SaaStr

JULY 8, 2022

Half of Gorgias’ almost 10,000 SMB customers come from partners. The Things Nobody Tells You About An $8B Acquisition with Ryan Smith from Qualtrics. #21. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. #29. A niche session, but a strong one. Here’s how they do it. #5.

VP of Engineering 238

VP of Engineering Scale Outbound Sales Team SMB 238

SaaStr

FEBRUARY 9, 2024

They had been building toward an SMB audience, so hiring 50 people in sales against a product that wasn’t ready for a specific audience would’ve been a mistake. They had two salespeople and one customer success person. What are the most important things about this acquisition strategy that make it successful?

Scale 263

Scale Sales Hiring Sales Marketing 263

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You would use euros instead or pounds in the UK.

Customer Success 98

Customer Success Metrics SaaS Banking 98

SaaStr

DECEMBER 29, 2019

Nothing is more painful than losing a big customer. But if you are thinking in terms of Decade Long Relationships … put sales and even customer success back on lost customers. I ask almost every public and unicorn CEO at the SaaStr Annual how much time they spend with customers. Even post-acquisition.

Scale 348

Scale Churn Construction SMB 348

SaaStr

JANUARY 24, 2024

In the beginning, it was solopreneurs and small SMBs coming through the funnel. At Calendly, they had to hire a completely different profile in sales, customer success, and marketing— the composition of the team and the tools that the team will need will change as you create an enterprise-focused motion. The result?

Scale 230

Scale Sales Hiring Scaling Revenue 230

SaaStr

JANUARY 7, 2021

Zendesk’s Sharon Prosser, VP Worldwide SMB Sales & XDR, and Astha Malik, VP GTM Strategy, Planning, and Enablement share some guiding principles about how their company has grown and enriched many markets. The X-Factors. This means asking questions like: Are you going to expand geographically or target an industry segment?

Scale 196

Scale Scaling Sales Hiring SMB 196

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

Sales Hacker

APRIL 15, 2019

He also gives us a framework for how to move upmarket, and the requirements for taking a company from the SMB space all the way to the enterprise. Strategies for moving upmarket, and how to transition from SMB to enterprise. And what tools and methodologies you need to make that successful. What You’ll Learn.

SMB 58

SMB Enterprise Scale VP of Engineering 58

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

Sales Hacker

OCTOBER 15, 2018

Through its acquisition by Symantec, he was Vice President at Veritas Software and Symantec Corporation. What young founders should know about customer success. Why customer success & account management aren’t the same. How to identify moments of truth on your customer success journey.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

FastSpring

SEPTEMBER 2, 2020

It’s called Lifetime Value (LTV), and it’ll tell you how much a customer will spend during their time with your business. Depending on what calculation you use, LTV can paint an honest picture of whether your customers are spending and staying long enough to cover acquisition costs and hopefully—make you a profit.

Scale 135

Scale Payment Methods Payments SaaS Payments 135

SaaStr

MARCH 7, 2021

Cash was tight and I didn’t know any great VPs of Biz Dev, so between myself and my VPs of Sales, Product and Customer Success, we all jointly managed our key partners. Field vs. mid-market vs SMB early. In a recurring revenue model, post-sale customer marketing is just as important as pre-sale prospect marketing.

Part-Time VPE 267

Part-Time VPE Sales Recruiting Sales Hiring Scale 267

Sales Hacker

FEBRUARY 2, 2021

SMB Sales vs Enterprise Sales Process. This model is relatively popular for companies dealing with low-cost products associated with low customer acquisition cost. The customer is involved in a majority of the decision-making processes and uses the product at their leisure. Research your ideal customer! Self Sales.

Scale 95

Scale Enterprise Marketing Sales 95

SaaStr

MARCH 20, 2020

How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? * How does Rachel think about the importance of getting in front of your customers? There are costs to delivering books to customers.

SMB 179

SMB Scale Startup Marketplace as a Service 179

Tom Tunguz

NOVEMBER 24, 2014

Once the AE has closed the customer, how many Customer Success (CS) managers are required to keep customers happy and how many Upsell reps must be staffed to generate negative churn ? Each startup’s fundamental unit will vary in its particular ratios.

Scale 100

Scale Sales Hiring SaaS SMB 100

Sales Hacker

AUGUST 7, 2020

Customer Success. Senior Vice President, Sales SMB. Sales Manager, SMB New Business Acquisition. VP, SMB Essentials Sales. Head of Sales and Customer Success. Head of Sales – SMB New Business Acquisition. Leadership. Sales Development. Sales Growth. Sales Enablement.

VP of Engineering 121

VP of Engineering Sales Recruiting Sales Hiring Payment Services 121

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

User Pilot

AUGUST 6, 2023

TL;DR Creating an omnichannel experience comes down to ensuring consistency and integration across all channels that customers use to engage with your business. A consistent omnichannel customer experience can improve satisfaction , build loyalty , drive acquisition, increase retention , boost LTV, and help you make data-driven decisions.

Investment 97

Investment Banking Social Media Customer Lifetime Value 97

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

SaaStr

DECEMBER 7, 2022

Secrets to SMB at Scale with Hubspot CEO Yamini Rangan and Jason Lemkin, Founder & CEO at SaaStr. Managing a Thin Balance Sheet: 4 lessons Learned From a 2 Billion Acquisition (and How to Play Offense) with Laika Founder Eva Pittas and CFO, Dicken Chaplin. 9:00-10:00 AM PT. 10:00-11:00 AM PT.

Scale 36

Scale VP of Engineering Scaling SMB 36

Sales Hacker

MARCH 18, 2019

How to build both SMB and Enterprise-grade CS teams and what tools to use to empower them. The importance of the discomfort of customer feedback. We have Roger Scott, the EVP and chief customer officer at New Relic. Growing the Customer Base. And so my happiness, my success is dependent on your happiness and success.

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. Another example is creating a health score based on tiered implementation: SMB onboarding versus Enterprise onboarding.

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

OPEXEngine

NOVEMBER 17, 2020

Customer Acquisition Cost (CAC). This KPI should tell you how much it costs (usually in sales and marketing expenses) to acquire a new customer account. Each of the components of the CAC calculation— expenses to acquire new customers divided by new customers —must align with the goal. Take CAC, for example.

Systems Review 52

Systems Review Technical Review Payment Features Scale 52

SaaStr

AUGUST 9, 2019

How does Vikas see the space play out in the coming years when it comes to acquisitions? When should one look to hire their first customer success reps? You’ve seen SalesForce with a number of significant acquisitions in the last 12 months, as an example. Does this not lead to a consolidatory environment?

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

Sales Hacker

MAY 15, 2018

How to align Sales, Customer Success, Marketing, and Demand Gen. Properly understanding Customer Acquisition Cost and its relationship to LTV. 3) Managing Customer Success as a marketing leader [3:25]. As the CMO, Andrea is responsible for marketing, customer success, and business operations at Signpost.

Scale 65

Scale Sales Hiring Marketing Sales 65

CustomerSuccessBox

MAY 25, 2021

For SaaS companies selling into Small and Medium Enterprises (SMB) Anything over 90% is a good NRR whereas, for Enterprise SaaS, 125% is considered a good NRR. The GRR measures your ability to retain customers over a period of time. Your highest churn comes from the lower tier plan customers or on quarterly contracts.

Retention 52

Retention Metrics Outsourced Development SMB 52

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. We’ve had a hard time with the businesses that sell into the SMB. Q&A Recap.

SaaS Payments 72

SaaS Payments Retention Metrics Payment Solutions 72

SmartKarrot

OCTOBER 27, 2020

Customer success is a relatively new function in businesses today. To stay intact with a plan and progress in a foolproof way, a customer success roadmap can help. There are many areas you need to look into while implementing customer success in your organization. Benefits of customer success roadmap.

Customer Success 10

Customer Success Scale Traceability Sales Hiring 10

SaaStr

OCTOBER 3, 2023

Finding product market fit Moving from SMB to Enterprise or vice versa Achieving Enterprise repeatability Strategic expansion Borland has experienced all four stages at three different companies and knows what teams and functions look like for each stage of growth. Is it acquisition, expansion, or retention?

Enterprise 230

Enterprise B2B Scale SMB 230

Sales Hacker

OCTOBER 30, 2018

She has 20 years of experience in sales leadership and the talent acquisition industry. She helps SMB companies drive growth by incorporating the newest research and best practices to enable business owners to bring about sustainable change that leads to growth. Emmanuelle Skala – SVP of Customer Success at Toast.

Sales Recruiting 111

Sales Recruiting VP of Engineering Scale Sales Hiring 111

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

OpenView Labs

JULY 25, 2019

This is a concern for many of the CEOs and heads of sales I speak with, whether it’s enterprise software companies moving into SMB markets or companies with low-ticket, high-volume sales models. ProfitWell’s research points to B2B CAC costs rising steadily over the past five years. Final Thoughts.

Scale 42

Scale Sales Hiring B2B SMB 42

Sales Hacker

JANUARY 29, 2018

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. CSM: Customer Success Manager – Achieves recurring use of the service. This high- velocity creates a “manufacturing line” approach.

Sales Recruiting 74

Sales Recruiting Scale Sales Hiring Sales 74

Aaron Beashel

MAY 5, 2014

I wanted to present this framework for thinking about customer acquisition and retention in the hope it will give some context to all the different marketing channels and initiatives that are available to you and help you prioritise and execute the right ones at the right time. Model 2: Touchless Acquisition + Bottom Up Sales.

Engineering 100

Engineering Scale SaaS Acquisition 100

SmartKarrot

JULY 25, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Nearpod As a Director of Customer Success, you will successfully lead, manage, and mentor School Team Managers who lead Customer Success Managers. Maximize renewal rates and recurring revenue; ensure customer growth.

Customer Success 3

Customer Success AI SMB Forecasting 3

Intercom, Inc.

JUNE 23, 2022

What does the state of software buying from SMB to enterprise look like now? Even using something like Intercom, you might have a whole wide range of people from marketing to IT, to sales, to customer success involved in this. We’re now halfway through 2022. So why is it happening faster? And it does in a couple of ways.

Software Review 118

Software Review Trends Software Marketplace as a Service 118