SaaStr

NOVEMBER 21, 2020

We’ve written a lot on SaaStr on how to increase the odds your first management team is a success. How to hire a great VP of Sales (tons on that here ). What a great VP of sales really does. How to manage customer success. About recruiting and helping you scale. When to hire her (more here ).

Sales Hiring 354

Sales Hiring Scale Sales Recruiting Engineering 354

Sales Hacker

JANUARY 20, 2022

Strong sales reps are the lifeblood of your business and how you choose to invest in them matters. For frontline sales managers, attributes like competency, quality of work, ease of execution, and length of contribution indicate reps’ overall job success, but you can’t rely on those inputs to tell you if they are personally satisfied.

Sales Recruiting 98

Sales Recruiting Scale Retention Sales 98

User Pilot

JULY 27, 2023

Account Managers: They serve as the lead point of contact for all customer account management matters. Product Marketing Manager: This person is tasked with developing product marketing campaigns , crafting compelling marketing messages, and coming up with ideas to retain customers. Average salary: $46,035/yr.

Sales Hiring 94

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 94

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. For example, relationship managers who made more phone and video calls saw 4.8%

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

SEPTEMBER 25, 2020

379: From how many reps to hire, to compensation models, here are the top 10 mistakes founders make when hiring their first sales teams and how to avoid them. Announcer: In today’s SaaStr Insider, SaaStr CEO and founder, Jason Lemkin, shared the top 10 mistakes founders make when hiring their first sales team.

Sales Hiring 174

Sales Hiring Sales Recruiting Scale Sales 174

Valuize Consulting

JANUARY 25, 2024

In the rapidly evolving B2B recurring revenue economy, the focus on Digital Customer Success is more pertinent than ever. Effective Cross-Functional Collaboration Your Digital CS program should be directed by Customer Success but also requires close partnership with Marketing, Product, Sales, and Revenue Operations.

Customer Success 52

Customer Success Sales Recruiting Scale Strategy 52

Baremetrics

NOVEMBER 25, 2021

Your marketing and sales budgets, and the personnel assigned to those teams, will also rise. A hiring plan allocates expected future expenses based on your revenue forecasts. A longer lead time for recruitment means higher quality recruits. It helps maintain consistent growth. Try Baremetrics Free.

Sales Hiring 97

Sales Hiring Sales Recruiting Finance Forecasting 97

ChurnZero

JANUARY 25, 2024

As companies find more ways to support their customers and build recurring revenue, “traditional” CS skillsets are no longer enough. Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. As the awareness of CS’s impact grows, so does its ownership of revenue.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Tom Tunguz

OCTOBER 9, 2013

One number investors use to benchmark SaaS startups across sectors and industries is sales efficiency. There are a handful of variants of this metric, sometimes called the magic number, but ultimately they all aim to provide some sense of the incremental revenue returned by sales and marketing investment.

Benchmarks 120

Benchmarks Sales Recruiting Startup Sales 120

Baremetrics

JUNE 30, 2021

All the data your startup needs Get deep insights into your company's MRR, churn and other vital metrics for your SaaS business. Creating a startup financial model helps you uncover key SaaS metrics and the assumptions you'll test as you implement your plans. For that, you need a financial plan with proper metrics.

Startup 98

Startup Sales Hiring Sales Recruiting Deferred Revenue 98

ChurnZero

MARCH 11, 2020

Churn Reasons: You’re Not Digging Deep Enough. This is a guest post by Jay Nathan , Founder & Managing Partner at Customer Imperative. Disappointed, but oddly satisfied, I hung up the phone from a call with a recently-churned customer. Eventually, these issues become deal-breakers which can lead to churn.

Churn 52

Churn Scale Sales Recruiting Sales Hiring 52

User Pilot

SEPTEMBER 14, 2023

You can also use segmentation to help you identify and target at-risk users accordingly to reduce the churn rate. Segmentation has been proven to improve a vast range of product success metrics (not just sales efforts). This type of analysis is very helpful for product teams to quickly improve performance metrics.

Strategy 90

Strategy Sales Recruiting Onboarding Churn 90

Baremetrics

OCTOBER 8, 2021

Stripe is often the payment processor of choice for SaaS businesses because it can handle recurring revenue streams. Indeed, to get the most out of customer data, SaaS businesses often rely on a third-party analytics dashboard for everything from basic SaaS metrics to financial forecasting and customer segmentation. Table of Contents.

Payment Services 94

Payment Services Payments SaaS Payments Payment Features 94

OpenView Labs

AUGUST 19, 2021

Sales recruiting is broken. The sad truth is that VP of Sales are turning over within 19 months —and that timeline is shrinking. . Not only that, the market has heated way back up and the VP of Sales is one of the most sought after roles. This isn’t linear and there are many shades of grey when it comes to sales. .

Sales Hiring 82

Sales Hiring Sales Recruiting Scale Startup 82

Baremetrics

SEPTEMBER 24, 2021

Baremetrics is a business metrics tool that provides 26 metrics about your business, such as MRR, ARR, LTV, total customers, and more. Sign up for the Baremetrics free trial , and start monitoring your subscription revenue accurately and easily. It is ideal to have a low churn rate and a high MRR/ARR. Table of Contents.

Finance 98

Finance Venture Capital SaaS Payments Payments 98

User Pilot

NOVEMBER 5, 2023

Overall, customer value management can make your product more competitive. Sales reps can use the knowledge to shift sales negotiations from price to value. You can do it by tracking metrics like churn rate or NPS and through qualitative surveys. This means they can adjust their pricing to maximize revenue.

Management 90

Management Scale Customer Lifetime Value SaaS 90

CustomerSuccessBox

MAY 9, 2022

Customers are the lifeblood of any company, therefore having a clear picture of its revenue activities is critical for expansion. The pros (new customer ARR, upsells) and cons (no new customer ARR, no upsells) should be highlighted on this Customer Success dashboard (downgrades and churn). Customer success metrics you should track.

Customer Success 52

Customer Success Sales Recruiting Outsourced Development Customer Lifetime Value 52

ProfitWell

DECEMBER 13, 2019

The goal in SaaS sales is not to convince your customer to buy your product there and then—it’s to win that customer over to your product for a lifetime. We’ll tell you how to use your understanding of a prospect to turn them into a delighted customer, what metrics to lean on, and how to build the perfect SaaS sales team.

Scale 61

Scale Sales Recruiting SaaS Sales 61

Chart Mogul

MARCH 26, 2018

Learn how InsureSign — an e-signing solution for the insurance industry — uses ChartMogul to better understand revenue and get a detailed picture of sales performance. For its first six years, the e-signature startup I founded, InsureSign, used only inbound sales efforts. What is the churn rate on those deals?

Sales Recruiting 49

Sales Recruiting Outbound Sales Team Sales Healthcare 49

SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. Average Revenue per Customer.

SaaS Payments 235

SaaS Payments Metrics Payment Methods Scale 235

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 175

Sales Recruiting Technical Review Sales Hiring Outsourced Development 175

OpenView Labs

NOVEMBER 30, 2021

The ‘haves’, defined by growing quickly out of the gate and then maintaining 50% or faster revenue growth at significant scale, have seen their valuations skyrocket over the years. The game has changed when it comes to recruiting. Recommended resource: Let’s Stop Calling Churn a Customer Success problem.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

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. Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

User Pilot

MAY 21, 2023

This increases their satisfaction which translates into greater loyalty and higher revenue. Your options include: Feature requests Tracking user in-app behavior to identify friction points in the user journey Feedback received by the sales team and customer support team Monitoring what your competitors do Feedback widget for feature requests.

Underperforming Technical Team 77

Underperforming Technical Team Sales Recruiting Social Media Onboarding 77

SmartKarrot

OCTOBER 3, 2022

Recruit, hire, mentor and coach Customer Success team members. Assist with client marketing correspondence (newsletters, campaigns, sales print materials, welcome packets, surveys, etc.). Work with Account Director on potential target client list and sales strategies. Grow usage of BrightEdge within each account.

Sales Recruiting 19

Sales Recruiting Customer Success Sales Hiring Outsourced Development 19

User Pilot

JUNE 28, 2023

Osano reduced delinquent churn with progressive billing popups. Stripo offers a pre-sign up interactive demo that brings prospects to their ‘Aha’ moment before they even create an account. Kommunicate drives sales-less product adoption through product experiments and tracking adoption rates with Userpilot.

Onboarding 77

Onboarding SaaS Payments Payment Services Payment Solutions 77

The Angel VC

AUGUST 10, 2011

One could almost say that CAC and CLTV are for a SaaS company what wholesale price and sales price are for a retailer. Costs of goods sold are minimal for a company selling software over the Web, and costs like product development decrease as a percentage of revenue when you get to bigger scale. Trial-to-paying-account conversion rate.

Sales Recruiting 155

Sales Recruiting Startup Customer Lifetime Value SaaS 155

ChurnZero

MAY 10, 2019

This event brought together thousands of technology leaders from Customer Success, Services, Sales, Product and Marketing. Companies that give Customer Success revenue responsibilities have an average NPS score that is 27 points higher than those who do not. Karen (@PVSKC) May 7, 2019. Customer Success Should Own Renewals and Upsells.

Technology 74

Technology Customer Success Sales Recruiting Sales Hiring 74

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts.

VP of Engineering 19

VP of Engineering Customer Success Sales Recruiting Sales Hiring 19

ChurnZero

DECEMBER 18, 2020

Can we recruit hiring new team members from January to April, or from January to June this year, just to make sure that as we enter in the next year, we’re able to start off with some wins and not get upside down. Q: What key metrics can Customer Success share with product to help prioritize their goals? What are your metrics?

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

SmartKarrot

MAY 6, 2022

Represent the voice of the customer to provide input into the core product, marketing, and sales process. Meet pre-defined metrics around churn reduction and revenue growth through engagement and driving deep product adoption. Be accountable for increasing revenue, managing day-to-day operations, and scaling the team.

Customer Success 19

Customer Success Sales Recruiting Scale Software Review 19

SmartKarrot

JANUARY 4, 2023

Engage Sales, Solutions, and Product/Engineering to validate new business scope as it pertains to customer contract documents, technical specifications, and data analytics to ensure correct technologies are selected to support customer requirements. Responsible for the onboarding process for new accounts to ensure successful implementations.

Customer Success 19

Customer Success Sales Recruiting Technical Review Outsourced Development 19

ChurnZero

APRIL 26, 2019

Whether dealing with onboarding or recruitment, every HR department hopes for a smooth and well-defined employee experience. A successful HR manager leverages metrics to forecast, track and report on new employee onboarding. Even if you lack an HR team, consider what metrics can be applied to a newly onboarded employee.

Onboarding 58

Onboarding Sales Recruiting Scale Sales Hiring 58

ProfitWell

JANUARY 6, 2020

Carl Gold over at Multi Channel Merchant knows we’re living and breathing the recurring revenue revolution—and that the subscription space is only going to expand. Companies will begin to diversify their offerings , launching and experimenting with varying promotions and services to increase subscribers, build loyalty, and drive sales.

Payments 40

Payments Merchant Services SaaS Payments Payment Methods 40

SmartKarrot

FEBRUARY 9, 2023

Role: Head of Customer Success Location: San Francisco, CA, United States Organization: Ikigai As the Head of Customer Success, you’ll manage the onboarding of new clients and ensure a smooth transition from sales. Promote a culture and metrics centered on customer satisfaction and responsiveness.

Customer Success 19

Customer Success Sales Recruiting Technical Review Outsourced Development 19

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Your results are ideally backed by hard ROI metrics to validate success, but sometimes the strongest outcome is a “soft” ROI metric, such as process improvements and productivity increases. Applaud Accomplishments With Awards.

Retention 64

Retention Strategy Scale Sales Recruiting 64

SmartKarrot

JUNE 9, 2022

Ensure Customer Success and Asset Management teams are coordinated with respect to the communication of project and utility timelines with end-user customers; develop processes between teams to ensure seamless communication for the benefit of all the customers. Conduct customer health checks to identify risk and mitigate churn risk.

VP of Engineering 19

VP of Engineering Customer Success Sales Recruiting Sales Hiring 19