Systems Review Headcount 97

OpenView Labs

FEBRUARY 3, 2022

As investors, we keep a close eye on customer acquisition cost (CAC) payback. This metric represents how long it takes, in months, to pay off the costs of acquiring a given customer on a gross margin basis. We use it as an indicator that a company has the right fundamentals in place to effectively ramp up customer acquisition.

Headcount 73

Headcount SaaS Compensation Acquisition 73

Sales Hacker

FEBRUARY 23, 2024

Their revenue, demand, and headcount planning helps GTM teams drive exceptional growth in any market condition. If you’re struggling with inaccurate data from clunky database tools, try Wiza for free today and see why 300,000+ sales, marketing, and recruiting professionals trust it in their daily prospecting.

Banking 89

Banking Scale Sales Recruiting Sales Hiring 89

Hitenism

JANUARY 16, 2017

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. A customer service team (customer success). Reduce sales ramp time by 30-50% via sales enablement.

Scale 147

Scale Venture Capital SaaS Headcount 147

Intercom, Inc.

AUGUST 29, 2019

When I started, they had a big growth plan as far as headcount, but they were a little bit looser on processes and cadences and things like that framework I was talking about. So again, we got aggressive headcount to see the growth, and we put together a plan where we can actually see maybe even a little bit more growth with the same people.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

Chart Mogul

MARCH 10, 2023

But in reality, many PLG success stories leverage traditional inside sales motions alongside self-service to speed up customer acquisition. But in reality, many PLG success stories leverage traditional inside sales motions alongside self-service to speed up customer acquisition. Product-led sales?

VP of Engineering 52

VP of Engineering Sales Hiring Sales Compensation 52

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. How to structure and compensate a Customer Success team. How to develop a customer health score and key customer events to track.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61

SaaStr

JUNE 16, 2020

Companies were very focused on customer success, retaining existing customers just checking in, seeing how customers were doing, assessing the health of the business, assessing the health of their own employees, really focusing on upsell, closing existing deals, and not as much focusing on top of the funnel.

Sales Hiring 166

Sales Hiring Scale SaaS Payments Payment Services 166

OpenView Labs

MAY 20, 2019

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). In fact, the cost of acquiring a customer has gone up by 65% in the past five years, according to a ProfitWell survey of 800 companies. They aren’t alone.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). In fact, the cost of acquiring a customer has gone up by 65% in the past five years, according to a ProfitWell survey of 800 companies. They aren’t alone.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

Those on the front lines know that more competition means greater saturation of traditional marketing and sales channels, increasing customer acquisition costs (CAC). In fact, the cost of acquiring a customer has gone up by 65% in the past five years, according to a ProfitWell survey of 800 companies. They aren’t alone.

Scale 40

Scale Startup Technical Review Software Review 40

Kellblog

JANUARY 2, 2024

PE software acquisitions were at roughly pre-pandemic levels in the first three quarters of 2023, though still well below 2021 and 2022 highs. Customer retention came into sharp focus in 2023 and with it a new, balanced view relying on both NRR and GRR as key retention metrics. Blowing up customer success to save money is myopic.

AI Search 109

AI Search Technical Review Technical Advisors ChatGPT 109