OpenView Labs

SEPTEMBER 13, 2019

The mission statement of Customer Success is simple: ensure customers realize value from your products or services. A defining characteristic that separates Customer Success from Customer Support is being proactive in delivering that value. Impact on Customer Success teams.

Customer Success 43

Customer Success Revenue AWS Retention 43

SmartKarrot

OCTOBER 17, 2022

Role: Customer Success Director Location: Remote, United States Organization: Vonage As a Customer Success Director, you will maintain a portfolio of accounts with low churn, high adoption, and high health scores. Collaborate cross-functionally to extend the reach and capability of the Customer Success team.

Customer Success 19

Customer Success Scale AWS Cloud 19

CloudGeometry

MARCH 3, 2022

This has consequences both for the cost of onboarding a customer, as well as the cost of maintaining the customer during the discovery period. Think beyond the cloud about what other resources you need to invest in making customers successful with your platform.

Well Architected Framework 130

Well Architected Framework VPCs (Virtual Private Cloud) SaaS Cloud 130

ChurnZero

AUGUST 11, 2020

This is a guest blog post by Anita Toth, Chief Churn Crusher. . Did you know that 60% of SaaS companies reported a negative impact on customer retention and upsell deals due to the pandemic? Customer retention, along with new customer acquisition, has been challenging for most companies when the pandemic hit.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

SmartKarrot

NOVEMBER 18, 2020

Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success. Ensure Smartly.io

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

Totango

MARCH 5, 2019

That is, right after they post on social media about the awful company that sold them a bad, unsupported product. Instead, have best practices for customer escalation management in place and be ready to resolve your customers’ problems fast and effectively. 1: Listen to the Customer.

Management 58

Management Compensation Software Review AWS 58

SaaStr

OCTOBER 31, 2019

It was around that time about 12 years ago that Jeff Bezos launched AWS, and some of you may remember that, when he did this, Wall Street analysts were looking at him and saying, “Why would you take what’s already a very unprofitable business and drive it further into the red by investing in this AWS initiative?”

Cloud 100

Cloud Scale AWS Machine Learning 100

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Organizations are guilty of putting it on the back burner even though it is one of the most crucial factors in success. Maintaining the focus on customer success throughout the mergers and acquisitions process is difficult.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

SaaStr

JUNE 3, 2020

And G2 Gives, we partner with philanthropies, we partner with some of our customers like AWS and Google Cloud, who can then make donations for every review, to thank their customers. And you can see here across the board, companies, SaaS companies are expected increased churn. They can make donations for those charities.

Software Review 180

Software Review Scale Technical Review SaaS 180

OpenView Labs

DECEMBER 13, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). He also discusses the importance of listening to your customers, prioritization of your roadmap, launching a new product within an existing company and much more.

Sales Hiring 52

Sales Hiring Benchmarks AWS Scale 52

SaaStr

MAY 15, 2024

Churn is much higher on consumer subscriptions, but you have higher expansion revenue. If you’re in consumer, how can you go upmarket and get a small cohort of users paying more, churning less, and expanding revenue? B2B is finding more consumers and prosumers paying, and B2C is finding Enterprise and business use cases.

Subscription 265

Subscription Payment Features B2B Mobile 265

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. I mean, literally. We were wrong.

Sales Hiring 205

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 205

SaaStr

OCTOBER 15, 2019

.: When you start selling to companies who are spending $100,000 or a million a year on you, you can’t just ignore their suggestions because if someone who’s paying you a hundred grand, churns going to hurt a lot more than someone who pays you $1,000 if they churn. We were doing more customer support, less customer success.

Underperforming Technical Team 154

Underperforming Technical Team Sales Hiring compliance SMB 154

SaaStr

JUNE 4, 2022

Yes, you now know how to make customers successful and happy now. You have 2,000 customers now. Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. From $100k-$1m in ARR, the hardest part is how slow it is. It seems to take too long to get anywhere. But it is so slow.

SaaS 348

SaaS Headcount AWS Churn 348

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. This Customer Success showdown, which took the form of an Oxford-style debate, was held at BIG RYG, ChurnZero’s annual Customer Success conference.

Scale 98

Scale Customer Success SaaS Payments Sales 98

OPEXEngine

DECEMBER 15, 2020

Churn is the enemy of subscription-based businesses; it measures the rate at which your hard-won customers cancel their subscription to your service. Left unchecked, what seems like a relatively low customer churn rate month-on-month can quickly escalate into a crippling annual churn rate that your business can’t sustain.

Churn 52

Churn SaaS Payments Payment Methods Payment Solutions 52

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & One is your churn. SaaS businesses have churn. Two is the growth of your existing customers. Three is your new customers that’s kind of how we’re gonna structure the rest of the discussion today.

SaaS Payments 237

SaaS Payments Metrics Payment Methods Scale 237

SaaStr

JANUARY 25, 2022

Yes, you now know how to make customers successful and happy now. You have 2,000 customers now. Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. From $100k-$1m in ARR, the hardest part is how slow it is. It seems to take too long to get anywhere. But it is so slow.

Headcount 225

Headcount AWS SaaS Churn 225

User Pilot

APRIL 21, 2023

Product analysis benefits teams from across the organization, including your product , marketing , customer success , and UX design colleagues. To carry out product analysis, you need to track relevant product metrics , like Customer Acquisition Cost (CAC) and retention rate. Their choice depends on your goals. Cohort analysis.

Underperforming Technical Team 98

Underperforming Technical Team SaaS Onboarding Retention 98

SmartKarrot

JANUARY 18, 2021

And to look further, their subcategories are the below ones: Scaling Increase number of customers Diversify products Lower customer acquisition cost Optimize online performance. Customer Lifetime Value Increasing customer retention/reducing customer churn Customer account expansion through upsells/cross-sells.

Customer Lifetime Value 10

Customer Lifetime Value Scale SaaS Acquisition 10

SaaStr

JUNE 1, 2021

You’re trying to acquire customers, and it’s expensive to reach SMBs, because…I don’t know why. It just is, and then when you get them, they churn at a higher rate, and so it’s like the math just doesn’t work. Jason : How do you find that pre churn? We did raise capital along the way.

Part-Time VPE 223

Part-Time VPE Technical Cofounder CTO Hire New CTO 223

OpenView Labs

FEBRUARY 3, 2022

Usage-based pricing (UBP) , also known as consumption-based pricing, allows customers to pay for products according to how much they use. AWS and other infrastructure providers have been using UBP for nearly a decade. Fast growers retain and expand new customers, resulting in net negative churn.

Headcount 73

Headcount SaaS Compensation Acquisition 73

Sales Hacker

AUGUST 18, 2023

As always, you’ll hear real stories/strategies/tactics from real revenue operators spanning: sales, marketing, customer success, operations/enablement, product and hiring. Seth Hammac , Global Partnerships & Alliances @ AWS Ok so what CAN you do to set yourself up for success?

Scale 68

Scale VP of Engineering Sales Hiring Enterprise 68

SaaStr

DECEMBER 13, 2019

Most recently Yousuf was the CIO & VP of Customer Success @ Moveworks, the advanced AI built for enterprise providing automatic resolution of IT issues. Most recently, Yousuf was the CIO and VP of Customer Success at Moveworks, the advanced AI built for enterprise, providing automatic resolution of IT issues.

Technical Advisors 159

Technical Advisors Scale Technical Review Payment Solutions 159

SaaStr

SEPTEMBER 13, 2020

We’ve all seen AWS and what they’ve done with their platform. That’s really analyzing a period back, how much does it cost to acquire a customer? We don’t really know how long it’s going to be before people are back in the field, flying on planes regularly where you can touch and feel your customers.

Sales Hiring 158

Sales Hiring Scale Payments Cloud 158

Sales Hacker

MARCH 10, 2020

Tackle can give you access to the AWS, Azure, and Google Cloud platforms and your end customer can purchase your solution through those marketplaces, which can streamline the entire process and help you skip a bunch of steps. Sam Jacobs: Hey everybody, it’s Sam Jacobs. Welcome to the Sales Hacker Podcast.

Sales Hiring 73

Sales Hiring Scale Marketing AWS 73

OpenView Labs

JUNE 25, 2019

Obviously, this calculation assumes you have a firm grasp on your sales & marketing expenses, MRR by customer, and gross margin (don’t forget, expenses for customer success resources focused on onboarding should be included in your Cost of Goods Sold). If you haven’t already nailed those down, you need to start there.

Scale 40

Scale Development Team Review Software Review Benchmarks 40

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). Now it’s table stakes.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). Now it’s table stakes.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Competition not only increases CAC, but it simultaneously decreases customer lifetime value (ouch!). Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40

SaaStr

JULY 10, 2020

For most, we’re struggling with the opposite, which is really how do you retain and prepare for inevitable churn. So to protect the number of customers, protect long-term ARR and lifetime value. It’s super hard to find new customers, we all know that. So that’s tough, but there was enough COVID beneficiaries.

Scale 187

Scale Sales Hiring Pricing Sales Recruiting 187