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 274

SaaS Payments Sales Hiring Scale SMB 274

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

SaaStr

NOVEMBER 9, 2019

Churn much past 3% a month IMHO is not really recurring revenue anymore. Once your customers don’t even last a full year on average, they still are customers no doubt — but they don’t recur. A lot of tools that sell to individuals and very small businesses do see churn around 7% a month though. Not really.

Scale 115

Scale Churn SMB Scaling 115

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

JANUARY 24, 2024

How do you diagnose and solve churn? So, Dini came in, looked at the data around churn and usage, talked to customers, defined and narrowed Lattice’s core ICP, and made a few changes: They put a minimum in place not to sell to anyone under $4k. Can you start and stop a PLG motion?

Scale 217

Scale Sales Hiring Scaling Revenue 217

CustomerSuccessBox

DECEMBER 13, 2021

Anita Toth is the Chief Churn Crusher at Anita Toth Inc. Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. I love meeting others who are looking to make an impact on customers’ lives.

Customer Success 52

Customer Success Management SMB Innovation 52

SaaStr

APRIL 7, 2021

. “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 159

Scale SMB Churn Scaling 159

SaaStr

MARCH 20, 2021

Smartsheet: 123%+ NRR from all customers, so probably ~110% from SMBs : #2. Zendesk: 112% NRR overall, with 40% SMB. So probably again around 100% NRR from SMBs.: #3. monthly churn. Asana has 115% NRR overall, 125% for $5k customers and 140% for $50k customers. So still north of 100% for its SMBs.

SMB 248

SMB Churn Retention Enterprise 248

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 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 344

Scale Churn Construction SMB 344

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

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 268

CTO Hire Sales Hiring New CTO CTO 268

Sales Hacker

SEPTEMBER 25, 2019

Enterprise sales is hard, which is why most businesses start as an SMB org and grow into an enterprise org. And those that do often struggle through the transition, leaving behind a churn of leadership and sales resources after every funding milestone. 2 rules for transitioning from SMB to enterprise. That’s not hard to believe.

SMB 73

SMB Enterprise Strategy Compensation 73

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. SMB to Enterprise, decide which you want to start with and toward which you want to move. Market Fit. Late-stage.

Scale 310

Scale Scaling Technical Review Systems Review 310

SaaStr

MARCH 19, 2021

A head of customer success that doesn’t own churn, or net revenue retention in the first 90 days. No VPS can be great at inbound, outbound, field, SMB, Enterprise, Channel Partners, Strategic Accounts, High Velocity Sales. Never will. He can’t. He never will. He’s a best efforts guy.

Sales Recruiting 311

Sales Recruiting Sales Hiring SMB Engineering 311

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. . #3 1 SaaStr 221: HBS Sr.

Scale 193

Scale Sales Hiring SMB Benchmarks 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

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 201

Metrics SaaS Marketing SMB 201

Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. Reason #1 for predictive sales is that it makes it easier to create a powerful, positive customer experience.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

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

SaaStr

DECEMBER 5, 2023

By going upmarket, you can land bigger deals with more opportunities to upsell and lower churn. You always have to build more relationships within the customer organizations Gong, as an example, started as an SMB platform and went to Enterprise. Most founders want to expand their TAM. The lesson learned?

Scale 182

Scale Enterprise readiness compliance Enterprise 182

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

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 136

Scale SMB Technical Review Software Review 136

ChurnZero

JUNE 2, 2021

Lessons learned over the last year from the Customer Success community. Q: It’s generally well accepted – not always true – but if you’re focused on SMB, you’re naturally going to get lower gross revenue retention and it will have an impact on your net revenue retention. Customer Success Around the Web.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

SaaStr

FEBRUARY 9, 2024

They had been building toward an SMB audience, so hiring 50 people in sales against a product that wasn’t ready for a specific audience would’ve been a mistake. They had two salespeople and one customer success person. Next, think about product maturity. For Zapier, sales was a new function two years ago.

Scale 251

Scale Sales Hiring Sales Marketing 251

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

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

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

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. The post Sep 12 – Customer Success Jobs appeared first on SmartKarrot l Comprehensive Customer Success.

Customer Success 19

Customer Success Scale SMB Technical Review 19

SmartKarrot

FEBRUARY 20, 2023

Role: Director of Customer Success Location: United States (Remote) Organization: Muck Rack As a Director of Customer Success you’ll drive the greatest level of value, adoption, health, and retention for our current customers by leading the Customer Success team.

Customer Success 19

Customer Success Scale Communication 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

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

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