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. There were also a number of customers who turned us into shelfware or essentially churned. Selling leadership on the concept of Customer Success. I was very successful in my work.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

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

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. Browse these insightful guides on customer success leadership, strategy and best practices.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

ChurnZero

JANUARY 25, 2024

We don’t see that changing in 2024, even as headcount starts to normalize. Businesses are realizing the strategic value of customer education in driving product adoption, improving customer success KPIs, and reducing churn. How are customer success leadership roles and skillsets evolving in 2024?

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

SaaStr

MARCH 7, 2023

Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. Companies are giving price breaks this year to reduce churn and increase retention, with the caveat that it might go up next year. What are companies doing today to scale efficiently?

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

Tom Tunguz

MAY 14, 2014

In addition to mitigating churn, CS teams increase account revenue, which in many SaaS companies, can grow to be multiples of the first year’s customer value. Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. This can be a long process.

Customer Success 100

Customer Success Startup Headcount Compensation 100

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. Can we definitively link these churn and contraction reasons to the lack of coverage in these areas?

Scale 52

Scale Customer Success Scaling Strategy 52

Intercom, Inc.

MARCH 12, 2019

” In our case, a resounding “yes” required seeing a positive impact on customer expansion and one big enough to justify the fully-loaded cost for the additional headcount. We tracked customer churn, contraction, expansion and overall health, and correlated the metrics to our relationship managers’ activities.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success was initially used only when a customer was about to churn. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. A responsible leadership should acknowledge the ability of CS to drive revenue and business value. This is undoubtedly the best approach to drive retention.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Finish the feature.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

The Angel VC

DECEMBER 12, 2018

What makes things tricky is, first, the uncertainty of how your CACs will develop at increasing scale and of how your churn rate will develop over time. Because of this, make sure that whatever path you choose, all key stakeholders (co-founders, board, investors, leadership team) are aligned on the plan and potential fallback scenarios.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

Intercom, Inc.

MAY 13, 2021

Since then, you’ve spent over 12 years in post-sales leadership. Also, skill-wise, I think one thing you really learn when you are in a sales leadership position in pre-sales is driving urgency. I’ve carried that into my post-sales leadership, where it’s always top of mind for me. Moving upmarket.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

ProfitWell

DECEMBER 6, 2019

He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. If we fail, our customers will churn. But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization. What are your thoughts on this piece?

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

ChurnZero

DECEMBER 28, 2021

Or for ChurnZero to redesign our Churn Monsters à la Lisa Frank? Have you ever wondered if you should be paying closer attention to your Net Revenue Retention (NRR) or Gross Revenue Retention (GRR) when analyzing churn? How do I structure a budget for headcount?”. And to reintroduce Beanie Babies as a form of (social) currency?

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

SaaStr

FEBRUARY 14, 2024

Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency. This is the fourth annual Customer Success Leadership Study brought together by ChurnZero, ESG, SaaStr, and Hubspot. If someone never starts or uses the product, they’ll churn.

Customer Success 244

Customer Success Sales Hiring Scale AI 244

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. If a customer isn’t engaging in upselling, they are often heading towards churn. RYG |Leadership Hour ?in Stay on the lookout for our next?

Customer Success 40

Customer Success Compensation Scale Leadership 40

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. Michael: For sure. This debate is not actually a new one, right?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Point Nine Land

DECEMBER 12, 2018

What makes things tricky is, first, the uncertainty of how your CACs will develop at increasing scale and of how your churn rate will develop over time. Because of this, make sure that whatever path you choose, all key stakeholders (co-founders, board, investors, leadership team) are aligned on the plan and potential fallback scenarios.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

ChurnZero

MAY 1, 2020

Only with thorough knowledge can you accurately make a summary,” advises Leadership & Success. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Brevity starts with deep expertise. Create a sense of safety.

Business 53

Business Headcount Customer Success Leadership 53

Chart Mogul

AUGUST 15, 2019

MRR (scale and growth rates) Revenue quality: ARPU , LTV , Quick Ratio Cohort metrics : cohort sizes, cohort multiple — an indicator of growth Retention / churn metrics. Sales & Marketing spend: headcount and discretionary. Customer / revenue metrics. Below, you can see some of the customer/revenue metrics we capture.

Finance 85

Finance Payments Payment Solutions Revenue 85

SaaStr

OCTOBER 4, 2023

People loved Zoom and didn’t churn. Then everyone in the world was on Zoom selling flowers and yoga and things meant to be sold in person, so churn peaked at 3.6%, which isn’t terrible for SMB, but was higher than none. Monday will probably add 25% headcount this year. It doesn’t happen that way. Salesforce is back to hiring.

Sales Hiring 248

Sales Hiring SaaS Headcount Compensation 248

Intercom, Inc.

JUNE 3, 2021

” I think the “Sure thing boss, give me more headcount” is obvious. So, when people are asked, especially from a leadership team or an exec team, “Hey, we need to accelerate,” I think what they mean is accelerate business growth, which usually comes down to revenue. That’s one category.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Discovery Call.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

Chart Mogul

AUGUST 15, 2019

MRR (scale and growth rates) Revenue quality: ARPU , LTV , Quick Ratio Cohort metrics : cohort sizes, cohort multiple — an indicator of growth Retention / churn metrics. Sales & Marketing spend: headcount and discretionary. Customer / revenue metrics. Below, you can see some of the customer/revenue metrics we capture.

Finance 52

Finance Payments Payment Solutions Revenue 52

SaaStr

JUNE 4, 2022

And human churn. You start making up for it in volume — with headcount. Here, you often have to start hiring B players because you just need so many people. And team members start to leave routinely. Your life becomes all about recruiting, even more than it was. It’s harder to find that Magical VP that can make a huge difference.

SaaS 348

SaaS Headcount AWS Churn 348

SaaStr

JANUARY 25, 2022

And human churn. You start making up for it in volume — with headcount. Here, you often have to start hiring B players because you just need so many people. And team members start to leave routinely. Your life becomes all about recruiting, even more than it was. It’s harder to find that Magical VP that can make a huge difference.

Headcount 232

Headcount AWS SaaS Churn 232

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. We certainly can’t do thought leadership round tables in person, and we can’t do the sporting events. We’re looking at everything we do from software to people.

Travel 177

Travel Marketing Scale Outsourcing Services 177

ChurnZero

DECEMBER 27, 2022

We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. 5/ 2022 Customer Success leadership study. Is your CS team experiencing panic churn?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

ChurnZero

AUGUST 23, 2019

Q: If there is no headcount for a new CS ops person, what’s the best way to incorporate the function until you can get budget? I believe a Director of Customer Success is the leadership team member that ultimately owns the revenue number, or they own paving the way for the revenue number and I’m not talking about bookings.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

Intercom, Inc.

JANUARY 20, 2022

Honest feedback can be hard to take, but it’s essential to develop the type of culture that encourages people to constructively criticize processes, leadership styles, or approaches. We’re either increasing upsell or decreasing churn or increasing the attractiveness of the project or whatever.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

Intercom, Inc.

JULY 21, 2022

“The great thing about performance marketing is the ROI is really obvious, so you can justify increased spend and headcount based on the performance, and that’s what we’ve done” The first thing we did was build out a pretty robust performance marketing team. “Great leadership hinges on some sense of predictability.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

Intercom, Inc.

JULY 12, 2018

As VP of Corporate Strategy at Twitter, Elad Gil was a key player as company headcount skyrocketed from 90 to 1,500 employees. This wasn’t Elad’s first experience with hyper growth – Google grew headcount 10x during his time as a product manager there – nor the last. Elad: One is the degree to which people churn out.

Sales Hiring 120

Sales Hiring Scale Sales Recruiting Technical Advisors 120

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 161

Sales Hiring Scale SaaS Payments Payment Services 161

ChurnZero

NOVEMBER 8, 2019

In fact, they allow your team to manage more accounts without the need to increase headcount. . Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero. Automating these processes provide a key advantage for increasing efficiency.

Customer Success 63

Customer Success Scale Headcount Scaling 63

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40