ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. ChurnZero refers to that portion of the budget as the “non-headcount budget.” We’ve conducted an annual survey of customer success leaders for four consecutive years. of revenue. of revenue. of revenue.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

SaaStr

JULY 31, 2020

And some of the marquee customers include MongoDB, Gitlab and Qualtrics. . Last year, the company doubled its headcount, tripled revenue and landed on G2’s Top 100 Global Software list. . For us, that means including a clear understanding of the challenges and obstacles facing AEs, SDRs, CSMs and Revenue leadership.

Scale 344

Scale Artificial Intelligence Payments Payment Services 344

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. On the other hand, economic headwinds continue to constrain CS budgets and headcounts. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

SaaStr

JANUARY 30, 2023

Delivering the best customer experience With the surge in inbound leads, the business was growing exponentially. Without headcount planning for the support team, the company’s response time and customer satisfaction scores dipped. Manage scaling issues by using data to plan ahead and being team and customer-obsessed.

Sales Hiring 218

Sales Hiring Payment Services SaaS Payments Scale 218

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. Investment in CS will ensure more customers and increased revenue. CS as a profit center.

Customer Success 52

Customer Success Data Technical Review Headcount 52

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success(CS) is the most efficient way to grow your MRR/ARR. Yet, Customer Success is looked upon as a ‘ cost center ’. Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). It wasn’t deployed to manage each and every customer relationship.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Tom Tunguz

MAY 14, 2014

Yesterday, I spoke on a panel at the Gainsight Pulse conference with Aaron Ross, the author of Predictable Revenue , Jason Lemkin of Storm Ventures who authors SaaStr , and Brian Stafford, a customer success expert from McKinsey. Customer success (CS) within SaaS startups is a relatively new idea.

Customer Success 100

Customer Success Startup Headcount Compensation 100

Valuize Consulting

MAY 4, 2022

In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Rally Your Organization Around A Strong CS Scale Strategy. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 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. The company plans on doubling its headcount in 2022.

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

SaaStr

JANUARY 2, 2021

Your sales headcount. Go all-in on customer success. Hire a VP of Customer Success that is great … and upsells, retentions, and renewals will all go up. Raise prices, one way or another for new customers — as you add more value and build your brand. Align your marketing budgets. Like magic.

Sales Hiring 294

Sales Hiring Headcount Pricing Market Segmentation 294

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. How to get started with customer support operations. Customer success? That kind of robust analysis takes time.

Scale 156

Scale Customer Support Scaling Headcount 156

SmartKarrot

MARCH 30, 2023

Role: Senior Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Senior Customer Success Manager you’ll be focusing on a certain set of accounts and fostering and sustaining relationships with important stakeholders. Co-create new features with our internal teams.

Customer Success 19

Customer Success Sales Recruiting Advertising Headcount 19

Sales Hacker

DECEMBER 9, 2022

Related: The New Growth Formula: Customer Success + Predictive Sales. When you overcomplicate the goal-setting process for sellers, it leads to missed revenue targets, costly multi-credits, increased seller turnover, and frustrated customers. Consider new territory rules that reflect changes in the market (and your business).

Scale 97

Scale Headcount Sales Forecasting 97

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

SmartKarrot

AUGUST 25, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

Sales Hacker

MARCH 1, 2024

This might look like: Community events Campaigns and activations Newsletters Podcasts Thought leadership and other blog content Establish your brand as a valuable, trusted resource that aligns with your product, and encourages your community to follow along by subscribing directly to your content channels.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. RYG, which stands for red, yellow, green, (health scores) is all about your customers a nd their success. Wondering how to take your red and yellow customers and transform them into your biggest cheerleaders? Hiring and Scaling a Customer Success Team.

Customer Success 40

Customer Success Compensation Scale Leadership 40

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. The company plans on doubling its headcount in 2022.

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. They promote a flat culture or a flat leadership and organizational design.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 223

Customer Success Sales Hiring Scale AI 223

Intercom, Inc.

OCTOBER 26, 2021

Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. Salespeople don’t need technical backgrounds to sell software, but they do need to be passionate about the product and its value to your customers. Start with your non-negotiables. They’re resilient.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

Totango

JUNE 28, 2022

The sooner your customers see value and experience ROI, the quicker you can strengthen your partnership with them and positively impact customer loyalty and advocacy. Totango’s composable customer success platform makes it easy to break each stage of the customer journey down with our modular SuccessBLOCs.

Scale 73

Scale Headcount Systems Review Communication 73

SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. There’s a lot of fear when you’re moving from a digital-led Consumer business to a business with multiple digital channels, sales channels, customer success channels, etc. . Enter your email below for the latest SaaStr updates. Expand the culture and broaden diversity.

Scale 196

Scale SMB Enterprise Sales Hiring 196

SmartKarrot

MARCH 30, 2023

Role: Senior Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Senior Customer Success Manager you’ll be focusing on a certain set of accounts and fostering and sustaining relationships with important stakeholders. Co-create new features with our internal teams.

Customer Success 15

Customer Success Sales Recruiting Advertising Headcount 15

SaaStr

OCTOBER 11, 2023

If You Want To Grow 30-40%, You Do It With NRR 85-90% of monday.com’s revenue comes from existing customers who have been with them for more than a year. Build a customer success team. For about four quarters, monday kept headcount flat and went from negative to epic cash flow. How do you increase NRR? Measure it.

Scale 164

Scale Sales Hiring Scaling Banking 164

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

DECEMBER 28, 2021

Retention Deficit: How to Keep Customers by Talking About More Than Your Product. As a Customer Success professional, you talk to customers about your products and services all day, every day. When Customers Give Notice: Handling the Cancellation Conversation. Customer Success Capacity Planning and Budget Guide.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

Sales Hacker

SEPTEMBER 30, 2020

The candidate’s market of the last several years didn’t only make it hard to add new headcount and grow your team. I spoke to Karen Mimieux, Head of Customer Success at Linc Global, about how she and her colleagues realized that Linc was in a great position to hire despite the pandemic. “We But that, too, has changed.

Sales Hiring 94

Sales Hiring Scale Sales Recruiting Sales 94

ProfitWell

DECEMBER 6, 2019

That’s what David Apple—customer success and sales guru at Notion— is asking. Along with: What’s the ROI of your customer success manager? But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization. Here are a few teasers.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. Michael: For sure.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

Sales Hacker

MAY 26, 2021

In any sales organization, a sales rep has the primary relationship and responsibility to their customers. But a sales operations team will help with learning critical insights about a rep’s accounts, ensuring long-term customer success, and having a deep understanding of your customer base. Sales Operations Manager.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

Sales Hacker

OCTOBER 22, 2019

If you missed episode 79 , check it out here: PODCAST 79: Transitioning to New opportunities – Healthy Approach to Leadership w/ Bryan Caplin. The Differences Between Sales & Sales Leadership [14:00]. Women in Sales & Sales Leadership [33:46]. Also, walk us through the progression into sales leadership.

Revenue 41

Revenue Scale Strategy Sales Hiring 41

ChurnZero

MARCH 22, 2023

Lately, many customer success (CS) teams have been downsized or eliminated because of global economic uncertainty. There are three foundational areas of CS where I see teams miss the mark: customer segmentation, journey mapping, and team structure design. Journey mapping doesn’t have to be complicated.

Customer Success 97

Customer Success Headcount Finance Leadership 97