SaaStr

APRIL 24, 2022

BowtiedCocoon: Top SaaS SMB AEs have $125k OTEs. Don’t Hire a VP of Sales Everybody Loves. SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 1.

Sales Hiring 259

Sales Hiring Revenue Scale SMB 259

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

SEPTEMBER 26, 2019

What we learned from ’08-’09 in SaaS: First, SMB churn went through the roof — as SMBs went under much more quickly and often. As soon as the economy went south, SMBs started to simply go bankrupt and/or shut down. Anyone processing a lot of SMB and credit-card deals saw churn probably double.

SaaS Payments 271

SaaS Payments Sales Hiring Scale SMB 271

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

SaaStr

APRIL 7, 2021

1. “SaaStr 417: How Sales and Product Really Should Work Together with Javier Molina, VP, Corporate Sales, Americas @ MongoDB and Sahir Azam, Chief Customer Officer” A super important topic we don’t hear discussed enough. #2. And how to win in a very competitive market. #7.

Scale 155

Scale SMB Churn Scaling 155

Sales Hacker

MARCH 19, 2020

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. To succeed, you need to trust the data and step into predictive sales. How Customer Success Drives Predictive Sales and Marketing. Let’s dig into it.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

SaaStr

NOVEMBER 22, 2020

Deliver repeatable value early in the customer’s journey. Measure leading indicators and not lagging indicators like churn. Review your customer’s problem journey at pre and post current stages. Determine if your growth is product-led, sales-led, or marketing-led. Market Fit. Geographic regions. Late-stage.

Scale 304

Scale Scaling Technical Review Systems Review 304

SaaStr

DECEMBER 29, 2019

Still, I’ve learned a lot seeing case studies go up over the years of customers I closed … that 10 years on … are still customers. Some take-aways: If You Truly Have Net Negative Churn and High NPS — Then Almost Any Reasonable CAC Makes Sense. If It Lets Acquire 10+ Year Customers. Overdeliver.

Scale 339

Scale Churn Construction SMB 339

SaaStr

JANUARY 12, 2022

You just close more, and churn less, and upsell more, when you show up. “For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. Another top mistake SMB folks make trying to sell enterprise. We all underresource customer success vs. sales.

CTO Hire 256

CTO Hire Sales Hiring New CTO CTO 256

SaaStr

MARCH 19, 2021

A head of sales that doesn’t recruit at least one strong rep in the first 90 days. A head of customer success that doesn’t own churn, or net revenue retention in the first 90 days. I can go on. But the top VPs of Sales know you have to get it going soon. Never will. That hits quota or better.

Sales Recruiting 302

Sales Recruiting Sales Hiring SMB Engineering 302

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

SaaStr

DECEMBER 3, 2021

. #9 SaaStr 150: Why New Qualified Leads Divided By Win Rate Is The Metric in SaaS, Why It Is Harder To Go Enterprise Down Than SMB Up & How To Create Engines of Growth Within Your Organization with Paul Albright, Former CRO @ Marketo. #8 1 SaaStr 221: HBS Sr. . #8 1 SaaStr 221: HBS Sr. . #6 1 SaaStr 221: HBS Sr. . #3

Scale 185

Scale Sales Hiring SMB Benchmarks 185

Sales Hacker

SEPTEMBER 25, 2019

In June, CNBC reported that recently listed cloud software companies were getting crushed for poor sales execution. Enterprise sales is hard, which is why most businesses start as an SMB org and grow into an enterprise org. 2 rules for transitioning from SMB to enterprise. Today, enterprise sales is harder than ever.

SMB 73

SMB Enterprise Strategy Compensation 73

SaaStr

DECEMBER 5, 2023

By going upmarket, you can land bigger deals with more opportunities to upsell and lower churn. As Managing Director of Salesforce Ventures, Nowi Kallen , shared at last week’s Workshop Wednesday, there are five main challenges of moving upmarket and tips to follow if you want to succeed at Enterprise sales in today’s macro environment.

Scale 175

Scale Enterprise readiness compliance Enterprise 175

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Then, you can stop counting them as churn.

Customer Success 98

Customer Success Metrics SaaS Banking 98

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

SaaStr

FEBRUARY 14, 2023

To calculate your net dollar retention, take all of your existing ARR at the beginning of the period, add on any cross-sell or upsell, subtract out any churn, and then see the ending ARR. For SMB-facing companies, over 110% should be your goal. Low churn shows stickiness ingrained in customer behavior or mission criticality.

Metrics 193

Metrics SaaS Marketing SMB 193

CustomerSuccessBox

MAY 8, 2022

Nothing irritates Customer Success Managers (CSMs) more than a product that fails to deliver results. Of course, this has an impact on the customer’s ability to execute their work, but it also has an impact on the CSM’s quota and the company’s general ability to develop and grow. percent for the average MSMB.

Customer Success 52

Customer Success Scale Systems Review Software Review 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Account health KPIs- Product adoption, customer usage, etc. Business KPIs- NRR, Renewal rate, MRR churn, etc. The metric can be further measured at various stages in the customer journey like-. Yes, you heard that right!

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna.

Customer Success 59

Customer Success Leadership Churn Finance 59

OpenView Labs

SEPTEMBER 10, 2020

Enterprise sales is not a simple switch to make from SMB sales—it’s a completely different beast. I recently caught up with a founder I talked to last year who didn’t have the time (or desire) to deal with sales and wanted to hire someone to ‘”validate the market” for him. Source: SalesHacker.com.

Sales Hiring 74

Sales Hiring Enterprise Scale Startup 74

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? Let’s talk 2019 predictions.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

Sales Hacker

FEBRUARY 2, 2021

Closing an enterprise sale in a niche market follows the same sales funnel as any other deal, but a bit more fine tuned. It represents the culmination of ‘art’ and process, where the enterprise sales process is modified to better reflect the client’s unique and specific needs. What Is Enterprise Level Sales? Self Sales.

Scale 95

Scale Enterprise Marketing Sales 95

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Slow down sales and marketing and you can get to breakeven. Is the bar across the same for a SMB-focused company versus an enterprise-focused company? There are investors that focus on SMB, and there are others that focus solely on enterprise.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

SaaStr

SEPTEMBER 24, 2020

Some classics here: How My VP, Sales Doubled Our Sales in 90 Days. If Your VP Sales Isn’t Going to Work Out — You’ll Know in 30 Days. Your VP of Sales Shouldn’t Be Perfect. 10 Crystal Clear Signs Your VP of Sales Just Isn’t Going to Work Out. The best VPs of Sales quickly hire great reps under them.

Sales Hiring 208

Sales Hiring Part-Time VPE Scale Underperforming Technical Team 208

SaaStr

MAY 8, 2020

* What does Jessica believe is the right way for sales reps to engage with new customers during this time? How should sales teams and CS respond to requests for discounts? What specific and deliberate things can startups do not just to prevent churn but also to increase usage and upsell? This podcast is sponsored by Guru.

Sales Recruiting 169

Sales Recruiting Technical Review Sales Hiring Outsourced Development 169

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.

Customer Success 19

Customer Success Sales Recruiting SMB Forecasting 19

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? Let’s talk 2019 predictions.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

SaaStr

OCTOBER 4, 2019

Why did Jeppe decide to focus on SMBs from Day 1? How does the product build in the early days differ when building for SMB vs enterprise? Why does Jeppe believe that building for SMB makes it easier to build a great culture internally? What was that a-ha moment for him with Pleo? * What changes? * When do they start to arise?

Scale 132

Scale SMB Technical Review Software Review 132

SmartKarrot

NOVEMBER 29, 2021

Role: Head of Customer Success Location: New York, NY, US (Hybrid) Organization: Pinecone As a Head of Customer Success, you will hire, train, and manage a high-performing customer success team including pre-sales, post-sales, and professional services. calling non-responsive customers).

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

SmartKarrot

SEPTEMBER 12, 2022

Ensure the timely and successful delivery of the products and services according to needs and objectives. Assess client health and develop strategies to mitigate churn with proactive health plans. Become the customer advocate in Hibob, collaborating with the Product, Development, Marketing, and Sales teams.

Customer Success 19

Customer Success Scale SMB Technical Review 19

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

SaaStr

SEPTEMBER 15, 2019

As you begin to scale and add a sales team, you’ll encounter more and more drama with “bad” customers. These so called “bad” customers from a sales team perspective will include: Folks that share licenses that shouldn’t be. Sales will get mad they aren’t buying more seats.

Scale 206

Scale SMB Churn Retention 206

SmartKarrot

MARCH 14, 2023

Role: Director of Customer Success Location: NAMER, United States (Remote) Organization: Appvance As a Director of Customer Success, you’ll ensure that consumers utilise Appvance actively and receive a return on their investment (ROI) and business value. Employ a group of knowledgeable customer success specialists.

Customer Success 19

Customer Success Scale Technical Review SMB 19

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Scale Outsourced Development Systems Review 19

SmartKarrot

JANUARY 3, 2023

Director of Customer Success Location: Remote, United States Organization: ABC Fitness Solutions As a Sr. Director of Customer Success, you will build a world-class Customer Success team. Deliver world-class customer success processes for both SMB and Enterprise customers that scale.

Outsourcing Services 19

Outsourcing Services Customer Success Outsourced Development Scale 19