ChurnZero

FEBRUARY 17, 2021

Wondering what is top of mind for companies when it comes to Customer Success? Here are the top business challenges in descending order for Customer Success professionals according to TSIA, along with some recommend resources to help in each of those areas. TSIA Resource: The State of Customer Success: 2021.

Customer Success 78

Customer Success Technical Review Scale Sales Hiring 78

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

ChurnZero

JUNE 12, 2020

Following the trajectory of these more established functions, the next natural progression in Customer Success’ evolution is specialization. As Customer Success teams continue to mature, and their need to scale and automate grows , having their own operations roles will become evermore essential and prevalent.

Customer Success 80

Customer Success Scale Underperforming Technical Team Sales Hiring 80

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! This series of longer term wins is why I ultimately shifted my focus to Customer Success. This helps company leadership plan for growth.

Customer Success 98

Customer Success Sales Compensation Churn 98

CustomerSuccessBox

MAY 23, 2022

This is why it’s quite surprising to know that the profession of customer success specialist has been marked universally as a high-demand job profile. Read further to know how can you progress through the customer success career path. Additional Read: The key responsibilities of the Customer Success Manager.

Customer Success 52

Customer Success Scale Leadership Artificial Intelligence 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software Have you ever worked at a company where the Customer Success team had to beg for its own tools? I have a few tips to help you drive customer success software adoption that sticks. That’s okay. So how do we overcome this?

Customer Success 52

Customer Success Software Compensation Leadership 52

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

Tom Tunguz

MAY 14, 2014

Yesterday, I spoke on a panel at the Gainsight Pulse conference with Aaron Ross, the author of Predictable Revenue , Jason Lemkin of Storm Ventures who authors SaaStr , and Brian Stafford, a customer success expert from McKinsey. Customer success (CS) within SaaS startups is a relatively new idea.

Customer Success 100

Customer Success Startup Headcount Compensation 100

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

Customer Success 40

Customer Success Compensation Scale Leadership 40

ChurnZero

DECEMBER 20, 2019

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Vanessa Hannay , Director of Customer Success, Muck Rack . Making customers happy is no longer good enough. . . The year was 1909.

Customer Success 80

Customer Success Scale Technical Review Sales Hiring 80

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Scale Outsourced Development Systems Review 19

SmartKarrot

OCTOBER 11, 2022

Role: Director of Customer Success Location: Atlanta, GA, US Organization: hireneXus As a Director of Customer Success, you will optimize each portfolio company customer journey and experience, providing each with a professional and comprehensive Customer Journey Map.

Customer Success 19

Customer Success Technical Review Systems Review Outsourced Development 19

SmartKarrot

SEPTEMBER 29, 2022

Set overall vision for client success team and annual plan with GM of Corporate accounts, and review progress on a weekly, monthly, and quarterly basis. Apply here: [link] Role: Director, Customer Success Location: Chicago, IL, US Organization: Checkr, Inc.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

SmartKarrot

NOVEMBER 16, 2022

Role: Associate Director, Customer Success Location: Canberra, Australian Capital Territory, Australia Organization: Datacom As an Associate Director of Customer Success, you will have a Customer Focus– this role is supporting a large, complex customer. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Technical Review Outsourced Development Compensation 19

Valuize Consulting

AUGUST 24, 2021

While your Senior Leadership recognizes the importance of Net Dollar Retention, it’s much harder to communicate its criticality to your entire organization. Many Customer Success Managers (CSMs) are often left wondering; how is my job directly related to the performance of the company? Plan For Customer Success.

Retention 52

Retention Metrics Compensation Innovation 52

Valuize Consulting

AUGUST 24, 2021

While your Senior Leadership recognizes the importance of Net Dollar Retention, it’s much harder to communicate its criticality to your entire organization. Many Customer Success Managers (CSMs) are often left wondering; how is my job directly related to the performance of the company? Plan For Customer Success.

Retention 52

Retention Metrics Compensation Innovation 52

SmartKarrot

SEPTEMBER 9, 2022

Role: Vice President of Customer Success Location: Denver, CO, US Organization: SambaSafety As a Vice President of Customer Success, you will oversee four Customer Success (CS) teams that support different customer verticals and one CS Operations Analyst. Upsell and Cross Sell opportunities.

Sales Recruiting 19

Sales Recruiting Customer Success Technical Review Scale 19

Kellblog

OCTOBER 30, 2023

.” Optionally, offer compensation. Not everyone wants compensation. For others, it’s all about compensation. Ensure the compensation matches the problem: “I’m offering you a free day with our top guide on your next trip out.” Finally, thank the customer for their business.

Compensation 83

Compensation Technical Review Software Review Onboarding 83

SmartKarrot

NOVEMBER 24, 2021

Role: Vice President, Customer Success Location: Alpharetta, GA, US (On-site) Organization: Global Payments Inc. As a Vice President of Customer Success, you will be responsible for building and sustaining the strategic relationship with our customers and the revenue.

Customer Success 19

Customer Success Sales Hiring Payment Methods Payments 19

ChurnZero

JULY 2, 2020

Q: How do you tie employee compensation plans to the customer to promote customer-first behaviors or expectations? A: [Abby]: Compensation is a great way to make people care about a goal or task and stay focused on achieving it. Even if it is part of their compensation. There are variations in how that can work.

Compensation 98

Compensation Customer Success Engagement Churn 98

Sales Hacker

DECEMBER 9, 2022

Related: The New Growth Formula: Customer Success + Predictive Sales. When you overcomplicate the goal-setting process for sellers, it leads to missed revenue targets, costly multi-credits, increased seller turnover, and frustrated customers. Consider new territory rules that reflect changes in the market (and your business).

Scale 97

Scale Headcount Sales Forecasting 97

Valuize Consulting

NOVEMBER 9, 2021

To truly establish this customer-centric approach, you must unite your teams to create a cross-functional relationship that is based solely on understanding and delivering on the customers’ needs. Q: How did you get your Sales team to embrace the Customer Success team? They are a duo and the Sales team trusts their SE.

VP of Engineering 52

VP of Engineering Technical Advisors Compensation Cloud 52

InsightSquared

MARCH 6, 2018

Instead of behind-the-scenes sales support, sales ops now acts as a strategic partner for sales VPs and leadership. They’ll also drive your sales forecast and allow leadership to make data-driven, rather than gut-based, decisions. Quota and compensation planning. Eliminating silos and integrating the customer journey end-to-end.

Sales Recruiting 119

Sales Recruiting Scale Sales Hiring Sales 119

Sales Hacker

FEBRUARY 1, 2022

A better way to compensate instead of commission. Community, thought leadership, content marketing on social media, which is a function of demand gen. Why do you think it’s a bad form of compensation, and what’s your alternative proposal? What You’ll Learn. The problems with the SDR to sales handoff. We value you.

Sales 88

Sales Compensation B2B Social Media 88

Sales Hacker

SEPTEMBER 25, 2019

And those that do often struggle through the transition, leaving behind a churn of leadership and sales resources after every funding milestone. Business objectives and compensation: When you started your company, you must have had a vision and mission. Align compensation for long-term goals. Drop variable compensation.

SMB 73

SMB Enterprise Strategy Compensation 73

SmartKarrot

JULY 15, 2021

Role: Vice President of Customer Success Location: New York, NY, US Organization: 24 Seven Talent As a Vice President of Customer Success, you will work closely with the executive leadership team to develop and execute growth strategies for a subscription business. Focus on key SaaS revenue goals.

Customer Success 10

Customer Success Compensation Systems Review Leadership 10

SmartKarrot

APRIL 14, 2021

Role: VP, Customer Success – NW Market Location: Seattle, WA, US Organization: Certus As a VP of Customer Success, you will develop plans and strategies for developing business and achieving the company’s sales goals in the NW market. Create a culture of success and ongoing business and goal achievement.

Customer Success 10

Customer Success Outsourced Development Sales Hiring Technical Review 10

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

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The customer and the CSM cannot be spending undue time in a transacting motion for a couple of reasons: One, it’s not good for the relationship. Join us at SaaStr Annual 2020.

Retention 134

Retention VP of Engineering Sales Hiring Scale 134

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

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 197

Sales Recruiting Sales Hiring Scale Customer Success 197

Sixteen Ventures

NOVEMBER 8, 2018

Do this… Have one team dedicated to bringing in net new Good-fit customers and a different, separate team dedicated to growing the relationship with those successful customers. I mean, yes, they should know better as professionals (or even just grown adult humans), but most of the time it’s a leadership issue.

Underperforming Technical Team 58

Underperforming Technical Team Leadership Compensation Customer Success 58

Sales Hacker

MAY 26, 2021

In any sales organization, a sales rep has the primary relationship and responsibility to their customers. But a sales operations team will help with learning critical insights about a rep’s accounts, ensuring long-term customer success, and having a deep understanding of your customer base. Sales Operations Career Path.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

SmartKarrot

DECEMBER 16, 2020

Role: Vice President of Global Customer Success Location: Remote, United States Organization: Fourth As a Vice President of Customer Success, you will design, implement, and manage customer insight and sentiment programs, delivering churn and net retention planning, and driving bookings growth.

VP of Engineering 10

VP of Engineering Customer Success Compensation Forecasting 10

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. Do I Need More Than One Customer Health Score? Which CSMs have customers with the highest renewal rates?

Software Review 96

Software Review Systems Review Scale Underperforming Technical Team 96

Intercom, Inc.

APRIL 7, 2022

And that, according to Catherine Blackmore , was the dawn of customer success. Over the years, Catherine realized businesses need to meet customers at their level. In this episode, we sat down with Catherine to talk about the purpose of customer success and how to evolve the role to meet customers’ needs every step of the way.

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

Kellblog

JANUARY 3, 2022

It’s not because VCs like high compensation packages and dilution. Hire a few other staff like in functions like customer success, support, and services to support the team. With experienced leadership. The whole Silicon Valley model is about isolating and removing risk from the equation. ” [3].

Sales Hiring 126

Sales Hiring Scale Consulting Leadership 126