User Pilot

JANUARY 17, 2024

Scaling SaaS is not for the faint of heart. If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Ready to get started with your scaling strategy?

Scale 92

Scale Scaling SaaS Underperforming Technical Team 92

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 73

Customer Success Retention Software Review Customer Lifetime Value 73

SaaStr

FEBRUARY 10, 2021

Question @jasonlk @saastr to @ericsyuan @zoom_us why the #ads and billboards & the effect of brand on #sales cycle? The best advice I can give you is, understand that once you have a Mini-Brand, it will get better. A Mini-Brand isn’t a real brand in the sense everyone has heard of it, like Salesforce or Google.

Branding 290

Branding Scale Innovation Enterprise 290

SaaStr

SEPTEMBER 29, 2023

Making customers successful One point to remember is the difference in maturity curves on different products. Marketing It’s hard to evolve your brand and your story to customers. It took Lattice a long time after launching new products to get customers to know they had those new products.

Scale 235

Scale Scaling Startup Sales Hiring 235

SaaStr

FEBRUARY 15, 2023

Lightspeed Partner, Anoushka Vaswani, is joined by Raj Sarkar, CMO at 1Password, Kim Walsh, SVP, Sales, Partnerships and Customer Success at Apollo.io, and Chris De Vylder, CRO at Sentry, to pass along key lessons from their growth journey. To do that, define what success means for you and your customers.

Scale 194

Scale Sales Hiring CTO Hire Scaling 194

SaaStr

OCTOBER 13, 2020

On December 8-9, 20,000+ of the best revenue leaders from marketing, sales, customer success and product will come together to share their best practices at SaaStr Scale. . With the demand for these sessions, we’re now hosting three session tracks on Tuesday, December 8th – Marketing, Sales, and Product / Customer Success.

Scale 192

Scale Engagement Scaling Sales Hiring 192

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 94

Customer Success Generative AI AI Scale 94

SaaStr

FEBRUARY 8, 2021

You really can get from $10m to $100m in ARR with a high degree of certainty with a great CEO, happy customers, and at least decent growth. It won’t feel like it, but you’ll look back at this stage (~$10m ARR) and see it’s where everything came together from a brand, community, retention, etc. perspective. Be paranoid here.

Scaling 253

Scaling SaaS Churn Metrics 253

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Scale 98

Scale Customer Success Scaling Sales Hiring 98

SaaStr

JANUARY 5, 2022

What you want in SaaS are big accounts that grow over time and remain loyal to your product and your brand—companies that see your value in their continued success. Those customers will always renew at higher rates because they can see what the partnership brings to them.

Scale 265

Scale Scaling Sales Hiring Software Review 265

SaaStr

NOVEMBER 25, 2022

Scale-ups are exciting. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready technology and the right partners. On top of considerable dedication, creating a scale-up requires a functional edge—a unique and unreplicable capability compared to the players in the industry.

Scale 227

Scale Scaling Marketplace as a Service Entrepreneurship 227

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success.

Customer Success 165

Customer Success Machine Learning Artificial Intelligence Customer Support 165

Totango

OCTOBER 25, 2022

Your customer success team structure forms the organizational backbone supporting your CS strategy. A well-designed structure can help you streamline your operations for greater efficiency to deliver your customers better results. We’ll share four essential keys to structuring a customer success team.

Customer Success 93

Customer Success Scale Churn Onboarding 93

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 91

B2B Customer Success Technical Review B2C 91

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

Customer Success 87

Customer Success Systems Review Software Review Compensation 87

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand.

Customer Success 86

Customer Success Systems Review Software Review Compensation 86

Tom Tunguz

FEBRUARY 7, 2018

Then the team returns focus to hiring, evolving the product, and closing customers. However, continuing this way isn’t the path to huge scale. Customer meetings, product releases, investor pitches. A new VP of customer success. To have built a brand. Eventually the team hews the right product.

Scale 228

Scale Scaling Sales Recruiting Startup 228

Totango

JUNE 24, 2022

Customer success in SaaS differs from CS in other industries. The software service industry presents unique challenges for customer success management while also creating unique opportunities that call for specific strategies. Read on to learn the keys to effective customer success for SaaS clients.

Customer Success 102

Customer Success SaaS Technical Review B2C 102

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 91

Customer Success Strategy Customer Lifetime Value SaaS 91

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. Churn Reduction.

Customer Success 123

Customer Success Sales Recruiting Compensation Scale 123

SaaStr

SEPTEMBER 8, 2020

Check out the session here: Algolia also summarized their Top 5 take-aways here , and below: Most SaaS founders start out the same way— armed with ample expertise of the technical details that go into a product and with limited experience of other aspects of scaling, such as sales. On finding product-market fit in the early stages.

Scale 234

Scale Sales Hiring Technical Advisors Scaling 234

SaaStr

JANUARY 21, 2022

You might feel confused about where to begin, how to scale up, which mistakes you should avoid, and things you should consider before expanding. Now, let’s look at ten learnings that Dorian gathered while scaling Grammarly from a Consumer to an Enterprise brand with B2B offerings. Redefine your guiding principles.

Scale 210

Scale SMB Enterprise Sales Hiring 210

SaaStr

JULY 15, 2022

Jason recently opened up an AMA on Twitter Spaces to answer questions about scaling from $1M to $10M. We did a good AMA on this scaling at SaaStr Europa in Barcelona, a couple weeks back. That will scale, and then take those emails after four great pieces of content and do a weekly webinar and do a weekly get-together for them.

Scale 244

Scale Outsourcing Services Sales Hiring VP of Engineering 244

Totango

DECEMBER 15, 2020

Customer success is the key to building strong customer relationships. When your brand helps your customers succeed at their goals, they want to continue your relationship. Customer success nurtures the positive experiences of your brand, promoting repeat business and retention.

Customer Success 111

Customer Success Payments Payment Methods Payment Solutions 111

SaaStr

NOVEMBER 9, 2023

Hiring a “VP” of Sales before you have 2 scaled reps and a repeating process. And, most importantly, infinitely stronger brands. Maybe OK for customer success. Hiring a brand marketing firm. Customer Success: Hiring anyone in mid-market or enterprise CS that doesn’t go visit customers in person.

Sales Hiring 238

Sales Hiring Scale Startup Marketing 238

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” How will customer success teams evolve and adapt to meet those expectations, and what challenges will they encounter? .”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS.

Customer Success 98

Customer Success Scale Sales Hiring Leadership 98

SaaStr

FEBRUARY 19, 2019

And besides blind luck, there’s only one way to meaningfully improve your retention rate: improving your customers’ outcomes and experiences. The Customer Success Paradox. Aligning internal (company-side) milestones to external (customer-side) lifecycle events. Onboarding/training customers.

Customer Success 142

Customer Success Payment Solutions SaaS Payments Scale 142

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

SaaStr

NOVEMBER 25, 2023

A great VP of Sales to keep the engine scaling A great VP of Marketing to keep the leads coming in A great VP of Customer Success to make all those hard won customers happy After $5m-$6m in ARR or so, it’s really hard to scale without a strong VP heading most core functions. You have to be patient.

Scale 265

Scale Sales Hiring Banking Engineering 265

ChurnZero

FEBRUARY 1, 2022

Acquiring and keeping new customers is obviously at the core of running any successful business, and one thing about it is certain: for customers to keep using your product, they have to like it. When you pursue product-led growth from a Customer Success angle, you’re even more likely to build up that customer loyalty.

Customer Success 98

Customer Success Scale Strategy Retention 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

VP of Engineering 98

VP of Engineering Customer Success Scale Onboarding 98

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

Education 98

Education Customer Success Customer Lifetime Value Onboarding 98

Totango

JUNE 8, 2021

The other thing you want to consider is the look and feel of the brand element. All customer marketing should have a similar look and feel. How much of the automation and messaging is driven and iterated by Customer Success vs. Marketing? They meet weekly to talk about how things are going, look at responses and results.

Scale 117

Scale Scaling Technical Review Systems Review 117