Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

Software Review 118

Software Review Trends Software Marketplace as a Service 118

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. “We deliver more than a Customer Success platform to our customers; we’re also their partners.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

SaaStr

NOVEMBER 6, 2019

Customers of category creators benefit from a company in the marketplace seeking to help them solve complex problems, get promoted and self-actualize in their own lives and career journeys. Over the years at Gainsight , we’ve spent a lot of time (and money) to help the world understand what Customer Success actually is.

Scale 110

Scale Sales Recruiting Marketplace as a Service Forecasting 110

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. Prospective customers have to be educated. Their names were Brian Chesky and Joe Gebbia, and they had just started Airbnb.

Scale 112

Scale Sales Recruiting Marketplace as a Service Sales Hiring 112

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

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. “We deliver more than a Customer Success platform to our customers; we’re also their partners.

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

SmartKarrot

JULY 16, 2021

Role: Director of Customer Success Location: Remote, San Francisco Bay Area Organization: OpenComp As a Director of Customer Success, you will build a global customer success organization to support customers from onboarding, activation, and training through to long-term multi-stage renewal and expansions projects.

Customer Success 10

Customer Success Healthcare Consulting Marketplace as a Service 10

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

Neil Patel

APRIL 20, 2021

Until that happens, you’ll find it difficult to sell your actual products or services. Your responsibility is to educate others’ human minds as you convey your brand’s core message. Learning how to sell yourself first is critical to your success. how do you stand out from the crowd? Sell the benefits, not the features.

Sales 137

Sales Outsourcing Services Marketplace as a Service Underperforming Technical Team 137

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Escalate issues/cases to the Customer Success Director when needed.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

SmartKarrot

JULY 5, 2021

Role: Director, Customer Success (Federal) Location: Arlington, VA, US Organization: Decision Lens As a Director of Customer Success, you will manage the Federal customer success team through recognition, training, mentoring, feedback and goal-setting.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

Valuize Consulting

MARCH 24, 2022

As the Customer Success domain has exploded and earned a seat at the table, the concept of customer value has become ubiquitous in the B2B technology industry. Every C-Suite leader understands, or is asking about, how to optimize creating, delivering and defining customer value across the customer journey.

Revenue 52

Revenue Scale Marketplace as a Service Customer Success 52

SmartKarrot

APRIL 23, 2020

Role: Customer Success Manager Location: Hammersmith, United Kingdom Organization: Dassault Systèmes In this role, you will have to maintain the relationship with buyers to ensure perfect user experience and engage with buyers at various communities. You will work on building up a plan with clients to increase their customer interface.

Customer Success 10

Customer Success Development Team Review Merchant Services Software Review 10

User Pilot

MAY 23, 2023

For example, a chatbot that solves a high percentage of queries frees up the time of your customer service reps. That means they can focus on the tricky cases that require complex decision-making, process improvements, and most importantly, tasks that maximize the impact on customer happiness and engagement.

Artificial Intelligence 80

Artificial Intelligence AI SaaS Payments Payment Solutions 80

ProfitWell

OCTOBER 3, 2019

Today, we see Appcues and Zapier team up , a prospect for human IPO-ing, plus an outlet for education by ear. Sony halves the price of its PlayStation Now subscription service, as the cloud gaming saga rages on—adding new titles like “Grand Theft Auto V” and “God of War” to the subscription service. Education via ear.

Marketplace as a Service 47

Marketplace as a Service Subscription Payment Features Education 47

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 184

SMB Scale Startup Marketplace as a Service 184

User Pilot

APRIL 10, 2023

Personalized onboarding experiences reduce the time to value by educating users on how to use your product effectively. Large user base: it allows you to increase user population quickly, which is essential for products that rely on the network effect, like social networks, messaging apps, or e-commerce marketplaces.

Strategy 75

Strategy SaaS Onboarding Marketplace as a Service 75

Sales Hacker

MARCH 18, 2019

We have Roger Scott, the EVP and chief customer officer at New Relic. Roger talks about the role of customer success , how do you build the customer voice into every interaction that you have with the customer, how do you scale and grow a big company, and what are the elements that are so important to picking your next company?

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

User Pilot

FEBRUARY 21, 2022

for user onboarding ), and offering self-service support with a Resource Centre can help your users expand their knowledge base. Interactive user manuals are an excellent way of engaging and educating your users, helping them to get the most out of your product, and improving user onboarding and feature adoption.

SaaS 85

SaaS Onboarding Marketplace as a Service Engagement 85

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. Follow Adi on LinkedIn.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

SaaSHolic

DECEMBER 2, 2021

Product onboarding is an essential part of customer activation and retention for businesses that are SaaS providers. One of the best things you can do for your customers’ success as a SaaS provider is to ensure that you walk them through a wholesome onboarding experience. Don’t Be Afraid To Educate Contextually.

Onboarding 52

Onboarding Strategy SaaS Underperforming Technical Team 52

Sales Hacker

JUNE 7, 2021

For example, a minimum number of maintenance technicians would be critical if you sell a field service app. They will have regular conversations with customers, as part of the process of deciding future product direction and prioritizing development work. Professional services/customer success. Example job titles.

Sales Recruiting 107

Sales Recruiting Payment Services Payment Methods Sales 107

User Pilot

AUGUST 30, 2023

This includes product managers , marketing managers , customer success managers , and anyone else who wants to learn how to attract more users, improve the user experience, and increase product adoption. Product Drive is Userpilot’s FREE online event where experts from top companies come to share growth and marketing insights.

Scale 96

Scale AI Growth Hacking Innovation 96

SmartKarrot

OCTOBER 13, 2023

The insights derived can help tailor products, services, and experiences that mirror their expectations and desires. Segmentation: The age-old saying, “One size doesn’t fit all,” rings especially true in the customer-centric realm. The route t o customer loyalty is paved with understanding and solving their problems.

Retention 10

Retention Strategy Marketplace as a Service Innovation 10

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS).

Customer Success 3

Customer Success Technical Review Marketplace as a Service Technical Support 3

ChurnZero

JUNE 22, 2021

Looking for a way to upskill or even reskill your Customer Success career? Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success.

Customer Success 92

Customer Success Churn Consulting Marketplace as a Service 92

SmartKarrot

SEPTEMBER 18, 2020

Gone are the days when education was a sheer matter of books and notes. The face of education has now totally changed. The way schools buy educational technology has brought up an evolution in itself. Here is a list of 25 such SaaS EdTech companies that are booming the market and wooing the customers more than ever.

Technical Review 21

Technical Review SaaS Software Review Systems Review 21

SaaStr

JUNE 10, 2021

So the whole world of software as a service and cloud has just exploded and will continue to grow enormously. And if we look at the specifics of the word SaaS, software as a service. Software is just one thing of all the value you need to deliver to a customer. And service many times means it’s human beings doing it.

Outsourcing Services 142

Outsourcing Services Marketplace as a Service Outsourced Development Scale 142

SmartKarrot

JANUARY 25, 2022

The critical nature of software for business growth is a key reason for the exceptional growth of Software as a Service (SaaS) companies in recent times. Encouraged by the success and importance of SaaS, Australia has actively adopted the cloud ecosystem and founded brilliant SaaS-driven companies and platforms.

SaaS Payments 10

SaaS Payments Payment Services Payment Methods Marketplace as a Service 10

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. Our Director of Customer Support Kaitlin Pettersen recently spoke with Kayti about her experience setting up Yelp’s customer success organization. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Sales Hacker

OCTOBER 13, 2020

Why it’s hard to build a two-sided marketplace [13:38]. And the ones that aren’t are generally, kind of related industries, IT services and those sorts of things. And the other thing I learned is it’s very, very hard to build a two-sided marketplace, Sam. Show Introduction [00:10].

Marketplace as a Service 94

Marketplace as a Service CTO Hire Sales Recruiting Data 94

Neil Patel

JANUARY 20, 2021

Don’t Just Promote Products and Services. Most people form groups around: Their brand/business Their products/services A specific lifestyle e.g. a book club or a journalling club Specific topics e.g. a content marketing group. It also makes for a powerful tool to market your products/services. Test your page frequency.

Social Media 145

Social Media Software Review Branding Engagement 145

Intercom, Inc.

OCTOBER 16, 2019

“Think of pricing along a continuum with self-service pricing at one end and enterprise at the other” As you scale and evolve your business, there are a few key questions to ask as you determine your pricing strategy: Do you anchor off competitors (if any exist) or substitutes?

Business Model 195

Business Model Scale Pricing Payment Methods 195

User Pilot

OCTOBER 22, 2023

A primary goal of customer success teams at SaaS companies is to drive user engagement. Whether in the context of new customer activation, upselling premium features, or reducing churn, strong user engagement is a clear indicator of customers’ ongoing commitment to your product.

Engagement 97

Engagement SaaS Onboarding Marketplace as a Service 97

Unbounce

JUNE 16, 2020

These are often built with agencies, consultants, and managed-service-providers (MSPs) in mind. These partners resell your product and benefit from offering ongoing services, usually on a retainer basis. To make these distinctions more clear, ask yourself, “who owns the selling and customer success functions, you or your partner?”

Outsourcing Services 131

Outsourcing Services Sales Recruiting Scale SaaS 131