SaaStr

AUGUST 19, 2023

Ari Lee Bayme, Managing Director @ Sandfox Advisors See You There!! Ari Lee Bayme, Managing Director @ Sandfox Advisors See You There!!

VP of Engineering 203

VP of Engineering AWS AI Engineering 203

SaaStr

JANUARY 29, 2023

Even If It’s Awful for Series A-E Rounds. SaaStr 628: Revenue Alignment: How to Pull Marketing, Sales, and Customer Success Together with Divvy CRO Sterling Snow  2. Each week, we round up our most popular content so you can catch up on anything you may have missed. A 6 Part Test to Help You Get It Right.

Sales Recruiting 178

Sales Recruiting Scale Sales Hiring AWS 178

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

SaaStr

DECEMBER 27, 2023

Customers range from AWS skills-builder platforms with billions of users to Zoom using it for customers and employees. A Lesson Learned: Stay Close to the Customer Organizations should focus more on customer success no later than 100 paying customers. Customer success is a company’s culture.

Sales Hiring 192

Sales Hiring Scale SMB Outsourced Development 192

Tom Tunguz

MARCH 8, 2020

The customer success team would like help deploying the software to new customers. Your customers may not know that it’s your product under the hood, so while you may gain a bunch of revenue, your brand equity won’t appreciate. Marketplaces: AWS marketplace, Heroku marketplace, Salesforce marketplace.

Scale 349

Scale AWS Consulting Sales Enablement 349

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

SaaStr

NOVEMBER 14, 2023

So, it’s more customer-friendly, but it also has its pros and cons. What’s evolved over the years and is driven by hyper-scalers like Google Azure, AWS, Twilio, and Stripe is the consumption-based model. It’s a very customer-oriented approach — you pay for what you use, and closing a deal is the start of a journey.

Compensation 164

Compensation Sales Azure AWS 164

SaaStr

NOVEMBER 8, 2022

Does it cost so, so much to host a few million lines of code on AWS? Don’t wait to invest in customer success and account management. Mining your existing customers for upsells is the best way to rain cash. So is SaaS cursed? I know this seems counter-intuitive. But break away. Go more enterprise. Get better.

Scale 279

Scale SaaS Banking AWS 279

SaaStr

FEBRUARY 1, 2021

If you don’t think you need a great VP of Sales, Product, Marketing, Customer Success, and Engineering — then all that all that means is you’ve never worked with a great one. Here again, we have the same problems as the Customer Success lead hire, but worse. Or can you compromise?

Sales Hiring 271

Sales Hiring Part-Time VPE Scale Sales Recruiting 271

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 22, 2022

If the architecture specifies tracking of user-level activity, it’s not difficult to slice-and-dice the log data to select for a user parameter (such as with a JWT token ), or using tags to match user/tenant activity to the per unit billing that AWS itemizes in your monthly cloud bill.

DevOps as a Service 130

DevOps as a Service Software Delivery Well Architected Framework AWS 130

SaaStr

APRIL 23, 2021

Still awful. At least you know the vendor is there, but many of your customers will need more than just … a frustrating bot. There are certainly cons to traditional outsourced support vs. highly trained support that works right inside your company. Support only from bots. No live support at all.

Outsourcing Services 165

Outsourcing Services AWS Customer Support Scaling 165

SaaStr

DECEMBER 26, 2022

The role of AWS, Azure, and Google Cloud Marketplace is becoming increasingly important. “45% From the first quarter of 2018 to the last several years, there has been a nearly 8X increase in software helping companies drive existing customer outcomes. Demand is up for software that drives customer time to value .

Software Review 186

Software Review Software Azure Cloud 186

SaaStr

AUGUST 15, 2020

Recently I was catching up with a good friend who used to be CEO of an enterprise-y SaaS social networking company — and the usage and engagement numbers of his business were just awful. Customers bought because they thought their organizations needed this functionality, and so they wrote the checks for Year 1, and even Year 2.

AWS 259

AWS Churn Enterprise Engagement 259

OpenView Labs

FEBRUARY 9, 2021

This is why we’re seeing more and more SaaS companies—Datadog, Twilio, AWS, Snowflake, and Stripe, to name a few—find success with product led growth paired with usage-based pricing. Some folks might have feared that investors would hate usage-based pricing because customers aren’t locked into a subscription.

Scale 98

Scale Pricing Scaling AWS 98

Tom Tunguz

DECEMBER 18, 2019

Look no further than AWS Re:Invent where Amazon announced an entire suite of Machine Learning tools that compete with nearly every player in the ecosystem in every level of the stack. Startups begin to siphon off important but underserved segments of SaaS incumbent's customer bases. Data engineering is the new Customer Success.

Blockchain 183

Blockchain AWS Machine Learning Artificial Intelligence 183

SaaStr

APRIL 21, 2023

But as you get bigger and more well-funded, participate in traditional field marketing strategies because they account for 40% of revenue at scale. You can run your own conference, but third-party events like AWS, Dreamforce, SaaStr, and others allow you to get 40% of your pipe from their ability to draw in the best in the industry.

Outsourcing Services 189

Outsourcing Services Scale Outsourced Development Marketing 189

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

SmartKarrot

JULY 27, 2021

Role: Head of Customer Success Location: San Francisco, CA, US Organization: Turn/River Capital As a Head of Customer Success, you will work with the leadership teams at 2 to 3 of the Turn/River portfolio companies to develop and implement retention and growth strategies and build operational best practices.

Development Team Review 10

Development Team Review Technical Review Customer Success Systems Review 10

User Pilot

FEBRUARY 15, 2024

7 Best Salesforce email integrations you didn’t know you needed Salesforce offers several 3rd party email integrations that enable marketing, sales, and customer success teams to streamline their processes, fix leaks in the funnels, and boost customer engagement. Here are a few that we find particularly valuable.

Cloud 101

Cloud Engagement AWS Data 101

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

ChurnZero

JUNE 24, 2022

The webinar’s Q&A session uncovered great tips and insights, including advice on whether SaaS businesses should implement price increases due to inflation, if Customer Success should be considered an OPEX or a COGS, and how much of the total operating budget CS should account for. I mean AWS or whatever might be going up too.

Benchmarks 98

Benchmarks Retention Software Review Technical Review 98

ChurnZero

AUGUST 11, 2020

Just like in the first wave, your customers’ lives will be turned upside down once the next wave hits. As customers struggle to adjust and manage, they’ll want to know their troubles are being heard by the businesses they interact with. Customer Success teams are in a unique position to listen to their customers’ challenges.

Retention 97

Retention Strategy Underperforming Technical Team Software Review 97

Intercom, Inc.

FEBRUARY 13, 2020

And if you think about AWS, if you think about the rise of cloud data warehousing, that is a big technology change and a big game changer for a lot of companies. We’ve had many cases where someone automates a few things at a company, someone else notices say, “Oh my gosh, can you help me over in my customer success team?”

Scale 181

Scale Marketing AWS Machine Learning 181

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

Tom Tunguz

NOVEMBER 17, 2014

Resource expansion: entice the customer to store more data or use more of your service (ex. AWS S3, EMR, etc). And of course, in many cases, the customer success team is responsible for this type of expansion. New Relic, Twilio, Heroku). Cross-sell: sell adjacent products that increases the value of the core product (ex.

Churn 124

Churn AWS Startup Revenue 124

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

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 57

Management Compensation Software Review AWS 57

OPEXEngine

JANUARY 11, 2022

Additionally, it is a flexible model that allows customers to buy only what they need (i.e., There are many vendor benefits, too — it is easier to sell and it embodies a customer success solution orientation that drives high customer lifetime value and revenue. CRM, CPQ, SPM, Customer Success, etc.),

Pricing 52

Pricing Payment Solutions Outsourced Development Compensation 52

The Angel VC

FEBRUARY 20, 2016

Ten years ago, there was nobody who SaaS founders could ask in order to learn how to do, for example, inbound marketing, low-touch sales or customer success. Many of the tactics that everybody is using today hadn’t been invented yet. In the last ten years the playbook has been written and subsequently published.

Scale 192

Scale Scaling SaaS AWS 192

Intercom, Inc.

DECEMBER 31, 2019

The wave of SaaS companies that built themselves on the likes of AWS and Azure have reinforced the pre-eminence of cloud computing. And that changes a lot: how we think about marketing, how we think about what our product is and how we think about what customer success actually is…This shift moves us from brand promiscuity to brand loyalty.”.

Payment Solutions 259

Payment Solutions Payment Methods Software SaaS Payments 259

Sales Hacker

MARCH 29, 2021

As a result, more products are being discovered and sold through online marketplaces, like the Salesforce AppExchange and the AWS Marketplace. Ensuring partnerships, sales, product, engineering, and customer success teams have the information they need when they need it. Moving data securely between a company and its partners.

Payments 100

Payments SaaS Payments Payment Solutions Payment Services 100

ChurnZero

JUNE 24, 2022

The webinar’s Q&A session uncovered great tips and insights, including advice on whether SaaS businesses should implement price increases due to inflation, if Customer Success should be considered an OPEX or a COGS, and how much of the total operating budget CS should account for. I mean AWS or whatever might be going up too.

Benchmarks 52

Benchmarks Retention Software Review Technical Review 52

OpenView Labs

JUNE 16, 2021

Success stories. Kyle Poyar spoke with Mohammed Coovadia, VP of Customer Success and Sales, about what sparked the transition, how Cypress explored different pricing options, and what led them to a final decision. Chargify takes a closer look at the success of Digital Ocean, AWS, Mailgun, MessageBird, and Wordstream.

Pricing 64

Pricing Scale Forecasting AWS 64

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. The customers love her, right?

Sales Hiring 204

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 204

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

Sales Hacker

AUGUST 7, 2020

Customer Success. Amazon Web Services (AWS). Head of Sales and Customer Success. Customer Success. Director of Customer Success. VP of Customer Success. Director, Customer Success. Director, Account Management & Customer Success. Leadership.

VP of Engineering 121

VP of Engineering Sales Recruiting Sales Hiring Payment Services 121