OpenView Labs

AUGUST 17, 2021

She began it at Salesforce , where she spent thirteen very productive years in customer support and customer success roles. After that, she joined Okta in the role of CCO for six years over which the company grew from $20 million to $580 million. A stellar company culture is actually one of the reasons Krista joined Okta.

Company Culture 88

Company Culture Sales Hiring Finance Customer Support 88

SaaStr

MAY 31, 2019

Why does Parker believe it is fundamentally better to wait for as long as possible before hiring customer support? Why should engineers also be doing customer support? * Why should your engineers be heavily involved in the customer support hiring process? The first is customer support.

VP of Engineering 132

VP of Engineering Sales Hiring Scale Systems Review 132

Intercom, Inc.

MAY 26, 2021

Jordan Neill, Senior Director of Engineering at Intercom, points out how this value is foundational to how we build product. A story that comes to mind is when one of the Senior Customer Support Engineers on my team, Andy, asked if he could share some feedback on a recent rollout I had led. One I really love is Series.

Sales Hiring 138

Sales Hiring Sales Recruiting Customer Support Engineering 138

Intercom, Inc.

MAY 4, 2018

Some examples from my own experience managing the Customer Support team include: I noticed one of my team members was passionate about improving internal workflows and processes, so I helped her take on additional responsibility in this area for the team. Celebrate development.

Underperforming Technical Team 223

Underperforming Technical Team compliance Development Engineering 223

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 128

Scale SaaS Payments Sales Recruiting Payment Services 128

CustomerSuccessBox

SEPTEMBER 15, 2021

Difference between customer success and customer support. Customer support is generally “reactive” in approach, this includes helping a customer once they need something or when they reach out to you with a problem or question. It focuses on helping to identify and facilitate customers reaching their goals.

Outsourcing Services 52

Outsourcing Services Outsourced Development Customer Success B2B 52

SaaStr

MARCH 27, 2019

But as far as what other companies need to think about, I mean, I think you need to think about what your customers are going to need. But then, engineering doesn’t work for you, QA doesn’t work for you, and oftentimes UX doesn’t work for you, marketing doesn’t work for you, sales doesn’t work for you.

Scale 131

Scale VP of Engineering Mobile Scaling 131

ProfitWell

MARCH 3, 2020

The difference between customer success and customer support. For Sameer, both functions are critical to an organization; support and success are built on the foundation of customer delight. However, he thinks support is more transactional and more “break/fix.” So, you need to be prepared.

Scale 59

Scale Customer Success Sales Hiring Social Media 59

Intercom, Inc.

OCTOBER 19, 2018

Large engineering organizations face a common problem – different teams working on different parts of a product can end up having specific domain knowledge, and even specific cultures, that can lead to silos. For instance, nearly a decade ago, Facebook established their engineering bootcamp program. What is an engineering tour?

Engineering 106

Engineering Technical Review Software Review Systems Review 106

SmartKarrot

JANUARY 21, 2022

But your customers will remember your brand by directly interacting with them. We, at SmartKarrot, have learned that there is no bigger competitive advantage than providing first-class customer service. Customers are now tech-savvy and prefer doing things on their own as opposed to someone helping them out. Final Words.

Customer Support 10

Customer Support Customer Success Communication Company Culture 10

SaaStr

JULY 5, 2023

Model 1: Align The Funnel — One Clear Owner Reduces Waste and Friction As CRO at Divvy, Snow was responsible for marketing, sales, implementation, customer success, customer support, and revenue operations. Knowing exactly what everyone is thinking or experiencing as a team is a win for company culture.

Strategy 203

Strategy Marketing Underperforming Technical Team Sales Hiring 203

ProfitWell

OCTOBER 1, 2019

At most SaaS companies, people managers were the most talented people in their former individual contributor role. Customer support managers were the best customer support reps ever. Chances are that your technology leads were your best engineers. Sales managers were the best reps. The hard answer is no.

Company Culture 40

Company Culture Sales Recruiting Scale Software Review 40

SaaStr

AUGUST 12, 2020

Rather than the CEO running around telling the engineers exactly what to build, you now have product managers. Again, when you’re in that seed stage, when the founder can just run around and tell engineers what to build, that’s fine. I’ve really learned this is a good thing to do.

Startup 277

Startup Software Review Scale Systems Review 277

SmartKarrot

DECEMBER 16, 2021

The customer experience (CX) has always been a priority for companies. Pay attention to the CX engines. A stellar experience equals loyal customers. From Dominos’ 30-minute delivery promise to Amazon’s 24/7 customer support, and smaller businesses’ D2C models built entirely on experience — the examples are everywhere.

Technical Review 11

Technical Review Technology Cost optimization & reporting Customer Lifetime Value 11

SaaStr

JANUARY 25, 2023

In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results. Building a unified revenue team Divvy’s revenue organization sustains the go-to-market engine responsible for its hypergrowth.

Customer Success 226

Customer Success Revenue Marketing Sales 226

SmartKarrot

MARCH 8, 2022

She is a coach who focuses on personal development, relationship building, success planning, customer engagement and retention, and customer journey. Currently, she’s the Customer Success and Customer Support Manager at Ascent Cloud, Ashna has experience of over 7+ years in Customer Success and Account Management.

VP of Engineering 21

VP of Engineering Customer Success Scale SaaS Payments 21

SaaStr

AUGUST 30, 2019

So when I think of support, for example, customer support or technical support where you have to have staff to answer tickets, and answer phone calls, that’s probably a three month ramped time for someone to come up to speed, so hiring three months in advance is just fine. But it’s like why?

Sales Hiring 132

Sales Hiring Scale Technical Advisors Underperforming Technical Team 132

SaaStr

SEPTEMBER 23, 2020

So, what matters most to making these companies go is the feedback loop between product marketing, product management, and engineering, creating that feedback loop. How do we force the feedback loops from customer support into that trio? One’s a provisioning product, one’s a security product, et cetera.

Scale 189

Scale Leadership Underperforming Technical Team Scaling 189

SaaStr

NOVEMBER 15, 2019

Harry Stebbings: And for the engineers of the world, it absolutely makes sense. Kolton Andrus: Yeah, it was easy in the early days because it was a couple of engineers just trying to get work done and coordinating. Dylan Serota: And we’ve spoken to companies that wait to do this much later when they have 50/80/100 engineers.

Education 108

Education Sales Hiring Technical Review Underperforming Technical Team 108

SaaStr

FEBRUARY 1, 2019

How to ensure customer support is strategic and not just reactionary? It had a few engineers in it, a product manager, marketers, data analysts, a couple operational experts. And at first I wondered what would people think of this team because it was very unique within the company. Listen on Google Play Music.

Sales Hiring 107

Sales Hiring Communication Scale Interviewing 107

SaaStr

SEPTEMBER 6, 2019

* What does Jon mean when he says, “You have to constantly bring your customers to the forefront of your employees minds”? For non-customer facing roles, what can one do to give them that perspective? Does it work to ensure every function spends time in customer support? How to build an engineering team.

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Software Review 132

Chart Mogul

NOVEMBER 15, 2019

I was the first full-time customer success hire at ChartMogul. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue.

Customer Success 52

Customer Success Scale Sales Hiring SaaS 52

Chart Mogul

NOVEMBER 15, 2019

I was the first full-time customer success hire at ChartMogul. 4 years later, we’re a team of 7 people split between 3 sub-teams ( customer advocacy, solutions engineering , and success management ) and we help over 2,000 great companies measure, understand, and grow their recurring revenue.

Customer Success 56

Customer Success Scale Sales Hiring SaaS 56

SaaStr

NOVEMBER 12, 2019

Think of your salespeople, think of your VCs, think of your customer support people, people that take lots and lots of meetings. We paid a $2500 bonus for any referral, and then we paid a $10,000 referral bonus for anybody that referred a software engineer. 10,000 bonus for referring a software engineer.

Sales Recruiting 164

Sales Recruiting Scale Outsourcing Services Sales Hiring 164

Sixteen Ventures

DECEMBER 31, 2019

In fact, it was in 2016 I started referring to it not as Customer Success, but as Customer Success-driven Growth, to bring to the forefront the fact that Customer Success is a growth driver; a growth engine. Customer Success is not just about retaining customers. How to Develop a Customer Success Strategy.

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

Intercom, Inc.

JANUARY 18, 2023

Liam Geraghty: You mentioned earlier about having the recording studio in Simply, and that got me thinking about your company culture. What effect does that culture have on your customer experience or the learner experience, as you call it? Liran Biderman: Simply have a very unique company culture.

Scale 205

Scale Education Technology VP of Engineering 205

SaaStr

OCTOBER 25, 2019

We have a customer engagement organization that encompasses all of our customer facing teams. So as a part of this organization we have sales, we have DBRs, we have customer success, we have customer experimentation, and we have customer support. Jason Lemkin: Did you have to drive that change?

Sales Hiring 110

Sales Hiring Sales Recruiting Scale Underperforming Technical Team 110