SmartKarrot

NOVEMBER 18, 2020

Drive customer success outcomes by focusing on improving an already high retention rate, with less than 5% churn per year. Improve platform and services adoption rate and minimize customer and revenue churn. Collaborate as part of the global customer success leadership team to align and solve bottlenecks in a scalable way.

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

SaaStr

JANUARY 28, 2020

And I remember being at that Dreamforce in 2009, which was awful. The SMBs during the recession churned at a massive rate, right? Our monthly self-service churn went from like 3% to like 9%, right? And churn got higher than the SMEs, but we all came out of this recession saying, “We kept all of our logos.”

Sales Hiring 211

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 211

Intercom, Inc.

OCTOBER 1, 2020

But you need to make sure that you’re aligned with the sales leadership. If you look back over the years, we’ve developed around pulling in feedback from customers, pulling in feedback from prospective customers, things like surveys, NPS, churn, “What happened there? This will really matter long-term.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

Intercom, Inc.

OCTOBER 1, 2020

But you need to make sure that you’re aligned with the sales leadership. If you look back over the years, we’ve developed around pulling in feedback from customers, pulling in feedback from prospective customers, things like surveys, NPS, churn, “What happened there? This will really matter long-term.

VP of Engineering 165

VP of Engineering Sales Hiring Underperforming Technical Team Engineering 165

SaaStr

JUNE 4, 2022

Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. Yes, you now know how to make customers successful and happy now. But it is so slow. You have 2,000 customers now. But at $10/mo, that’s still just $20,000 a month. From $1m-$10m in ARR, the hardest part is you don’t have enough people or patience.

SaaS 350

SaaS Headcount AWS Churn 350

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. They gave a presentation to their boss.

Underperforming Technical Team 167

Underperforming Technical Team Sales Hiring compliance SMB 167

SaaStr

JANUARY 25, 2022

Enough to pay some salaries and AWS bills, but it’s not that much. And human churn. Yes, you now know how to make customers successful and happy now. But it is so slow. You have 2,000 customers now. But at $10/mo, that’s still just $20,000 a month. From $1m-$10m in ARR, the hardest part is you don’t have enough people or patience.

Headcount 237

Headcount AWS SaaS Churn 237

SmartKarrot

JUNE 30, 2022

Do not modify anything if the churn is not alarmingly high and no urgent adjustments are required. However, the core business can swiftly deteriorate if the leadership team permits itself to become sidetracked. It is crucial to start by getting to know your new customer success team.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

Sylvia Ng

FEBRUARY 17, 2016

Work across the stack: mostly Python/Flask, PostgreSQL, JavaScript (React/JQuery/Backbone) and working with AWS. Meet performance goals through user acquisition, improving conversion rate and reducing churn rate. Be a key decision maker and work very closely with leadership. JOB REQUIREMENTS – BUILD. Share your learnings.

Engineering 74

Engineering Growth Hacking Scale Social Media 74

SaaStr

APRIL 24, 2020

How does John think about the role of leadership in a crisis such as this? Where does John believe many leadership teams go wrong in times such as this? How can leadership teams ensure that a crisis is not self-fulfilling and how can one prevent that mindset? You’ve got executive people who want thought leadership.

Scale 219

Scale Leadership Strategy Technology 219

SaaStr

DECEMBER 13, 2019

And what that has resulted in is that you have CIOs and their leadership teams are basically involved in architecting systems across the company and what those basically mean. And does it fundamentally prevent churn? Prevent churn or add ARR. Harry Stebbings: What are you expecting from AWS this year?

Technical Advisors 170

Technical Advisors Scale Technical Review Payment Solutions 170

SaaStr

SEPTEMBER 13, 2020

We’ve all seen AWS and what they’ve done with their platform. If you divide that by the gross margin, how many customers you get into Period Four, you can start to figure out against your churn, how many months, gross margin effected, does it take for you to turn that newly acquired customer into a profitable customer?

Sales Hiring 167

Sales Hiring Scale Payments Cloud 167

ProfitWell

SEPTEMBER 25, 2019

One of the most famous lines from Citizen Kane is, “It's no trick to make an awful lot of money, if that's all you want is to do is make a lot of money.” Your method of approach to advertising and marketing: Are you content-marketing oriented, hoping to establish your market presence with elite thought leadership and crack SEO?

Payments 40

Payments Revenue Payment Methods SaaS Payments 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). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. 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). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. 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). We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40

SaaStr

MARCH 31, 2024

” “I hated Katie at that company meeting, it was awful.” Katie Burke: I mean it’s really hard, and the reality is it needs to be someone that your leadership team respects, listens to, and responds to. But employee churn in the Bay area is epic. As a KPI from this, do you try to drive down employee churn?

Part-Time CTO 274

Part-Time CTO CTO Hire CTO Coach CTO 274

SaaStr

JULY 10, 2020

I’ve held a bunch of technology leadership roles in startups, in rocket ships and turnarounds, including about 10 years at Google, and just over three years leading efforts at Evernote. So over the course of those 20 or so odd years in technology leadership roles. Thank you, Jason and the SaaStr community, for including me.

Scale 203

Scale Sales Hiring Pricing Sales Recruiting 203