OPEXEngine

SEPTEMBER 9, 2021

In working with hundreds and hundreds of SaaS CFOs over the past 15 years, I’ve noticed that effective and strategic CFOs incorporate accurate benchmarking into the daily business of the company and especially into the budgeting and planning process. . Use Benchmarks At the Start of the Budgeting Process.

Benchmarks 52

Benchmarks Sales Hiring Headcount Customer Lifetime Value 52

ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. With limited headcount, companies are focused on filling their most critical roles.

Trends 52

Trends Customer Success Headcount Scale 52

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. ChurnZero refers to that portion of the budget as the “non-headcount budget.” We’ve conducted an annual survey of customer success leaders for four consecutive years. of revenue. of revenue. of revenue.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

SmartKarrot

NOVEMBER 17, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.

Customer Success 19

Customer Success Development Team Review Systems Review Headcount 19

Kellblog

NOVEMBER 23, 2022

The next block focuses on headcount: Total employees, at end of period. Customer success managers (CSMs) = the number of account managers in customer success. Customer success managers (CSMs) = the number of account managers in customer success. Slide 2: The P&L and Related Metrics.

Technical Review 116

Technical Review Software Review Forecasting Churn 116

SaaStr

JANUARY 21, 2022

But the truth was, the campaign was performing above the benchmark, but it was a new area for them. There’s a lot of fear when you’re moving from a digital-led Consumer business to a business with multiple digital channels, sales channels, customer success channels, etc. . Expand the culture and broaden diversity.

Scale 202

Scale SMB Enterprise Sales Hiring 202

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 239

Customer Success Sales Hiring Scale AI 239

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. The post Facing economic challenges in Customer Success?

Customer Success 97

Customer Success Headcount Finance Leadership 97

OpenView Labs

JUNE 10, 2019

Furthermore, it gives advice on how you can strive to be a good coach for your product team and also covers the skills needed to set your team up for success – skills that define great CEOs, too. The Key To Happier Customers? Customer Success And Product Management Alignment. Team Alignment. Podcasts.

Management 55

Management SaaS Scale Sales Recruiting 55

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. The post Facing economic challenges in Customer Success?

Customer Success 59

Customer Success Headcount Finance Leadership 59

Totango

MAY 7, 2024

That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. Bringing Sales and CS together to drive expansion revenue means that you’re doubling the headcount working on expansion—which, in the new era of customer-led growth , is exactly where your attention and time should be going.

Strategy 88

Strategy Sales Customer Lifetime Value Retention 88

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 1/ How to transition customers to a new CSM.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

InsightSquared

MAY 25, 2021

Ever wish you had sales forecasting benchmarks to assess how your own organization stacks up? . Introducing the Ultimate Forecasting Benchmarks: The 2021 State of Sales Forecasting. We launched this first-of-its kind forecasting research report in partnership with RevOps Squared , a SaaS benchmark and research firm.

Forecasting 62

Forecasting Benchmarks Sales Headcount 62

Totango

NOVEMBER 5, 2019

You can track an entire segment over a month, for example, and reveal the percentage of your customers that are daily, frequent, occasional, or inactive users. By measuring the results against benchmarked goals, you can identify accounts in need of support or those ready for expansion. The Benefits of a Customer Success Platform.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64

Totango

APRIL 14, 2020

Customer segmentation is a way of grouping customers who have specific things in common. This lets you provide those customers with a more personalized experience. All customer success efforts are based on the pursuit of additional and unexpected product value that leads to mutually beneficial growth for you and your customer.

B2B 71

B2B Scale Marketplace as a Service Sales Hiring 71

ChurnZero

MARCH 22, 2019

This was just one of the takeaways from our well-attended webinar this week on- Understanding the Real Impact of Improving Retention and Customer Success Best Practices. We also had You Mon Tsang, CEO and Founder of ChurnZero share tried and true ways to improve customer retention. So here, it’s really all about new sales.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. 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

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. 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

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. 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

Kellblog

JANUARY 2, 2024

Customer retention came into sharp focus in 2023 and with it a new, balanced view relying on both NRR and GRR as key retention metrics. As I said last year , “while this bodes well for the customer success (CS) discipline, it does not automatically bode well for the customer success department.” Hook ) will help.

AI Search 109

AI Search Technical Review Technical Advisors ChatGPT 109