CustomerSuccessBox

JUNE 20, 2022

Now that you’ve chosen to read this article, I suppose you are already aware of the weightage that the Customer Success function holds for your SaaS business. And when it comes to delivering the right customer success function to your clients you are as good as the tool you use. What is a Customer Success Software?

Artificial Intelligence 52

Artificial Intelligence Customer Success Software Payment Features 52

ChurnZero

FEBRUARY 8, 2023

February 8, 2023 — ChurnZero, the platform and partner for Customer Success, has earned the G2 2023 Best Software Awards for Fastest Growing Product and Best Product Management Product, based on customer reviews submitted to G2. Washington, D.C.,

Software Review 98

Software Review Software Customer Lifetime Value Marketplace as a Service 98

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation?

Customer Success 62

Customer Success Marketplace as a Service Scale Customer Lifetime Value 62

CustomerSuccessBox

MARCH 14, 2022

According to a research study done by Mordor Intelligence, the compound annual growth rate estimated for the global customer success management market, let alone in the timeframe of 5 years (2021-2026) is estimated to be 25.02%. Thus it’s safe to conclude that the customer success industry is a powerful play for a career plan.

Customer Success 52

Customer Success Marketplace as a Service Interviewing Mobile 52

Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Communication 100

Communication Marketplace as a Service Technical Review Engagement 100

SaaStr

MARCH 17, 2020

They announced a new “Hired Flex” option with a flexible monthly and pay-per-hire rate, a “Self Service” signup for startups to get immediate access to Hired’s marketplace, and announced that “Hired Assessments” will now be a part of every package to democratize opportunity through skills-based hiring. ClientSuccess .

Sales Hiring 191

Sales Hiring Scale Payment Features Marketplace as a Service 191

ChurnZero

FEBRUARY 22, 2019

Churn Monster #9: Cheater Customer. It’s time to talk churn monsters again. This month’s customer churn risk is a cheater. A cheater is a customer who is actively being wooded by one (or maybe even more) of your competitors in attempts to steal their business. Churn Monster #1 – Disengaged Customer.

Churn 40

Churn Marketplace as a Service Customer Success Subscription 40

Totango

MARCH 29, 2022

Customer success goes beyond just viewing and knowing data points about your customers, and checking in periodically. And with the right systems and setup, that can mean automated reminders when customers are at risk for churn, ready to upgrade to a more advanced tier of your product, or just need more support.

Engagement 93

Engagement Scale Marketplace as a Service Retention 93

SaaStr

APRIL 30, 2022

Average Revenue per Customer. Customer Lifetime Value (LTV). Customer Acquisition Cost (CAC). & It wasn’t the case 20 or even 10 years ago, where the business models of the internet were more focused on eCommerce, marketplaces, or even advertising. So the first question is what made SaaS so successful.

SaaS Payments 237

SaaS Payments Metrics Payment Methods Scale 237

ChurnZero

FEBRUARY 1, 2019

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry. Amanda Berger, Chief Customer Officer, Lucidworks.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

SmartKarrot

OCTOBER 21, 2021

Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

Customer Success 19

Customer Success Marketplace as a Service Technical Review Systems Review 19

BrightBack

APRIL 12, 2019

Copper (formerly known as ProsperWorks) is the leading Customer Relationship Management (CRM) for G Suite and recommended by Google's G Suite Marketplace. Laser-focused on improving product experience and reducing churn. The company needed a systematic way to identify, segment and assess the reasons customers were canceling.

Retention 40

Retention Marketplace as a Service Customer Lifetime Value Churn 40

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Marketplace as a Service Churn Onboarding 10

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Strategy 62

Strategy Marketplace as a Service Software Review Construction 62

User Pilot

OCTOBER 22, 2023

A primary goal of customer success teams at SaaS companies is to drive user engagement. Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product.

Engagement 99

Engagement SaaS Onboarding Marketplace as a Service 99

OpenView Labs

NOVEMBER 30, 2021

Don’t forget that your best source of growth is usually right in front of you: your existing customers. Start by tackling churn since expansion only takes you so far if you’re trying to expand fewer and fewer customers. Marketing: Market to existing customers rather than just prospects.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

OPEXEngine

OCTOBER 5, 2021

But while software’s success in the marketplace has lifted the valuations of software companies, our analysis suggests that some firms may still be undervalued. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1). Sticky after all.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Onboarding Hero – VAIRKKO. Adoption Hero – Sibme.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Escalate issues/cases to the Customer Success Director when needed.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

SmartKarrot

MAY 13, 2021

Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers. Lead and scale a team of high-performing Customer Success Managers.

Customer Success 10

Customer Success Technical Review Marketplace as a Service Scale 10

SaaStr

NOVEMBER 21, 2020

Rob Gonzalez: Operationally, I look at, in particular, my experience at Endeca, but also another startup that sold to pharmaceutical companies and other life sciences businesses and financial services companies called Cambridge Semantics. And there’s a lot of benefit to running a software as a service, in general.

SaaS Payments 261

SaaS Payments Scale Payment Services Payment Solutions 261

SaaSOptics

MAY 19, 2022

The answer lies in your product or service’s value proposition. If your acquired customers/accounts suffer from low CLV, it could be due to one of the following reasons: You’re not leveraging the total value of your SaaS through competitive pricing. Your product roadmap is misaligned with customer needs.

Acquisition 59

Acquisition Scale Strategy Software Review 59

SmartKarrot

AUGUST 13, 2021

Role: Director of Customer Success Location: Remote, United Kingdom Organization: Founder and Lightning As a Director of Customer Success, you will be the main point of contact for commercial negotiations and escalation point for client issues. Become a trusted advisor and advocate for customers’ executive sponsor(s).

Customer Success 10

Customer Success Scale Consulting Marketplace as a Service 10

SmartKarrot

JULY 5, 2021

Role: Director, Customer Success (Federal) Location: Arlington, VA, US Organization: Decision Lens As a Director of Customer Success, you will manage the Federal customer success team through recognition, training, mentoring, feedback and goal-setting.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. So it was a combination of continued growth and customer demand.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

OpenView Labs

SEPTEMBER 10, 2020

According to him, the salesperson/leader he hired wasn’t able to validate the market, their product wasn’t going over well with their customers, their churn was high, and it was the mis-hire’s fault. After all, the marketplace speaks the loudest, and without customers you don’t have a business.

Sales Hiring 74

Sales Hiring Enterprise Scale Startup 74

SaaStr

JUNE 16, 2020

I’m going to first talk about some of the insights that we’ve gotten from serving Salesforce Ventures portfolio companies, both in terms of what they’re seeing in the market and how bookings and churn and things like that are heading, but then also how they’re adjusting to this on their go to market strategies.

Sales Hiring 160

Sales Hiring Scale SaaS Payments Payment Services 160

Chart Mogul

SEPTEMBER 15, 2023

No Wait, of Course That Is the Single Most Important SaaS Metric by Jason Cohen, A Smart Bear The purpose of a metric is to be a tool in service of your goals, timeline, size, circumstance, even philosophy, not as a master you are thoughtlessly obligated to obey. But many employees are afraid to ask for a simple explanation.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Totango

NOVEMBER 14, 2019

The frustration that flows from a poorly executed or prolonged onboarding phase can quickly deteriorate to churn. Today’s digital marketplace, with its flexible subscription models and highly customizable solutions, has empowered customers to shop around until they find a service that meets their unique requirements. .

Education 64

Education Onboarding Underperforming Technical Team Marketplace as a Service 64

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 180

SMB Scale Startup Marketplace as a Service 180

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Systems Review Scale Point of Sale 52

SmartKarrot

APRIL 23, 2020

Customer Success vs Customer Experience: The Difference Between the Journey and the Destination : Customer experience concentrates on touchpoints, while customer success focuses on the end game. It spans the entire customer journey, from product development and adoption to customer retention and growth.

Customer Success 10

Customer Success Marketplace as a Service Travel B2C 10

Sales Hacker

JUNE 23, 2020

Leah has been a pioneer for customer experience practices for the last two decades, focusing her work on putting customers at the heart of SaaS and service-based technology organizations. How to put customer experience into the DNA of an organization [5:23]. Micro-thoughts on the evolution of customer success [07:08].

Scale 67

Scale Sales Hiring Technical Review Customer Success 67

SmartKarrot

JUNE 28, 2022

Role: Customer Success Director Location: Remote, Boston, MA, US Organization: Contemporary Staffing Solutions As a Customer Success Director, you will be responsible for advance strategic relevance by driving the integration and adoption in other areas of Human Capital Management and business units within the customer organization.

Customer Success 3

Customer Success Merchant Services Venture Capital Marketplace as a Service 3

SmartKarrot

DECEMBER 18, 2020

If you want to thrive in this competitive SaaS world, then the importance of understanding customer behavior can hardly be overemphasized. Customers are getting more empowered in today’s marketplace. Hence, customer analytics is a useful process towards that end. It can be a customer success platform as well.

Social Media 10

Social Media Data Analysis Marketplace as a Service Customer Lifetime Value 10