OpenView Labs

MARCH 10, 2019

Happy customers stick around and recommend your company to their friends. This is what makes customer success such an important part of any SaaS company’s success, and it’s especially critical for companies that employ a product led approach to growth. But how do organizations make customer success work at scale?

Scale 69

Scale Customer Success Scaling Sales Hiring 69

Intercom, Inc.

SEPTEMBER 8, 2021

For so many years, customer support was seen as a cost center – the first port of call for customer complaints. Customers’ expectations of support are also changing dramatically as the support landscape continues to evolve. Powering support at scale. Here’s how they’re doing it. What is proactive support?

Scale 237

Scale Headcount Mobile Communication 237

Sales Hacker

JANUARY 29, 2018

Traditional Sales Organizations – Growth of headcount in sales was structured around revenue per individual contributor (IC). CSM: Customer Success Manager – Achieves recurring use of the service. Scaling Your Revenue Growth. Scaling of the revenue now occurs by scaling the PODs. The Sales POD.

Sales Recruiting 74

Sales Recruiting Scale Sales Hiring Sales 74

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. We don’t have a one-to-many model because we are a Customer Success platform.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. First, digital CS will become a way of life due to flat or reduced headcount. What other changes are coming down the pike for Customer Success?

Trends 98

Trends Customer Success Scale Sales Hiring 98

Point Nine Land

APRIL 21, 2021

Since then, I have been leading Uberall product team, which we’ve scaled from 3 people to 12 people over the past 5 years. Give the candidate ~5 real examples of the kind of things you have to prioritize: customer integrations, feature requests, strategic releases, bugs, database extracts, opportunistic features… and ask them to prioritize.

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52