SaaStr

FEBRUARY 16, 2022

One of the primary problems that Asthana found — both in his own journey, and the journeys of other founders — was that companies presumed that a product-market fit would take the form of a singular event. He also observed that after product-market fit had been achieved, companies would only ever have to worry about marketing and sales.

Underperforming Technical Team 226

Underperforming Technical Team Company Culture Customer Success Product Marketing 226

Totango

JANUARY 14, 2020

To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. The customer success (CS) team is in charge of engaging current customers and ensuring they have a positive experience. Thinking Critically About Customer Success Roles.

Customer Success 63

Customer Success Enterprise B2B Company Culture 63

SaaStr

NOVEMBER 23, 2019

If you have a good sales team, they are leaving nothing on the table. If they aren’t — you need a new VP of Sales). Whatever great work the sales team did in 2017 will be 100% behind them on Jan 2. A few ideas: Hire dedicated sales ops. Many of you will have little to no dedicated help in sales operations.

Scale 223

Scale Sales Hiring Sales Investment 223

Intercom, Inc.

OCTOBER 26, 2021

Getting the team right is one of the hardest parts of scaling sales. But no sales team can afford to grow without intention. While building a sales team, we’ve focused a lot on our sales culture. Here’s how we went about growing a sales team that is both world class and culture-additive.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

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 168

Sales Hiring Scale Pricing Customer Success 168

CustomerSuccessBox

SEPTEMBER 15, 2021

As the CEO of your company, there may come a situation where you need to implement customer success. You have two options- in-house customer success or outsourcing customer success. What is customer success. Customer success isn’t that complicated. Customer Retention.

Outsourcing Services 52

Outsourcing Services Outsourced Development Customer Success B2B 52

SaaStr

APRIL 28, 2023

Former CEO and founder of Yext and current CEO and founder of Roam, Howard Lerman, shares successful strategies and lessons learned building two successful startups with Sam Blond, Partner at Founders Fund, in this week’s episode of CRO Confidential. Does the world need another productivity product?

Scale 184

Scale Sales Hiring Sales Business 184

SaaStr

JANUARY 30, 2023

Building revenue operations to support sales Deel had onboarded nearly 100 clients, reports showed good traction, and it was time to leverage this opportunity. Deel scaled the sales team from two to 250 account executives, but issues with productivity and enablement of the account executives cropped up. Support sales early.

Sales Hiring 216

Sales Hiring Payment Services SaaS Payments Scale 216

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

Totango

NOVEMBER 12, 2018

The Customer Success for the Enterprise, luncheon held on Nov. 6th, in Palo Alto was an invitation-only event hosted by Totango, the leader in Customer Success (CS) software for the enterprise. The panelist discussed how they create a company culture that values customer centricity.

Customer Success 48

Customer Success Enterprise PayPal Company Culture 48

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

SaaStr

FEBRUARY 22, 2019

Matt Turck talks with three hyper-growth stage Co-Founders and CEOs on three roadblocks when scaling past $15M ARR: hiring, culture, and sales. So we decided to take you to know three specific topics which are hiring, culture and sales. So we’ve built the playbook and the culture. And then on competencies.

Sales Hiring 114

Sales Hiring Scale Sales Recruiting Company Culture 114

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

ChurnZero

APRIL 8, 2020

This is a guest post by Danielle Juson is a Customer Success Community expert at inSided. Isn’t it great when you have a customer that not only keeps using your product, but shouts about how great it is too? Once you have this ingrained in your company culture, you are already on your way to creating customer advocates.

Retention 81

Retention Software Review Customer Success Churn 81

SmartKarrot

JULY 25, 2022

If you have decided to be in customer success, there is no better time. There is a growing global need for customer success managers, customer success specialists, and customer success leaders. A CSM needs to ensure that customers meet their goals across their journey. These include-.

Customer Success 19

Customer Success Sales Hiring Scale Interviewing 19

SmartKarrot

JUNE 15, 2021

This will also enhance a better data driven culture in the company. If your customer success managers cannot make use of customer data, it is waste of the data. So in order to build a data-driven customer success team, you need to capture data and make to easy to understand. Source: Twitter.

Customer Success 19

Customer Success Data Sales Hiring Sales Recruiting 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

NOVEMBER 2, 2019

* How does Krish think your customer acquisition and GTM strategy has to change with the movement from SMB to enterprise? How does your customer success and customer support functions change with the move to enterprise? Billion acquisition is just one milestone in the early innings of the company’s story.

Scale 127

Scale SaaS Payments Sales Recruiting Payment Services 127

Totango

JANUARY 28, 2020

An environment where your customers feel satisfied, supported, and inspired will keep them coming back to you for more great solutions instead of turning to one of your competitors in hopes of finding something better. Customers look for quality above all else. It is never just about what your customers can do for you.

Retention 87

Retention Management Technical Review Software Review 87

Totango

JANUARY 28, 2020

An environment where your customers feel satisfied, supported, and inspired will keep them coming back to you for more great solutions instead of turning to one of your competitors in hopes of finding something better. . Customers look for quality above all else. It is never just about what your customers can do for you.

Retention 85

Retention Management Technical Review Software Review 85

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. See a problem, solve a problem.

VP of Engineering 10

VP of Engineering Customer Success Technical Review Scale 10

User Pilot

JANUARY 26, 2023

TL;DR Customer empathy is putting yourself in your customers’ shoes to better understand their problems and make it a part of your company culture to develop solutions that satisfy them on practical and emotional levels. Customer empathy is not limited to empathy in customer service.

Interviewing 98

Interviewing User Experience Development Management 98

SmartKarrot

APRIL 18, 2023

“When the customer comes first, the customer will last.”- Robert Half Scaling a customer success team is essential for Saas and technology companies to be able to successfully derive value to customers through their product and service offerings.

Scale 10

Scale Customer Success Scaling Sales Hiring 10

SaaStr

FEBRUARY 22, 2019

Nick Mehta is the CEO @ Gainsight, the #1 customer success platform for corporate services, turning your customers into your best growth engine. In Today’s Episode We Discuss: * How Nick made his way into the world of SaaS and came to lead the charge in the category creation of customer success as CEO with Gainsight?

Sales Hiring 113

Sales Hiring Customer Success Scale Sales Recruiting 113

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. Before Tidelift, Bridget was VP of Sales @ Logz.io and before that was VP of Corporate Sales @ Sumo Logic where she drove ARR up by a record 237%.

Sales Hiring 193

Sales Hiring Scale Technical Review Outsourcing Services 193

SaaStr

OCTOBER 10, 2023

On a sales front, how do you evolve past founder-led sales, or together with it, so that you can scale your organization? Founder-led sales can be an immense strength and rapidly become a limiting factor. PST, Laura Connell, Partner at Atomico, shares how to scale beyond founder-led sales on your path to Series B.

Scale 192

Scale Sales Hiring Scaling Sales 192

CustomerSuccessBox

JULY 19, 2022

From the moment a lead becomes a customer, it is critical to provide value and ensure that a good product experience is achieved. The most successful businesses create repeatable processes that lead consumers to become advocates. This is referred to as a customer success framework. What is a Customer Success Framework?

Customer Success 52

Customer Success SaaS Payments Payment Services Outsourced Development 52

Intercom, Inc.

JANUARY 5, 2022

Security affects every function across your company: from onboarding and offboarding to encrypting data and managing endpoints. It allows companies to prove their real-time security posture just about any day of the year, so it accelerates their sales cycles and security reviews. Don’t skip on automation.

Scale 211

Scale compliance Software Review Technical Review 211

SaaStr

MARCH 17, 2021

Managing the Quote-to-Cash process can be complex, since it covers the entire sales cycle, software licensing fulfillment, and revenue recognition, and it’s typically spread across many applications. That’s why this is the single most critical process that should be integrated and automated in any growing company. Customer 360.

Scale 280

Scale Sales Hiring Technical Review Marketplace as a Service 280

SaaStr

JANUARY 21, 2020

Justin Welsh, former SVP of Sales at PatientPop explains how he started in SaaS in 2009 as the second sales hire at Zocdoc. Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. Justin Welsh | SVP Sales @ PatientPop. Want to see more content like this?

Sales Recruiting 253

Sales Recruiting Sales Hiring Scale Sales 253

SaaStr

MARCH 18, 2019

Scaling the company’s employee base, sales teams, marketing, and operations—all while preserving its culture—has required a laser focus on first principles, smart processes, and effective hiring. And at the risk of giving you a full Stripe sales pitch, don’t worry, that’s in my other talk.

Scale 116

Scale Payment Services Payment Methods Sales Hiring 116

SmartKarrot

JUNE 6, 2022

Customer success involves a variety of professionals who focus on delivering the best for customers. Customer trainers educate customer success managers and customer service representatives. If you want to be a customer trainer, you must know the roles, responsibilities, and duties.

Sales Hiring 10

Sales Hiring Social Media Customer Success Scale 10

Chargify

APRIL 23, 2019

The “primary risk [during pre-startup] is the failure to design a business plan and strategy that will enable the company to become profitable as it makes sales and earns revenue. Refining customer experience/onboarding. Finding the channels that allow you to scale customer acquisition. Funnel optimization**.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

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. So we have changed our roadmap around in certain areas.

Scale 164

Scale Cloud Sales Hiring Technical Review 164

SmartKarrot

JUNE 15, 2020

Now, customer experience and service are everything; it has even taken the entire SaaS ecosystem from a market led one to a product led growth path. Customer experience is driving sales and building brands. So time to stop forcible onboarding, and make ? . Empathise: Feel the customer’s pain .

Social Media 10

Social Media Airlines Software Review Education 10

Chart Mogul

NOVEMBER 15, 2019

Running a successful subscription business depends on forging strong relationships with your customers. Learn how to make customer success the source of your competitive advantage. I was the first full-time customer success hire at ChartMogul. Why customer success is so important for SaaS companies.

Customer Success 52

Customer Success Scale Sales Hiring SaaS 52