SmartKarrot

SEPTEMBER 12, 2022

Ensure the timely and successful delivery of the products and services according to needs and objectives. Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the platform, and unlock the benefits of doing so. Apply here: [link].

Customer Success 19

Customer Success Scale SMB Technical Review 19

SmartKarrot

FEBRUARY 20, 2023

Role: Director of Customer Success Location: United States (Remote) Organization: Muck Rack As a Director of Customer Success you’ll drive the greatest level of value, adoption, health, and retention for our current customers by leading the Customer Success team.

Customer Success 19

Customer Success Scale Communication Technical Review 19

SmartKarrot

JANUARY 3, 2023

Director of Customer Success Location: Remote, United States Organization: ABC Fitness Solutions As a Sr. Director of Customer Success, you will build a world-class Customer Success team. Deliver world-class customer success processes for both SMB and Enterprise customers that scale.

Outsourcing Services 19

Outsourcing Services Customer Success Outsourced Development Scale 19

SmartKarrot

NOVEMBER 29, 2021

Role: Head of Customer Success Location: New York, NY, US (Hybrid) Organization: Pinecone As a Head of Customer Success, you will hire, train, and manage a high-performing customer success team including pre-sales, post-sales, and professional services. calling non-responsive customers).

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

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

OpenView Labs

MAY 8, 2019

So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. When it’s done well, this model deepens your customer’s engagement while empowering your Customer Service Managers (CSMs) to provide much greater value to all of their accounts.

Customer Success 56

Customer Success Scale Entertainment SMB 56

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 124

Scale SaaS Payments Sales Recruiting Payment Services 124

SaaStr

MARCH 1, 2019

How does this differ when comparing enterprise to SMB? How does this differ when comparing SMB to enterprise? Is it fair to always surmise that when serving SMB one will always have a higher rate of churn? How does this differ when comparing SMB to enterprise? What are the dangers there? How do you think about this?

Scale 113

Scale SMB Sales Recruiting Sales Hiring 113

SmartKarrot

JANUARY 5, 2022

Thanks to the untiring zeal of its passionate community, Customer Success has grown to become the phenomenal force that it is today. Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Lincoln Murphy.

VP of Engineering 23

VP of Engineering Customer Success Scale Technical Review 23

Sales Hacker

FEBRUARY 2, 2021

SMB Sales vs Enterprise Sales Process. Companies often use this model with specialized products with high price points and usually require more training and customer support. Support : Is there access to customer support 24/7? SMB Sales vs Enterprise Sales Process. What Is Enterprise Level Sales?

Scale 96

Scale Enterprise Marketing Sales 96

SmartKarrot

MAY 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention. 25-35 accounts). Apply here: [link].

Customer Success 10

Customer Success SMB Retention Engineering 10

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

SmartKarrot

NOVEMBER 23, 2020

Role: Director of Customer Success – 100% remote Location: Remote, United Kingdom Organization: WORK180 As a director of Customer Success, you will identify and implement short and long-term strategies for client retention and growth. Works with the Account Managers to develop an overall account plan.

Customer Success 10

Customer Success Technical Support Leadership SMB 10

SmartKarrot

OCTOBER 23, 2020

Role: Director, Customer Success Location: Boston, MA, US Organization: Carbonite In this role, you will be responsible for driving strategy and success across the Americas Customer Success team. Drive business outcomes for customers helping them realize ROI on Solutions and services.

Outsourcing Services 10

Outsourcing Services Customer Success Outsourced Development Scale 10

SmartKarrot

JUNE 5, 2020

Role: Customer Success Manager Location: Remote, US Organization: Ivanti Customer Success Manager is responsible for nurturing the relationship, so the customer sees IVANTI as a strategic partnership for their business. You will be responsible for driving adoption, retention, and expansion.

Customer Success 10

Customer Success SMB Retention Mobile 10

SmartKarrot

NOVEMBER 18, 2020

Role: Director, Customer Success Location: Toronto, Ontario, Canada Organization: Book4Time Inc. As a Director of Customer Success, you will assume direct responsibility for a handful of extremely strategic customers in providing a white-glove level of Customer Success. Ensure Smartly.io

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

Intercom, Inc.

JULY 11, 2019

Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. How do you guys think about communicating the ROI of customer support?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Hitenism

DECEMBER 26, 2016

SMB-focused companies often find growth by going upmarket. To compete in today’s reality your SaaS company has to be customer-driven, and that should start with the CEO so it spreads fast throughout the company. Drip , 9 Customer Success Emails Your SaaS Needs to Be Sending. Sales has become a saturated channel.

Scale 152

Scale SaaS Marketplace as a Service SMB 152

Sales Hacker

JULY 21, 2021

That thing reps do where they call every lead every day until the customer finally picks up the phone? For Sue Singh , Customer Success and Project Manager at NextBee, strategy makes her want to say: “Nah, I just spent the last few hours wasting my time or twiddling my thumbs.”.

Sales Hiring 125

Sales Hiring Underperforming Technical Team Sales Sales Enablement 125

SaaStr

OCTOBER 15, 2019

Unlike when selling into SMB businesses that kind of can go from a demo, to a conversion, to a close in a matter of days, enterprise sales is a lot more complicated and it’s hard to navigate through. So as Lauren sort of alluded to, we started by focusing on SMB’s. It’s not going to work. Thanks Allie.

Underperforming Technical Team 147

Underperforming Technical Team Sales Hiring compliance SMB 147

SaaStr

JULY 2, 2019

Early days we had an accounts team, and the accounts team would work out of Zendesk, not Salesforce, so it was almost like an extension of customer support. Dannie : The way we specialized is we segmented, so SMB originally, enterprise, large enterprise. Kevin : As Dannie said, we’re looking after the customers.

Enterprise 141

Enterprise Scale Sales Hiring SMB 141

SaaStr

JUNE 16, 2020

Companies were very focused on customer success, retaining existing customers just checking in, seeing how customers were doing, assessing the health of the business, assessing the health of their own employees, really focusing on upsell, closing existing deals, and not as much focusing on top of the funnel.

Sales Hiring 155

Sales Hiring Scale SaaS Payments Payment Services 155

SaaStr

OCTOBER 31, 2019

Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. SMB businesses just go out of business much more frequently, and so their gross retention numbers are going to be lower. Invest in customer success. I’d say track retention.

Cloud 100

Cloud Scale AWS Machine Learning 100

User Pilot

FEBRUARY 28, 2023

The latter enables non-technical team members to provide amazing customer experiences. No-code growth lowers your CAC, reduces operational, customer success, and customer support costs, and increases customer satisfaction. Big kudos to the Customer Support and Customer Success Team.

Software Review 52

Software Review Technical Review Onboarding Pricing 52

SaaStr

MARCH 27, 2019

I think for me one of the biggest realizations for me, we were a mid market company, right, we grew up in SMB. When I started at Salesforce, we were SMB mid market, right, that’s really where we lived. So this really came to me, at one point at Salesforce I ran our low end customer support application, it was called Desk.

Scale 127

Scale VP of Engineering Mobile Scaling 127

SaaStr

JANUARY 3, 2020

How does this differ when comparing enterprise to SMB? How does this differ when comparing SMB to enterprise? Is it fair to always surmise that when serving SMB one will always have a higher rate of churn? How does this differ when comparing SMB to enterprise? What are the dangers there? How do you think about this?

SMB 26

SMB Sales Recruiting Sales Hiring Scale 26

User Pilot

FEBRUARY 27, 2023

No-code growth can help reduce CAC, lower customer support and success costs, and generate higher customer satisfaction. Product-led growth may be a bit of a buzzword, but achieving no-code growth is particularly important for SaaS companies with low ACV, freemium models , and generally those in the SMB sector.

Software Review 52

Software Review Onboarding Technical Review Pricing 52

User Pilot

FEBRUARY 21, 2023

No-code growth allows SaaS companies to massively reduce their CAC , operational costs, customer support, and success costs while boosting customer satisfaction. This would be helpful information to hand over to other teams like Customer Success. Big kudos to the Customer Support and Customer Success Team.

Software Review 52

Software Review Technical Review Onboarding Mobile 52

yoursales

JANUARY 29, 2021

Salesforce.com – The Customer Success Platform To Grow Your Business. Salesforce.com – The Customer Success Platform To Grow Your Business. Mimiran – More Leads and More Deals for SMB Services Business. Odoo - The real customer. Mimiran – More Leads and More Deals for SMB Services Business.

Scale 104

Scale Payment Methods Payment Solutions Sales Recruiting 104

Intercom, Inc.

JUNE 23, 2022

What does the state of software buying from SMB to enterprise look like now? Even using something like Intercom, you might have a whole wide range of people from marketing to IT, to sales, to customer success involved in this. We’re now halfway through 2022. So why is it happening faster?

Software Review 118

Software Review Trends Software Marketplace as a Service 118

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

Intercom, Inc.

SEPTEMBER 8, 2021

And that’s because Webflow, even though it’s been around since 2012, it’s all been really driven by the self-serve organic motion that is of course layered on with great customer support and customer service, marketing, amazing product. And we’re seeing a ton of success with it. Maggie: Huge!

Scale 118

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 118

User Pilot

FEBRUARY 21, 2023

No-code growth allows SaaS companies to massively reduce their CAC , operational costs, customer support, and success costs while boosting customer satisfaction. This would be helpful information to hand over to other teams like Customer Success. Userpilot sits in that sweet spot. – Saurav S.

Software Review 52

Software Review Onboarding Technical Review Underperforming Technical Team 52

User Pilot

FEBRUARY 21, 2023

No-code growth allows SaaS companies to massively reduce their CAC , operational costs, customer support, and success costs while boosting customer satisfaction. This would be helpful information to hand over to other teams like Customer Success. Userpilot sits in that sweet spot. – Saurav S.

Software Review 52

Software Review Onboarding Technical Review Mobile 52

User Pilot

FEBRUARY 21, 2023

No-code growth allows SaaS companies to massively reduce their CAC , operational costs, customer support, and success costs while boosting customer satisfaction. This would be helpful information to hand over to other teams like Customer Success. Userpilot sits in that sweet spot. – Saurav S.

Software Review 52

Software Review Technical Review Onboarding Underperforming Technical Team 52

Intercom, Inc.

JUNE 6, 2019

It’s sort of the natural progression of DM’ing the airline account because you know that the community manager behind that account has infinitely more access and is much more responsive than trying to go through the customer support channels. Intercom really unlocked the ability to showcase things.

Scale 190

Scale Branding Underperforming Technical Team Enterprise 190