SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. But the truth was, the campaign was performing above the benchmark, but it was a new area for them. But as you expand and start productizing everything in your journey, it’s easy to get under the assumption that more headcount equals better performance.

Scale 206

Scale SMB Enterprise Sales Hiring 206

ChurnZero

OCTOBER 15, 2021

So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”. The existence of this benchmark shows how far CS has come, but there’s still further to go. Why NRR benchmarks are dangerous.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Finish the feature.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

SaaStr

FEBRUARY 14, 2024

You Mon Tsang, CEO and co-founder of ChurnZero, Colleen O’Sullivan, VP of Integrated Customer Experience at Hubspot, and Jason Lemkin, SaaStr founder and CEO, give their take on where the customer success industry is headed and shares data from the Customer Success Leadership Study done by ChurnZero at the close of 2023.

Customer Success 230

Customer Success Sales Hiring Scale AI 230

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good?

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

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. 5/ 2022 Customer Success leadership study. Is your headcount staying flat next year? 4/ Got self-doubt?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. You’ll likely need to combine this with a top-down benchmark that your company might be using to estimate the number of CSMs needed. A typical one is $X million per CSM.

Customer Success 97

Customer Success Headcount Finance Leadership 97

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. You’ll likely need to combine this with a top-down benchmark that your company might be using to estimate the number of CSMs needed. A typical one is $X million per CSM.

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 97

Strategy Sales Customer Lifetime Value Retention 97

Sales Hacker

APRIL 29, 2021

The size of your company and the volume of content you must produce each quarter will determine the headcount needed on your team. With so many stakeholders involved in the content supply chain , you need a central person to manage communication among leadership and strategists, writers, end-users, enablement, and analysts.

Scale 103

Scale Sales Hiring Sales Headcount 103

OpenView Labs

SEPTEMBER 3, 2020

Amazon, for instance, has 14 leadership principles , but the company has revisited and revised them multiple times over the years to ensure they’re still relevant. As headcount increases and expansion takes you to different geographical regions and around the globe, there are a lot of details you need to account for and manage.

Scale 98

Scale Scaling Underperforming Technical Team Company Culture 98

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. Your marketing should start to mimic a B2C business.

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. Your marketing should start to mimic a B2C business.

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. Your marketing should start to mimic a B2C business.

Scale 40

Scale Startup Technical Review Software Review 40