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Your Customer Success Team Probably Really Are Just Gap Fillers

SaaStr

A gap opens up when: – Sales abandons the customer the moment deal is closed – Support too reactive & slow to solve real issues – Deployment harder than should be. What I mean is, with most SaaS companies, there’s just a huge customer workflow break.

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Customer Success Is A Single Digit Hire

SaaStr

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. To hire in customer success.

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What is customer success?

Intercom, Inc.

Customer success is a business effort to help your customers achieve their objectives. . As the name implies, customer success involves working with your customer to discover how your products and/or services can best empower them to reach their goals and objectives. .

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Sales Often Really Doesn’t Understand Customer Success

SaaStr

I remember about 24 months back I asked one of the very best VPs of Sales I know to help me find a VP of Customer Success. And he said to me, “You know I don’t really know that much about Customer Success.” Blog Posts Customer Success Growth Hiring

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Should Customer Marketing Align with Customer Success?

With outcomes and metrics that align directly, find out why customer success should be the foundation of a customer marketing strategy. Download the free ebook now!

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Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from ChurnZero

SaaStr

So ChurnZero put out a great new report surveying 1,037 customer success professionals. 34% of CS Teams Have a Veto on Bad-Fit Customers. 58% of SaaS companies surveyed have a real Customer Marketing function. More on Customer Marketing here.

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How Customer Success Generates Revenue

Predictable Revenue

Leah Chaney joins the Predictable Revenue podcast to discuss why customer success needs to work with outbound sales and be given a seat at the revenue table. The post How Customer Success Generates Revenue appeared first on Predictable Revenue.

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Revenue Alignment: How to Pull Marketing, Sales, and Customer Success Together with Divvy CRO Sterling Snow (Pod 628 + Video)

SaaStr

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.

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Customer Success Qualified Lead: What Is a CSQL & How To Use It To Drive Revenue Growth?

User Pilot

Have you ever used Customer Success Qualified Lead (CSQL) to drive product growth and increase your revenue? In this article, we’ll go over what a know what customer-qualified lead is, why it’s important to track them and how can this help increase revenue.

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All You Need to Know About Customer Success OKRs [+ Examples]

User Pilot

Wondering what customer success OKRs are and how they can help your customer success team flourish? With OKRs, you can develop clear strategies to promote product growth and effectively communicate them to your customer success teams.

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Why Product Led Growth is a Customer Success Responsibility

Product Led Growth is fast become a leading business driver in the SaaS world. Find out why your organization should be implementing a product-led growth strategy today, and why customer success should lead it. Download this eBook to learn more!

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Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)

SaaStr

SaaS businesses are discovering that customers choose and recommend them based not on flashy marketing or super fancy product features but on the experience of engaging with the company and the value it delivers. What is customer success, and how has it evolved?

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

SaaStr

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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The Earlier, the Better: How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)

SaaStr

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future.

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Join Team SaaStr in Customer Success!!

SaaStr

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.

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A Strategic Guide to Community Gamification

Does creating engaged customers and impacting CS objectives sound interesting? Learn more about how gamification can help your customer success team in our free eBook.

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5 Top Customer Success Talks at SaaStr Annual 2021

SaaStr

Getting customer success right is one of the most powerful levers in SaaS: Upsell + expansion with existing customers costs 62% less than acquiring new customers ($0.63 new customer CAC, per KeyBanc 2021 Private SaaS Company Survey ).

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

SaaStr

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?

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The $2 Million Dollar Man/Woman: How to Think About Scaling Your Customer Success Team

SaaStr

E.g., Sales +Marketing Expenses < First Year ACV = Success ? And even in the enterprise, losing one big customer can swamp you here in the early days. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR.

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

SaaStr

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.

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CCO + CMO: A Winning Partnership for Accelerated CX Growth

Find out how collaboration between a CMO and CCO can enhance the customer experience and drive business growth in this new ebook.

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10 Things Changing Now in the World of Customer Success with Gainsight CEO Nick Mehta (Pod 529 + Video)

SaaStr

What does success look like for your customers? . The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow.

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The top books every Customer Success Manager should read

Intercom, Inc.

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. But what does all this really mean, and how will it help us help our customers be more successful? Sales Support books customer success

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How Product and Customer Success Can Empower Customers of any Size with Dataiku (Video)

SaaStr

No matter whether your business has two clients or two thousand, you want to give them the best customer experience possible. Their success as a business has been grounded in how they prioritize the success of their customers. Our customers loved it.

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Your Customer Success Team. Hire Early. And No Squishy Goals — It’s All About the Numbers.

SaaStr

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine.

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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. Find out how to transform customer success teams into revenue-drivers by downloading the playbook today!

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Why NRR is Probably The Wrong Core Metric for Your Customer Success Team

SaaStr

Especially after interviewing 50+ customer success managers over the past few years. I recently asked a mid-level CS rep how many of his customers showed up to his QBRs. Lost a few customers? But it’s often still a murky goal, as much influenced by sales as success.

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Customer Success Playbook Tips: Five Proven Tactics

Totango

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks.

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

SaaStr

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.

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How customer success teams drive value through collaboration

Totango

And of course, customers can easily cancel the very second they become dissatisfied, lose interest, or feel they aren’t getting the value they expected. . Naturally, short-notice or no-penalty cancellations also greatly increase the risk of customer churn. Customer Success

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The State of Customer Success Pt. 1

"The State of Success: Part 1" eBook covers 3 predictions for the coming year for Customer Success. We talked with Customer Success leaders from companies such as Oracle, US Bank, Client Success and more! Do these predictions align with your plans for the coming year? Download to find out!

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

SaaStr

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.

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Customer Success Capacity Planning

SixteenVentures

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.

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The Cutting Edge in Customer Success: 7 Learnings With Nick Mehta and Jason Lemkin

SaaStr

The other day Nick Mehta CEO of Gainsight invited me to talk about the latest trends in Customer Success. From Box to Datadog, NRR is highest when your larger customers love you so much, they buy 2+ products from you. Blog Posts Customer Success

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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

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The Ultimate Guide to Customer Success in SaaS

The SaaS model, which runs on recurring revenue, needs Customer Success to survive. In this guide, we distill the vast learnings, expertise, and experience that our team of CS professionals have amassed over a decade of working in the industry.

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

SaaStr

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?

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How to Structure Your Customer Success Team

Totango

What makes a sports team successful? Having the right members and the right structure is key to the success of any team – whether that team is on a field or in a conference room. Who Makes Up a Customer Success Team? How is a Customer Success Team Structured?

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Mythbuster monthly: Customer Success Manager coverage ratio

ChurnZero

When times change, Customer Success changes with them. Most Customer Success myths stem from the early days when our industry was in its infancy. Mythbuster monthly is a ChurnZero series dedicated to laying those common Customer Success misconceptions to rest.

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Customer Success Metrics That Matter to Investors 

SaaSOptics

We partnered with Fulcrum Equity Partners to get the inside scoop from investors on which customer success metrics they look for and why

Metrics 191
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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

In this session, Hannah Chaplin and Rebecca Notté will detail the challenges of managing feedback between product and customer success teams and share their best practices on how to combat these challenges.