Sales Hacker

APRIL 19, 2022

In this article, I’ll outline the principles of compensation design , how to build sales compensation plans , and include resources to set OTEs and quotas that keep your reps happy and hungry for more. Why Sales Comp Planning is Key to Rep Retention. Who should be responsible for sales compensation planning?

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Compensation Sales Recruiting Sales Hiring Retention 86

Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CS compensation structures. 4 Factors to Consider in Your CS Compensation Plan. Let’s take a look at four important factors. .

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CustomerSuccessBox

JANUARY 10, 2022

Customer Success Manager job description: As a CSM (Customer Success Manager), your role is to maintain a good relationship and the satisfaction of your existing customers while developing the customer portfolio. Additional Resource – What is a Customer Success Manager.

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Totango

NOVEMBER 10, 2021

There is no one-size-fits-all formula for designing customer success compensation plans. Each company is unique and has different goals and KPIs in place that affect CSM compensation structures. 4 Factors to Consider in Your CSM Compensation Plan. Let’s take a look at four important factors. .

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Compensation Customer Success Revenue Churn 74

Tom Tunguz

JUNE 10, 2015

Compensation structures are one of the most interesting questions facing customer success organizations in software startups. How should customer success leaders structure their team’s compensation in order to align the objectives of individual customer success managers with those of the larger business?

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Tom Tunguz

MAY 12, 2015

At the Gainsight Pulse conference yesterday, I moderated a panel with Boaz Maor, VP of customer success at Mashery and Mike McKee, SVP of customer success and services at Rapid7. During the panel, both men described their path to building substantial customer success organizations at their respective companies.

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ChurnZero

SEPTEMBER 10, 2021

There are several different models of compensation plans , but not all can be guaranteed to produce the same results for your organization. We’ve found that, when looking to build a strong team of Customer Success Managers (CSMs), an incentive compensation plan, otherwise called a variable compensation plan, produces the best results.

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ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

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Customer Success Sales Recruiting Technical Review Compensation 98

SaaStr

SEPTEMBER 12, 2023

Believe It Or Not, It’s Time for Your First User Conference One thing that always works in marketing is bringing your customers and prospects together IRL. You Have to Train Sales Reps 3–10. You have to start formal sales training by rep #3. Your Customer Success Team. And you can start very small. Or they fail.

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Tom Tunguz

NOVEMBER 27, 2016

Many times startup teams ask how to compensate a sales team for renewals and upsells. SaaS companies benefit from great efficiencies when they market to their existing customer base. This figure is called the cost of customer acquisition (CAC) ratio. Sales Type Median CAC Ratio 25% Percentile CAC Ratio.

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Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.

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Sales Hiring Customer Success Scale Underperforming Technical Team 123

Tom Tunguz

MARCH 29, 2015

Like most things in a startup, a sales commission plan should evolve as the company scales. For example, as Mark Roberge, CRO of Hubspot, wrote in The Sales Acceleration Formula , Hubspot adopted three different sales compensation plans throughout its early evolution which embody the three key ingredients of a sales compensation plan.

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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! My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson.

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SaaStr

JUNE 12, 2022

There was one thing prospective sales reps would say in an interview that always chilled my spine. It would especially come from sales reps from larger companies in high-velocity in-bound environment (e.g., If you’re a SaaS sales rep with a $500k annual quota, doing $5k ACV deals … you have to close 100 deals a year.

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ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

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ChurnZero

OCTOBER 30, 2020

What’s Next For Customer Success? Top SaaS CEOs Talk Compensation, Automation, and Investors. No one knows what the future holds (as 2020 has made abundantly clear) but that didn’t stop us from asking top SaaS CEOs what’s next for Customer Success. Customer Success Compensation Catches Up to Sales.

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Customer Success Technical Review Systems Review Compensation 93

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

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Sales Hiring Customer Success Sales Recruiting Technical Review 90

SaaStr

JANUARY 3, 2023

Kate Ahlering, CRO at Calendly, shares how revenue operations are every CRO’s secret weapon to revolutionizing enterprise sales growth. . How customers come into the sales funnel, when, where, and how they’re engaged are becoming increasingly digitalized. Do you have a consensus on what the ideal customer profile is? .

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ChurnZero

APRIL 8, 2022

It’s the definitive Customer Success leadership summit. At other conferences, I have sometimes felt like I’m sitting through a sales pitch, and I didn’t feel like that in any of the sessions I attended at BIG RYG. It’s a sales-free safe space. Build and scale a Customer Success function from series A to C+.

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Customer Success Scale Leadership Compensation 98

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? The CSM perspective: how to encourage the adoption of Customer Success software. That’s okay. I have a few tips to help you drive adoption that sticks.

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Customer Success Software Compensation Leadership 98

SaaStr

JANUARY 24, 2019

As you scale your salesteam, unless you are very careful whom you hire and how you train them, incentives being what they are in variable compensation, some negative behavior will creep in. Clawback sales commission for customers that churn quickly. Tie bonuses to revenue and NPS, or even better, sales rep NPS.

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Scale Churn Sales Hiring Sales 219

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

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ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. 1: Is NPS a Customer Success metric? So many CEOs and CROs are searching for a singular metric to measure performance because they’re used to managing sales teams. Here’s why.

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Customer Success Technical Review Systems Review Metrics 97

SaaStr

NOVEMBER 30, 2023

Go-to-Market matters because sales and marketing spend remain the biggest proportion of SaaS spend, so honing in on that spend to build an engine and drive growth is paramount. According to ICONIQ’s data, many successful companies hit a growth plateau at around $15M ARR. Founders are still leading sales and are very good at it.

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Scale Sales Hiring Scaling Outsourced Development 215

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction?

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Customer Success Scale Customer Lifetime Value Compensation 95

SaaStr

MARCH 5, 2021

Flock Safety’s Founder and CEO, Garrett Langley, and its VP of Growth, Alex Latraverse, know a bit about sales. Enough to go from 0 to 100 sales reps in about 18 months — and they’re looking to be well beyond 100 by the end of this month. The three things that led to ramping up sales at Flock Safety were: Achieving product-market fit.

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Sales Recruiting Sales Hiring Scale Sales 164

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.

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Customer Success Technical Review Scale Sales Hiring 78

ChurnZero

JUNE 10, 2020

Enjoy this list of must-read Customer Success books. . . A veritable blueprint for success in the new membership economy, this book is a must-have for organizations of any size. Never Lose a Customer Again. The Startup’s Guide to Customer Success: How to Champion the Customer at Your Company.

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Customer Success Compensation Scale Customer Lifetime Value 69

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.

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Scale Customer Success Revenue Retention 97

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

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Customer Success Compensation Scale Onboarding 64

Sales Hacker

AUGUST 26, 2021

That’s how my friend Stacey describes the way sales compensation plans have changed over the last 15 years of her SaaS career. Why do sales compensation plans have to be so complex? Sales compensation was set up to ensure that reps are suitably rewarded for their performance. Ramp policy.

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Software Review Compensation Payment Features Underperforming Technical Team 95

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! CustomerSuccessBox. 16 Ventures.

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Customer Success Scale Technical Review AI Search 52

OpenView Labs

SEPTEMBER 8, 2021

That’s why top usage-based SaaS companies instill a customer success mindset across every team. The entire company needs to be set up to do what’s in the best interest of making sure customers are seeing value. Here’s what that means for Product, Marketing, Sales, Customer Success, Pricing, and Finance.

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Pricing Customer Success Scale Compensation 64

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.

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Customer Success Sales Hiring Headcount Scale 98

Tom Tunguz

JULY 30, 2014

Customer Success is a relatively new discipline in the Software-as-a-Service world. Consequently, there are many unanswered questions about how best to build and manage great Customer Success teams for SaaS companies. Last night, I attended a dinner with many heads of Customer Success from prominent valley SaaS companies.

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ChurnZero

JUNE 12, 2020

This is a guest post by Jason Conrad, Advisory Board Member of Customer Imperative. Today, you’d be hard-pressed to find a high-velocity Sales, Marketing, or Product team without a designated operations function. To find out if you’re prioritizing Customer Success productivity, let’s look at these common questions and answers.

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OpenView Labs

JANUARY 6, 2022

Welcome back to the final installment of our customer success series. As I have touched on in my prior posts, the customer success role has evolved in parallel with how software is adopted. For CS, that is the voice of the customer. Onboarding a new customer is a critical stage of the customer journey.

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