SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. If the metrics are heading in the wrong direction, slow down. A company’s values sit at the heart of its mission. That doesn’t make them bad people.

Underperforming Technical Team 41

Underperforming Technical Team Business Scale Business Model 41

Intercom, Inc.

MARCH 15, 2018

Will Larson has managed infrastructure teams for some of the biggest names in software. Partnering with the Infrastructure, Data and Developer Productivity teams, his group builds the tools that support every Stripe engineer and keep Stripe reliable and performant. Today he’s leading Foundation Engineering at Stripe.

Engineering 214

Engineering Management Merchant Services DevOps as a Service 214

SaaStr

APRIL 17, 2019

Prior to Harness, Stephen was VP of Marketing at Glassdoor, managing a team of 52 in product marketing, helping grow B2B revenue from $19m to $90m in just 2 years, leading to their $1.2Bn acquisition. Steve has previously said, “Sales and marketing must be one team.” What does this mean for the processes used by marketing teams?

DevOps as a Service 100

DevOps as a Service Sales Recruiting Scale Sales Hiring 100

SaaStr

JULY 20, 2021

The session that I’m talking about is basically about the board dynamic and about how to survive this valley of death and bring not just yourself and your team but your extended team, including your board, across that until you cross the $1 million mark, and then the $10 million mark and keep going beyond. There we go.

Underperforming Technical Team 239

Underperforming Technical Team Sales Hiring AWS Business Model 239

SaaStr

APRIL 16, 2020

In Today’s Episode We Discuss: * How Carolyn made her way across the pond from Head of US Communications at Orange to GM of Method in SF to then playing a key role in the marketing team at PagerDuty? * How does Carolyn think startups and larger companies can replace the leads that are lost from having no events in a COVID-19 world?

Scale 179

Scale Underperforming Technical Team Leadership Branding 179

Upscope

JUNE 9, 2021

A couple of them our team did. I thought I was the only one who feel this way.the anxiety, the metrics issue, feeling insufficient after training.I This is so trIue because I'm currently working at a call center and feel trapped, emotionally unstable, weak , I'm driving myself crazy and I don't want to talk to anyone.

Payment Methods 52

Payment Methods Management Underperforming Technical Team Sales Hiring 52

SaaStr

JANUARY 10, 2020

Prior to Crossbeam, Bob founded Stitched, a powerful ETL service built for developers that was acquired by Talend in 2018. Before that Bob co-founded RJ Metrics, where he built a global base of online retailers leading to their acquisition by Magento Commerce in 2016. What were the core mistakes that he made with RJ Metrics?

Sales Hiring 131

Sales Hiring Scale Outsourcing Services CTO Hire 131

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

DECEMBER 3, 2020

In Today’s Episode We Discuss: * How Sam made his way into the world of SaaS with Dropbox and how that led to his leading the sales and success team today @ Loom. What was Sam’s biggest lesson from scaling the sales team at Dropbox? Sam Taylor: And so, I joined as a sales development rep at Salesforce, best move I ever made.

Scale 171

Scale Sales Hiring Sales Recruiting Sales 171

ChurnZero

OCTOBER 4, 2019

Sam has over 16 years of experience in consulting, product management, and leading customer success teams. Bloomfire allows teams to improve productivity and customer centricity by creating a self-service knowledge base. If implemented well, it will have mutually beneficial outcomes for the company and customers.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

SaaStr

MAY 31, 2019

How can one prevent their customer support team from being a wall of protection for the product and eng team? Stripe recently announced their 5th office would be… “remote”, so how does Parker feel about the building of remote teams? What are the most important things when establishing your first remote team?

VP of Engineering 132

VP of Engineering Sales Hiring Scale Systems Review 132

Chargify

APRIL 23, 2019

Establishing/implementing metrics and analytics**. We should note that utilizing Sean Ellis’s product/market fit survey, NPS (net promoter score), and activation and retention rates are important elements of implementing metrics and analytics. Later they expanded to serve a larger population of developers as they scaled.”.

Scale 74

Scale SaaS Payments Scaling Payment Services 74

SaaStr

MAY 23, 2019

Do I have the right team? And also because some people are good at different phases of the company. And just because someone was a right member of the team last year doesn’t mean they’re a right member of the team next year. So second question, do I have the right team? But your team needs to be full.

Sales Hiring 116

Sales Hiring Underperforming Technical Team Scale Startup 116

SaaStr

MAY 15, 2020

Why does Bridget believe the best starting point for customer success is “company culture and value”? How does company culture impact the quality of customer success? Where do most teams go wrong in implementing the role out of their CS strategy? Is there a customer success playbook that I have to develop?

Sales Hiring 194

Sales Hiring Scale Technical Review Outsourcing Services 194

Totango

JULY 1, 2022

One of the most important loyalty metrics is the Net Promoter Score (NPS) , which uses a scale of 0 to 10 to measure a customer’s willingness to recommend a company, product, or service to a friend or colleague. Other important loyalty metrics include subscription renewal rate , churn rate, upsell rate, and customer lifetime value.

B2B 107

B2B B2C Underperforming Technical Team Business 107

SaaStr

OCTOBER 22, 2020

As for Ryan, he has spent an incredible 9 years at Okta in numerous different roles starting with running the product marketing team before moving to run the marketing team, leading to his promotion to CMO close to 5 years ago now. How does the structure of your marketing team need to change with the evolution?

Sales Hiring 166

Sales Hiring Scale Interviewing Technical Review 166

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 258

Scale Underperforming Technical Team Sales Hiring Engineering 258

SmartKarrot

JUNE 30, 2022

It is crucial to start by getting to know your new customer success team. Before taking action to prevent departures, you must meet with each team member and quickly assess the likelihood that they would leave and the potential harm that would result if they do. Have a consistent compensation model for customer success teams.

Acquisition 10

Acquisition Customer Success Technical Review Underperforming Technical Team 10

SaaStr

MARCH 6, 2020

And I think that all really came down to the way that Marc Benioff instituted planning process called the V2MOM process, which was about setting a big picture vision, setting values for your organization, and then the methods and the obstacles and the metrics that you need to lay out to achieve that. So it was a fabulous experience.

Scale 214

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 214

SaaStr

AUGUST 30, 2019

For those that do not know, HelloSign is the company reimagining how you approach your most important business agreements with their award-winning e-Sign solution. As for Whitney, she directly leads the organization’s go-to-market efforts, including sales, marketing, business development and customer operations.

Sales Hiring 132

Sales Hiring Scale Technical Advisors Underperforming Technical Team 132

SaaStock

FEBRUARY 14, 2019

The SaaStock team will be landing in São Paulo to run the region’s first Pan-Latin American SaaS conference, SaaStock LatAm. In 2010, he founded Influitive, which helps B2B companies employ brand advocates for faster growth and development. Talk: Panel on Best Practices of Hiring for Culture Creation.

Technical Review 207

Technical Review Scale Entrepreneurship Sales Hiring 207

SaaSOptics

MAY 6, 2022

To scale an early-stage company, you need to focus on the following core areas of your business: Financial Core —to create a streamlined quote-to-cash process. Customer Core —to maintain and develop customer relationships. Poor financial records are not something you can run away from. HR Core —to manage payroll and employees.

SaaS 76

SaaS Scale Underperforming Technical Team Forecasting 76

SaaStr

AUGUST 20, 2020

343: Kyle Parrish is the Head of Sales @ Figma, the company that helps teams create, test and ship better designs from start to finish. To date the company has raised over $132M in financing from some of the best in the business including Sequoia, a16z, Index, Greylock and Kleiner Perkins to name a few. What worked?

Sales Hiring 192

Sales Hiring Sales Recruiting Scale Technical Advisors 192

SaaStr

MARCH 12, 2019

And we’ve got this megaphone called social media, that every single customer can talk about a great product experience, and they can also talk about a bad one. For Slack, it was one that a team sends 2000 messages. We raised 30 million bucks, we can expand the team. I’ve worked with hundreds of teams on this.

Scale 207

Scale Sales Hiring Revenue VP of Engineering 207

SaaStr

FEBRUARY 28, 2020

As for Karl, prior to founding the company he spent 6 years at Google in some fascinating roles including Head of Patents, Head of Business Development in China and running Google’s energy investments. How does this requirement change as the company scales? Loving our podcast content? I think most of us do.

Sales Hiring 217

Sales Hiring Scale CTO Hire CTO Coach 217

SaaStr

APRIL 16, 2019

Building a hyper-growth company is hard anywhere, but building one outside the Bay Area comes with its own unique challenges. Learn how Pendo built a product, team, and culture in its Raleigh hometown that could scale coast-to-coast and continent-to-continent. You can have beer, you can have a transparent culture.

CTO Hire 156

CTO Hire Travel Underperforming Technical Team CTO Coach 156

SaaStr

OCTOBER 24, 2019

Jos White of Notion and Christian Lanng of Tradeshift team up to show you how to work within, and sometimes around, rules in the workplace. Join this discussion to learn how to maximize efficiency within your company. Because, market share is really number one metric. Work smarter, not harder. Want to see more content like this?

Payments 102

Payments Payment Features SaaS Payments Underperforming Technical Team 102

SaaStr

SEPTEMBER 6, 2019

263: Building a company made up of distributed teams presents a plethora of complex challenges that can derail productivity and impact employee retention. How to build an engineering team. I often get founders that say to me, our engineering team or our product team, they’re quite disconnected from the founders.

Sales Hiring 132

Sales Hiring Scale Underperforming Technical Team Software Review 132

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue. FULL TRANSCRIPT BELOW.

Sales Recruiting 254

Sales Recruiting Sales Hiring Scale Sales 254

SaaStr

NOVEMBER 21, 2020

I mean, if you were a Johnson & Johnson, or you were any of these large manufacturers, you had one person or a tiny little team on Amazon, and that was it. And I think that depends on, first and foremost, that you’ve got a healthy sales team, with healthy sales leadership, and a healthy sales process.

SaaS Payments 249

SaaS Payments Scale Payment Services Payment Solutions 249

SaaStr

DECEMBER 10, 2019

Bill Clerico : We kind of instantly became one of the best funded FinTech companies in the Valley. We grew our team by 50% this year, continuing to grow. A lot of companies show trillion dollar market sizes. So I think like anything it’s been good and bad. And I think our team has done that too.

Payment Services 133

Payment Services Merchant Services Payment Solutions Payments 133

Sixteen Ventures

DECEMBER 31, 2019

How to Develop a Customer Success Strategy. The Role of Customer Success in… Customer Development. Customer Success Goals: Cohorts, Metrics, and Prioritization. Stretch vs. Bad-Fit Customers. Bad Sales Handoffs Cause Customers to Ghost During Onboarding. The Cost of Bad Fit Customers: The $1.2M

Customer Success 136

Customer Success SaaS Payments Payment Solutions Payment Services 136

SaaStr

JULY 29, 2020

So we’re really proud of that and our whole team is really proud of that. And one thing that’s been really cool starting the company 10 years ago in an economic downturn to today, about six months ago Matthew and I and our team took the company public on the New York Stock Exchange.

Sales Hiring 167

Sales Hiring Outsourcing Services Scale Sales Recruiting 167