Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. In 2005, I was very lucky to join a company called Salesforce, which had just IPO’d.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

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.” businesses braced for a recession that some economists had forecasted but never materialized. 2023 customer success budgets Economic context: U.S.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” This non-headcount approach is a technique for understanding how SaaS companies are investing in the needs of their customer success teams.

Customer Success 52

Customer Success Headcount Benchmarks Leadership 52

Buffer Resources

APRIL 22, 2024

A solopreneur is any business driven exclusively by one person. Modern solopreneurs commonly run their businesses, at least in some part, through the Internet. Unlike traditional startup founders who seek to grow headcount and scale a product, solopreneurs often are the product. The number one most common theme that I see?

Social Media 93

Social Media Scale Growth Hacking Headcount 93

BetterCloud

JUNE 22, 2023

For making the business case to your CFO, there’s some fundamental questions you should be prepared to answer. For example, during the roaring 2021/2022 IT investment boom, IT has more latitude to invest without the strong involvement of finance leadership. Especially financial leadership. Now, those days are gone.

Operational efficiency. 52

Operational efficiency. Business Finance Technical Review 52

Intercom, Inc.

JUNE 1, 2021

As brick-and-mortar businesses closed worldwide, companies and customers alike had to pivot to digital-first ways of doing business. Delivering an exceptional customer experience is business-critical – and that means that there’s no going back to the outdated, inefficient customer support channels of old. Sound familiar?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The company plans on doubling its headcount in 2022. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

Intercom, Inc.

APRIL 20, 2021

By guiding the operational, strategic, and technical support processes in place, a customer support operations function can help to reduce the strain on your support managers, empower your support reps to work more efficiently, and deliver insights that help you to provide an excellent customer experience in the most effective way for your business.

Scale 156

Scale Customer Support Scaling Headcount 156

Sales Hacker

DECEMBER 9, 2022

Consider new territory rules that reflect changes in the market (and your business). Do your current territory definitions still suit the needs of your business or do new structures or rules need to be considered? The bottom line is, your quota methodology needs to align with your business objectives. And the stakes are high.

Scale 97

Scale Headcount Sales Forecasting 97

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. Q: Many CEOs acknowledge that Customer Success teams are important for business growth, yet they still push back on their budget. This is something that I’m doing with fractional headcount allocation.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

Valuize Consulting

MAY 4, 2022

While the benefits of a Scale strategy may be immediately clear to your CS organization, it’s another matter entirely to convey the importance and urgency of this strategy to Senior Leadership and obtain their enthusiastic support. Identify Your North Star Metric. Evaluate Your Current Coverage Model. Complete A CSM Attribution Analysis.

Scale 52

Scale Customer Success Scaling Strategy 52

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” That’s because benchmarks need to fit the business model and require context in order to be applied in a relevant way.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. Selling leadership on the concept of Customer Success. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

SaaStr

JANUARY 2, 2021

You’ve gotten 50, 100, whatever # of businesses to pay you $1,000,000 a year. Your sales headcount. The most important thing is not to chase the shiny penny, assuming you are growing at least 60% Year-over-Year. You’ve done the Impossible. There are 10,000 new apps out there. It’s “impossible” to get to $1m. You did it.

Sales Hiring 294

Sales Hiring Headcount Pricing Market Segmentation 294

Sales Hacker

JULY 31, 2023

How to set up your Book of Business in LinkedIn Sales Navigator First things first. You need to set up your Book of Business (BoB), and you do that in your Sales Nav Home page by choosing what account list you want to consider your BoB. Your Book of Business is now set up! This presents a highly valuable opportunity to you.

Scale 52

Scale Sales Hiring Sales Headcount 52

OPEXEngine

OCTOBER 4, 2022

During times of uncertainty, executive leadership teams make more conservative financial decisions in order to prepare for and/or prevent any major difficulties for the companies that they lead. Do you need to make tough decisions about team headcount? But it’s the closest thing to an operating plan for the current leadership vision.

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

SaaStr

JANUARY 21, 2022

Their offerings have expanded over the years from personal use to Grammarly Business, Grammarly for Non-Profits, and the recently launched Grammarly for Developers. Build the baseline by checking leadership assumptions. Like when Grammarly scaled, they expanded from a consumer business. Go-to market mechanisms don’t translate.

Scale 197

Scale SMB Enterprise Sales Hiring 197

Sales Hacker

MARCH 12, 2020

Add to that the dramatic pace of business, and it can be very difficult to put the right people in place. Business Moves at the Speed of Light. Is it a lack of leadership? The pace of business only continues to increase, and every day a role goes unfilled, your quotas harder to hit. Is it unrealistic sales quotas?

Sales Hiring 76

Sales Hiring Sales Recruiting Compensation Underperforming Technical Team 76

Intercom, Inc.

OCTOBER 26, 2021

Many leads’ first meaningful interaction with your business will be a conversation with a salesperson – you have to carefully consider what kind of experience you want that to be, and who will be delivering it. Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The company plans on doubling its headcount in 2022. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

Andreessen Horowitz

FEBRUARY 13, 2024

VDRs don’t just support external financing campaigns, but can also serve as valuable tools for pharma-facing business development deals in growing biotech companies. Here, we’re sharing an actionable guide for biotech leadership teams as they start the process of building or renovating their own data room.

Development Team Review 128

Development Team Review Technical Review Finance Systems Review 128

SaaStr

MARCH 7, 2023

Using these real numbers from real companies, they have a solid insight into the long-term health of businesses. Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. Of the companies analyzed, 86% missed their original incremental topline plan.

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

Kellblog

NOVEMBER 2, 2021

Say you’re a $40M SaaS business growing at 40%. Every startup has an operating plan that is used to set targets for the company and manage the cash runway. I think plan-relative performance gets top billing because it ultimately measures whether you are in control of your business. If no, get in control of your business.

Benchmarks 121

Benchmarks Scale Headcount Startup 121

ChurnZero

JANUARY 25, 2024

With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry. We don’t see that changing in 2024, even as headcount starts to normalize. How are customer success leadership roles and skillsets evolving in 2024?

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Sales Hacker

MARCH 1, 2024

This might look like: Community events Campaigns and activations Newsletters Podcasts Thought leadership and other blog content Establish your brand as a valuable, trusted resource that aligns with your product, and encourages your community to follow along by subscribing directly to your content channels.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. ” But how will customer success teams fare under the pressure? This all begins in 2024.”

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Totango

JUNE 28, 2022

And the best way to do that is through communication, so it’s important that you promote open channels of communication with your customers to solidify your relevancy for their business and to drive efficient growth. Be Proactive About Customer Health . NPS or CSAT) and outstanding support tickets. .

Scale 73

Scale Headcount Systems Review Communication 73

CustomerSuccessBox

DECEMBER 3, 2021

You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. These directly impact the overall business growth rate. Rather it is a function that drives business performance. Customer Success Manager headcount and performance. Key takeaways.

Customer Success 52

Customer Success Data Technical Review Headcount 52

SaaStr

OCTOBER 17, 2023

Are they willing to trust me with more of their business? Headcount maybe goes from 2 or 4 to 10. The feature adoption book of business for Customer Success is about everyone using the product now. It’s a lagging indicator, so let’s look at the question that formula is aiming to answer. Will they renew?) Will they expand?)

Scale 164

Scale Sales Hiring Customer Success Scaling 164

Tom Tunguz

MAY 14, 2014

Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. Constrained by headcount budgets and burn requirements, startup leadership teams often must choose between hiring an additional sales person or investing in a customer success person, for example.

Customer Success 100

Customer Success Startup Headcount Compensation 100

SaaStr

OCTOBER 11, 2023

Because nobody went on Google and searched “flexible software to manage my business.” There wasn’t a “business person,” like many startups have. They were in the real world with real businesses serving regular people. If you focus on cash efficiency, you can make your business super efficient and scale faster as a team.

Scale 164

Scale Sales Hiring Scaling Banking 164

SaaStr

AUGUST 13, 2021

Explain how — if the stars align — there’s a clear path to a $100m+ business. You need a baked financial model, that includes sales and marketing costs, scaling over time, headcount, and comparison to comps, and when you’ll need the next round(s). A Clear Path to $100m+ in ARR. Maybe even $1B in ARR. With comps.

Scale 281

Scale Sales Hiring Venture Capital Headcount 281

ChurnZero

MAY 1, 2020

In an economic slowdown, justifying new business purchases and projects is harder than ever. There’s still a dire need to keep pursuing your key initiatives (albeit revised), especially for Customer Success teams who play the most influential role in retaining business—the highest priority of every company for the foreseeable future.

Business 53

Business Headcount Customer Success Leadership 53

Intercom, Inc.

MAY 13, 2021

Enterprise customers have specific demands, and you need to evolve your business to meet them in order to drive customer adoption, manage deep partnerships, and mitigate the risks along the way. Leveraging customer insights across your business. Since then, you’ve spent over 12 years in post-sales leadership.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

OpenView Labs

JULY 1, 2020

An earlier article discussed the business issues that many companies encountered in responding to Phase I. They apply not just to technical skills but to the specialized skills required to manage IT finances, projects, vendors and business partners as well. Are we focused on business outcomes and not just operational metrics?

Underperforming Technical Team 86

Underperforming Technical Team Headcount Compensation Leadership 86

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. It has a compounding effect - the more good decisions a business makes, the better the results will be. He is famed for saying, “In business I look for economic castles protected by unbreachable moats.”

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

CustomerSuccessBox

DECEMBER 14, 2021

If you’re starting out, set up the CS team as a profit center (a profit-making business that brings back revenues more than it costs). Operate the CS team as a business, and think ‘out of the box. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business).

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52