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

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

Sales Hacker

AUGUST 7, 2020

Leadership. Customer Success. Leadership. The Exceptional Leadership Institute for Women. Amazon Web Services (AWS). Head of Sales and Customer Success. Customer Success. Director of Customer Success. VP of Customer Success. Director, Customer Success.

VP of Engineering 121

VP of Engineering Sales Recruiting Sales Hiring Payment Services 121

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 101

Cloud Scale AWS Machine Learning 101

Sales Hacker

MARCH 1, 2019

It’s for all roles in the revenue organization from Demand Gen, to Sales Development, Ops/Enablement, Management, Leadership, Account Executives, and even Customer Success. Now, serving as CEO, he’s built it to over 350 employees and 3,000 customers. Keys to ramping reps faster, in a more repeatable way. Manny Medina.

Scale 58

Scale Engagement Sales AWS 58

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 213

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 213

SaaStr

JUNE 3, 2020

And then I spent a year at Salesforce working on Marc Benioff’s extended leadership team, and really had a chance to learn how important trust can be, and also really learn from Salesforce, from Mark, how do you really build a global SaaS leader at scale? And that company grew very quickly. They can make donations for those charities.

Software Review 196

Software Review Scale Technical Review SaaS 196

SaaStr

OCTOBER 15, 2019

So one place would be in your customer success organization. We were doing more customer support, less customer success. It was less about making sure that customers were happy and individually reaching out to them. So that means retooling your customer success organization. Thanks Allie.

Underperforming Technical Team 174

Underperforming Technical Team Sales Hiring compliance SMB 174

SaaStr

MAY 15, 2020

333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. Finally, before YesWare, she was VP of Sales @ Engine Yard, where she tripled monthly recurring revenue, over the course of her 3+ year tenure, in 3 key leadership roles.

Sales Hiring 208

Sales Hiring Scale Technical Review Outsourcing Services 208

SaaStr

MARCH 22, 2023

Ed Lenta, the SVP and GM of Databricks, had the rare opportunity of scaling three hypergrowth companies — VMware, AWS, and Databricks. Is there a recipe or formula that will predict the success of a pre-growth, high-potential company? Of course, we all know how that turned out.

Scale 232

Scale Scaling AWS Sales Hiring 232

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. 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 350

SaaS Headcount AWS Churn 350

SmartKarrot

MARCH 2, 2023

Top 15 VC Podcasts 2023 [Listed Alphabetically] 100x Entrepreneur 100x Entrepreneur – By Siddhartha Ahluwalia Siddhartha Ahluwalia is a 2x founder, VC & Startup Business Development Manager at Amazon Web Services (AWS). To see how SmartKarrot helps B2B companies streamline and scale customer success, Request a Demo.

Venture Capital 10

Venture Capital Scale Entrepreneurship EKS (Elastic Kubernetes Service) 10

SaaStr

SEPTEMBER 12, 2019

Your sales team becomes more efficient, your customer success team becomes efficient, your customers like you more. When your customers are actually using the product and love the product, it’s such an easier sell. They have a customer success team. For free is the key here, and you invite people.

Investment 101

Investment Underperforming Technical Team Sales Hiring Software Review 101

SaaStr

AUGUST 10, 2023

They had open cores and created enterprise features around it to protect the business model until it got torpedoed by AWS early on. You’ll notice an evolution in how you approach customers, board meetings, and leadership. The absolute importance of putting your customers first. Your customers come first.

Scale 217

Scale Scaling Sales Hiring Cloud 217

SaaStr

SEPTEMBER 10, 2021

In many ways, your Quality of Life will simply be awful. The phase from $2m to $12m ARR … once I had a great VPS, VP Product, VP Marketing, and VP Customer Success … that phase … and man it was hard … and I worked 24×7 … but my “Quality of Life” was so very, very. Do not pass go.

Part-Time VPE 286

Part-Time VPE CTO Hire AWS New CTO 286

ChurnZero

SEPTEMBER 30, 2021

As your Customer Success team grows, it becomes necessary to set up an infrastructure around your data, processes, people, and systems to better enable your team – and that’s where Customer Success Operations comes in. For example, I think of AWS. Being under Customer Success can be powerful.

Customer Success 52

Customer Success Scale Sales Hiring Revenue 52

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. 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 243

Headcount AWS SaaS Churn 243

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 181

Technical Advisors Scale Technical Review Payment Solutions 181

Sales Hacker

OCTOBER 7, 2021

Bringing Sales & Leadership with Heart and Ladies Happy Hour to the sales community. Jen believes everyone should have the opportunity to be seen, heard, valued, and empowered for success. I went through a VP of Sales Program with SaaSy Sales Leadership — the moment I realized I didn’t want to be a VP of Sales.

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130

Sales Hacker

SEPTEMBER 14, 2021

Our private membership connects you with a network of thousands of like-minded peers and resources, where you can tap into leadership opportunities, training, mentoring, and other services made for high-growth leaders like you. We work really closely, we have the sales leadership, Jed Smith is my peer. Amy: Totally.

Sales Recruiting 79

Sales Recruiting Sales Hiring Marketing Underperforming Technical Team 79

Sales Hacker

SEPTEMBER 29, 2020

Vishal Sunak: Thankfully now I have a great sales team filled with great sales leadership. I got the infrastructure, I got the AWS bill, don’t worry about it. RELATED: Key Qualities of great Sales Leadership w/ Dan Fougere. How has been the sales evolution of the go to market motion for LinkSquares? ” Right?

Scale 107

Scale CTO Hire Scaling CTO Coach 107

SaaStr

SEPTEMBER 13, 2020

We’ve all seen AWS and what they’ve done with their platform. Henry Schuck: And when I was thinking about this mistake, I was thinking about: Why was it that I wanted to put all the dollars into sales, and I was much less likely to put it in marketing, or HR, or customer success? It is staggering.

Sales Hiring 176

Sales Hiring Scale Payments Cloud 176

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). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

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). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

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). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

Scale 40

Scale Startup Technical Review Software Review 40

SaaStr

OCTOBER 25, 2019

Why does Liat reject the notion of “hands off leadership?”. How does Liat think Airtable is pushing up against the traditional customer success model? 277: When is the right time to go upmarket and how do you serve small, medium and large customers in the same company. Is there ever a right way to do it?

Sales Hiring 119

Sales Hiring Sales Recruiting Scale Underperforming Technical Team 119

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 213

Scale Sales Hiring Pricing Sales Recruiting 213

SaaStr

MAY 21, 2019

78 times in the AWS … ADABAS was referenced in the Amazon press release and earnings announcement. Now, let’s imagine that this company, over the last few years, heavily invested in customer success and really drove up their net retention by 15 points and let’s say, they’re 125% net retention.

Cloud 173

Cloud Scale Finance Retention 173