Dear SaaStr: Who Should Our First Head of Customer Success Report To?


Q: Who Should Our First Head of Customer Success Report To? Ah, who should Customer Success report to. So usually, she can easily also manage Customer Success as well as all her reps. Keep the customers happy, and in the end, all is good.

7 Top Trends in Customer Success to Learn From, and Maybe Emulate


Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. I love having NRR be the #1 metric for Customer Success.


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Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved


If a sales rep closed a deal, A customer success manager should take it over. An open question around smaller customers is how do you staff up Customer Success for them — if at all. Can you afford to do customer success there?

Join Team SaaStr in Customer Success!!


We’re hiring for several roles for our tiny but might team at SaaStr, but our top priority is really professionalizing customer and account success by bringing on a great seasoned customer success leader. Experience: 2-10 years making customers happier in some role.

The Modern Customer Success Playbook

The evolution of every high-functioning, effective customer success strategy centers around three C’s: connected experiences, an engaging customer journey, and a culture built on customer-centricity. Satisfaction won’t cut it. Quarterbacking your customers to long-term success and growth is proven to combat churn and transform customer success teams into revenue-drivers. But where do you start? Download the playbook today!

Dear SaaStr: Who Should I Hire First to Get Customer Success Going?


Q: Dear SaaStr: Who Should I Hire First to Get My Customer Success Function Going? I don’t mean a true VP of Customer Success in the early days of revenues … you’re not ready for that yet. you believe in and would trust with your hard-won customers.

Why I Usually (Not Always) Prefer Customer Success to Report to the CEO


Ah, who should Customer Success report to? So usually, she can easily also manage Customer Success as well as all her reps. And Sales and Customer Success are of course connected. Your VP of Sales may know better how to manage customer success than you do.

SaaS Customer Success Tips

SaaS Metrics

Today’s SaaS companies need to consider many aspects of their business when creating and measuring success. As a result, SaaS Operations customer success 2021 customer success saas saas customer success software customer success

From the Desk of Totango: How to Scale Customer Success For Growth With Totango and Zoom


After a year of rapid digital acceleration, many SaaS companies grappled with high volumes of new customers. Latest Customer Learnings From New Research. Today’s Critical Challenges For Customer Success . Who is Involved in Customer Success?

5 Best Practices for Hiring a Customer Success Manager


Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. This can determine whether customers renew or churn and whether they become loyal ambassadors for your brand. Customer Success

New Study: 2018 State of Embedded Analytics Report

To survive and thrive, intelligence needs to be pervasively integrated into the entire customer journey, operations, products, and. Customer success, not field sales, drove the most revenue. Of course, growth isn’t the only important measure of company success.

How to Scale Customer Success Operations


For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success.

Customer Success Plans Promote Client Satisfaction


Customer success plans provide you with a powerful tool to help clients achieve their goals. With your product, they feel more satisfied with your brand, positioning your own business for success as well. What Is a Customer Success Plan? Customer Success

5 Tips for Building a World-Class Customer Success Team


The COVID-19 pandemic created a new sense of urgency around protecting and nurturing customers by highlighting the fact that customers truly are the core of every business. And in this customer-centered economy, your customer success (CS) team is invaluable.

Understanding Customer Success: Growth Driven by the Customer-Centered Economy


Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Increase Customer Retention.

The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Too often, organizations and their CX experts only look at the company's relationship with the customer to look for improvement. While it's essential to creating the perfect customer journey, it's only one aspect. It's time to look within: your employees' relationships with each other, and with the company. This webinar will provide you with strategic tools that can be used to raise the bar of service throughout your organization.

What Is Customer Success?


An enterprise cannot survive without satisfied customers to support it. This has always been true, but never has it been more true than in the era of customer-centricity that we now live in. The question is, what is customer success? What Is Customer Success?

9 Questions To Ask Candidates for Your First Head of Customer Success


The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” Tell me about the top 3 customers you lost.

Q4 Customer Success: Renewals and Retention Process


It has become just as important, in the SaaS industry particularly, to work to keep existing customers as it is to chase down new leads. Customer retention and renewal are now crucial pieces of business growth. Conduct Preliminary Customer Success Renewal Research.

Artificial Intelligence in Customer Success: Emergence and Outlook


Artificial intelligence in customer success is no longer an innovation but an established best practice. AI has changed the way customer success is defined, placing a digital-first approach at the forefront of CS management. Customer Success

The 1 Simple Test to Know if You’ve Hired a Real VP of Product or Customer Success … Or Not


The first thing he did was meet in person or on a web conference with our Top 20 customers. I thought I knew what they all thought (our top 20 customers) anyway. Later I realized it’s what all the great product leaders, and customer success leaders, do as Job #1 when they join.

Customer Success Capacity Planning


How many Customer Success Managers (CSMs) do we need to give our customers their Appropriate Experience (AX)? What happens if a bunch of customers upgrade? Is our Customer Success Management team too big? CSM Customer-facing Hours. Number of Customers.

Google Search Trends for “Customer Success”


Of course, those of us in the Customer Success industry know that CS has become a very popular practice, department, and role specifically over the last 5-6 years, but what does this growing interest in the topic really look like? customer success manager.

Getting Started with a Customer Success Program at Lucid


As part of the roll-out of their new customer success program, Lucid wanted to focus on how to manage and engage their key stakeholders. However, an important aspect of any new customer success program is managing your internal stakeholders. .

Find the Right Customer Success Platform with our Scorecard Template


Choosing a Customer Success platform for your business is also a major decision and one that should not be taken lightly. How to Use the Customer Success Platform Evaluation Scorecard Template. Customer 360. Customer Retention. Customer Journey Orchestration.

6 Essentials when Selecting Customer Success Tools


Customer success tools can help you increase your revenue by promoting client satisfaction and retention. Here are six essential features to look when selecting customer success tools. Customer success tools don’t work in isolation. Customer Health Scoring.

Aligning SaaS Customer Success

Chaotic Flow

SaaS businesses develop intimate, long term relationships with their SaaS customers. If they don’t keep their customers around for years, then all that capital invested in customer acquisition will have gone to waste. This is the third post in a series that explores the importance of SaaS customer alignment across the SaaS customer lifecycle. It is typical in B2B software for customer acquisition to eat up 50% or more of total costs.

Getting Customer Success Comfortable with Sales Conversations


When asked to sell to customers, Customer Success Managers (CSMs) are often scared of coming off as too pushy or getting a “no.” If your customer can benefit from a product upgrade or feature upsell, then it’s your duty to make your customer aware of the opportunity.

Customer Success: Roles Within a B2B Enterprise


When customers succeed using your product, your enterprise succeeds. To accomplish that, you need a well-structured customer success team with clearly defined roles within the company. Thinking Critically About Customer Success Roles.

10 Scalable Ways to Improve SaaS Customer Success


“Do customer success” is the startup equivalent of “eat less and exercise.” Of course, you’d like to talk to each individual customer and make them successful. But dedicated customer success teams are a privilege of bigger SaaS companies.

Understanding the Customer Success Team Structure


The success of an enterprise depends more than ever on the Customer Success (CS) team. A CS team’s primary purpose is to build, maintain, and optimize lasting customer relationships by helping them fulfill and even exceed their own business goals. Head of Customer Success.

Playbooks for Customer Success Promote Satisfied Clients


When your product directly helps your customers achieve their goals, your brand wins their loyalty. Playbooks for customer success managers help drive processes that promote winning client outcomes. What Is a Customer Success Playbook? Customer Success Automation

Solving the number-one blind spot in customer success


The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). But baked into that promise is a catch: your revenue needs to actually recur in order to make servicing and supporting your customers worthwhile. The Customer Success Paradox.

Why a Customer Success Plan Is the Best Thing You Can Do for Your Customer Relationship


A key component of creating customer success is working with your customer to identify and organize mutual goals into a standardized customer success plan. How to Create and Leverage an Outcome Success Plan. Share your plan with customers.

The Top 5 Customer Success Manager Best Practices


Customer Success Managers (CSMs) work hard to provide the best customer experience possible by prioritizing customer needs and helping them throughout the customer journey. They monitor the customer experience and their achievement of value.

Customer Success vs. Customer Support: What Are the Differences?


Customer success vs. customer support: although these two terms appear similar, they actually refer to two different, yet complementary, functions within a company. Customer Success vs. Customer Support: How They Differ and How They Intersect.

How Customer Success Technology Tackles the Top 7 CS Challenges


Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. In uncertain times, however, it is difficult to predict customer behavior or anticipate future needs. Customer Success Challenges.

What’s the Difference Between Customer Success and Customer Experience?


The rise of the customer-centered economy has created an urgency among enterprises to keep customers happy at all costs. It has never been easier for unhappy customers to churn. Value leads to sustainable growth for both you and your customers.

Rules of Engagement for Customer Success and Sales: Considerations and Examples


By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Customer comfortability and experience. Customer Success Manager capacity. Churned Customers. Opt-Out Customers.

Customer Success Team Accountability Gets You Closer to Your Goals


Customer Success team accountability isn’t something you just worry about figuring out later once your CS team is up and running. In order to nurture this growth, customer success teams must have improved visibility to monitor progress and review customer insights.