SaaStr

MAY 5, 2023

Mistake 10: Not Being Yourself A lot of leadership success is figuring out who you are and leaning into whatever you’re good at. Scaling a business will be different for everyone because every business is different. Sure, you have to strive for it, but what matters is how much you’re growing going forward.

Scale 219

Scale Leadership Scaling Customer Success 219

SaaStr

APRIL 2, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. Lesson: Be REALLY careful about custom deals and make sure they are worth it. Mistake: Not investing in Digital Customer Success early The cobbler’s kids often have no shoes.

Sales Hiring 266

Sales Hiring Scale Scaling Customer Success 266

SaaStr

APRIL 1, 2022

Many founders find themselves confident in one area of their business, whether it be the product, customer success, or, in Schuck’s case, sales. Early in the company’s life, he was more willing to allocate funds to the sales team than to any other department. Mistake #8: The Power of Positive Thinking .

Sales Hiring 232

Sales Hiring Acquisition Investment Leadership 232

30 Day Leadership

APRIL 19, 2022

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Sean MacPherson, Vice President of Customer Success & Experience at Alyce. 1:12 - Company culture - What are the biggest areas of focus at Alyce?

Leadership 52

Leadership Company Culture B2B Customer Success 52

30 Day Leadership

APRIL 19, 2022

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Sean MacPherson, Vice President of Customer Success & Experience at Alyce. 1:12 - Company culture - What are the biggest areas of focus at Alyce? Learn more about Alyce at [link].

Leadership 52

Leadership Company Culture B2B Customer Success 52

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

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. Embody company culture and maintain high team engagement.

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

SaaStr

JANUARY 30, 2023

Lessons in leadership Grow your organization thoughtfully. As a founder, consider personally interviewing your first 100+ hires to ensure they are culturally aligned—even more critical in a fully remote organization. Once onboard, get regular input from your sales, support, and customer success teams.

Sales Hiring 232

Sales Hiring Payment Services SaaS Payments Scale 232

SaaStr

MAY 5, 2022

Individual seller focus and ownership are crucial for setting your sales organization up for defined targets and success. In the same way, the focus of sales leadership will become more tantamount as organizations grow. Principle #4: At Scale, Focus is Critical. Principle #5: All in One Boat.

Scale 220

Scale Sales Hiring Scaling Sales 220

SaaStr

FEBRUARY 25, 2022

These companies are reluctant to work with freelancers because they believe: Freelancers aren’t reliable . Freelancers can’t contribute to company culture. Customer Success . The myth that freelancers can’t do highly integrated work within a company is invalid. Freelancing is not a profession.

Scaling 188

Scaling Artificial Intelligence Company Culture Innovation 188

SmartKarrot

AUGUST 31, 2021

Role: Director, Customer Success Location: Remote, San Francisco, CA, US Organization: Salsify As a Director of Customer Success, you will supervise, build and expand the existing Customer Success strategy to enable each member of the team to be the best-trusted advisor for the customers.

Customer Success 19

Customer Success Underperforming Technical Team Technical Review Leadership 19

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities.

Sales Hiring 175

Sales Hiring Scale Pricing Customer Success 175

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Why Customer Success Can Help VC Attention.

Banking 19

Banking Customer Success Scale Churn 19

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

SaaStr

OCTOBER 4, 2019

How does leadership change for Jesse in the face of scale? How does Jesse think about scaling humanity and the personal touch with the scaling of his leadership? Ep 271: Gillian Heltai oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision.

Scale 136

Scale Technical Review SMB Software Review 136

SaaStr

APRIL 16, 2020

I guess my question is it’s almost customer success, but it’s also definitely marketing. And I think more and more today we’re seeing marketing being pushed further and further down the funnel with the creation of that content being used to support and make their clients as successful as possible.

Scale 179

Scale Underperforming Technical Team Leadership Branding 179

SaaStr

MAY 10, 2022

It’s normal for people to seek inspiration and leadership during times of uncertainty. He highlights the three key strategies that helped TripActions scale and boost their revenue. Develop a well-defined vision. They ultimately want to be assured of long-term stability.

Travel 205

Travel Revenue Underperforming Technical Team Scale 205

SaaStr

JUNE 24, 2022

High NRR makes Customer Success teams lazy. More here: Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. #7. Hire a VP of Product who has supported customers, who has worked with a company of your size, and your NRR will soar as they provide more value.

Sales Recruiting 216

Sales Recruiting Sales Hiring Scale Customer Success 216

FastSpring

OCTOBER 23, 2018

From initial discovery to delivery, every step of the product development process is a collaboration between individuals, teams, departments, and customers. All of these touchpoints come into play to help us deliver the best solution for our current and potential customers. A major part of my job comes down to listening.

Scale 61

Scale Sales Hiring Technical Review Leadership 61

SaaStr

JULY 9, 2022

The role of a VP is to own everything required to hit the goals for a functional area – Sales, Marketing, Product, Engineering, Finance, or Customer Success. While the answer may sound obvious, I’m not sure it always is in early-ish stage start-ups. This includes: Recruiting the team. This can be hard. Hitting the number.

Sales Recruiting 263

Sales Recruiting Sales Hiring Finance Engineering 263

Kellblog

JULY 30, 2023

Customer success exists to get renewals and spot expansion opportunities. This one depends on your sales/success model.) “Shouldn’t customer success be about relationships?” Market leadership, mostly in the form of market share but also in market vision. HR exists to help managers manage.

Software Review 68

Software Review Technical Review Sales Recruiting Artificial Intelligence 68

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. Loving our podcast content? * How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

SmartKarrot

MAY 5, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: ChartSpan Medical Technologies As a Vice President of Customer Success, you will provide guidance on and executes client retention strategy and multi-level client management processes.

VP of Engineering 10

VP of Engineering Customer Success Technical Review Scale 10

SaaStr

FEBRUARY 22, 2019

Another thing I wish I had realized before is the fact that company culture is unfortunately not only about values you put on your wall but also about tough decisions. Matt Turck: Do you compensate customer success if they are involved in that up sell. Florian Douetteau: When there is a fire. And a little bit of drama.

Sales Hiring 114

Sales Hiring Scale Sales Recruiting Company Culture 114

OpenView Labs

APRIL 21, 2020

It’s really about leadership, and making sure your team feels that they have people at the helm who are tuned in,” Carol said. They need to know that your company culture is still as rich as it was yesterday, and that you’re all working together toward a really important goal.” We need to lead,” said Carol.

Leadership 52

Leadership Communication Company Culture Consulting 52

Intercom, Inc.

OCTOBER 26, 2021

Step 1: Create a scalable hiring profile that reflects your company’s values. Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. Our best candidates are innately curious about how the product could evolve, and care deeply about customer success.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

SaaStr

SEPTEMBER 10, 2020

And so what I like to do, typically, is I like to actually make sure that the leadership team, the executive leadership team, has done a strategy session. What are our key methods as a company? Like we had our head of customer success. I use a strategic planning tool called V2MOM. They’re live right now.

Scale 173

Scale Sales Hiring Software Review Technical Review 173

SmartKarrot

JUNE 30, 2022

Customer success is one aspect of corporate SaaS mergers and acquisitions that is sometimes overlooked. Organizations are guilty of putting it on the back burner even though it is one of the most crucial factors in success. Maintaining the focus on customer success throughout the mergers and acquisitions process is difficult.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

Intercom, Inc.

FEBRUARY 25, 2021

And then, I wrote a book about a year and a half ago called Customer Understanding: Three Ways to put the Customer in Customer Experience (and at the Heart of your Business) , and yeah, excited to have everything that’s in my head on paper. And what a great time to write a book about customer experience.

Scale 211

Scale Consulting Interviewing Customer Support 211

OPEXEngine

FEBRUARY 16, 2021

Remind your team of your Vision, Mission, and Culture. If we believe in collaboration, innovation, customer success, and teamwork, then that’s who we are.” If you have a strong company culture, it will continue to guide team members and keep them engaged—even during stressful times. Support Each Other.

Technical Review 69

Technical Review Company Culture Leadership Innovation 69

ChurnZero

JANUARY 20, 2022

As a Customer Success leader, you know you should invest more time and resources into planning and executing the long-term initiatives your team needs to scale. Rod Cherkas, CEO of HelloCCO, joined us for a webinar to share his approach to ensure your Customer Success team stays ahead of your company’s growth.

Scale 52

Scale Sales Hiring Scaling Sales 52

Intercom, Inc.

MAY 26, 2021

We obsess about our customers’ success. We love solving our customers’ most important, most urgent, and most valuable problems. We measure and obsess about delivering meaningful results and value for our customers, and continuously improving our capabilities to do this even more in the future.

Sales Hiring 138

Sales Hiring Sales Recruiting Customer Support Engineering 138

SaaStr

JANUARY 28, 2020

TWITTER QUESTION 1: If there’s a recession, what can we as SaaS companies expect? Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Jason : Or you have this customer success person.

Sales Hiring 205

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 205

OpenView Labs

APRIL 29, 2019

It’s understandable how product-led companies find themselves operating in a distinctly unbalanced way that favors product teams to the detriment of other areas such as sales, marketing and even customer success. Technical founders need time to grow into the non-technical parts of their leadership role.

Scale 58

Scale Sales Hiring Engineering Compensation 58

SaaStr

JUNE 10, 2020

My question to you [inaudible 00:07:46] with the acceleration, were you ready for it as an organization because with it becomes much more increased sales team to really take advantage, much higher level of customer success, much higher level of customer service. David Politis: We’ve been moving up market for a while now.

Scale 165

Scale Cloud Sales Hiring Technical Review 165

ProfitWell

MARCH 6, 2020

“When Autodesk set the goal of moving to a subscription-based business, company leadership knew change was necessary because the company as a whole would be engaging with customers differently.". So the question for you is: Do your organization’s strategic objectives require a refresh of your company culture?

Customer Lifetime Value 52

Customer Lifetime Value Social Media User Experience Construction 52

SaaStr

MAY 15, 2020

333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. Finally, before YesWare, she was VP of Sales @ Engine Yard, where she tripled monthly recurring revenue, over the course of her 3+ year tenure, in 3 key leadership roles.

Sales Hiring 195

Sales Hiring Scale Technical Review Outsourcing Services 195