ChurnZero

JANUARY 10, 2023

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on Customer Success hiring for SaaS and tech companies nationwide. With limited headcount, companies are focused on filling their most critical roles.

Trends 52

Trends Customer Success Headcount Scale 52

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

ChurnZero

NOVEMBER 18, 2022

As a Customer Success leader, do you find yourself watering down your budgetary requests? According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. How Customer Success can win more resources, budget, and credibility with Jeff Heckler.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

CustomerSuccessBox

JUNE 28, 2021

But, the year 2020 has seen a boom in the Customer Success space, as a lot of SaaS businesses are now identifying Customer Success as a strong business imperative. The companies have realized the importance of customer success in an overall increase in revenue and profitability. Top Customer Success trends.

Customer Success 52

Customer Success Trends Technical Review Headcount 52

Totango

JULY 5, 2022

In uncertain economic times, attracting new customers becomes exponentially harder as budgets get tighter and priorities shift. Let’s take a look at four key actions to take right now that will not only help you prove your worth to your customers but will allow you to see instant results. . Dive into Customer Health.

Customer Success 97

Customer Success Scale Headcount Churn 97

Valuize Consulting

OCTOBER 7, 2021

Customer Success Is A Growth Engine. You Just Need An Effective Customer Success Metric To Prove It. For example, in Sales, you can take your Annual Revenue Target, divide it by the Projected Revenue Attainment Per Headcount (factoring in some ramp time) and out comes a Headcount projection.

Customer Success 52

Customer Success New CTO Scale 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

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

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. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data Technical Review Headcount 52

OpenView Labs

OCTOBER 2, 2019

Headcount Planning. But headcount planning is often a useful place to start because the inputs required to make decisions are the least dependent on factors outside of the sales organization. This decision will drive many of your other headcount decisions. How many customers can an account manager effectively work with?

Headcount 41

Headcount Sales Hiring Scale Sales 41

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 288

Sales Hiring Headcount Pricing Market Segmentation 288

Totango

OCTOBER 8, 2020

Customer retention is the continuation of a valued service. In B2B terms, it is still possible to maintain your customer relationship and even improve customer retention during uncertainty, but you will need to focus on five key steps: Understand Your Customer. Listen to Your Voice of Customer Programs.

Retention 63

Retention Headcount Customer Success Engagement 63

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

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

Valuize Consulting

DECEMBER 13, 2021

Customer Success Management: Distinguishing Fact From Fiction. 91% of businesses have said that their Customer Success organization has grown significantly in the last year alone ( Totango , 2021). Reframe: Investing in Customer Success Operations early is critical to scaling your organization effectively.

Customer Success 52

Customer Success Scale Technical Review Underperforming Technical Team 52

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. You no longer have to wait for a QBR cadence: VBRs can be sent out through your Totango campaigns at any time or point in the customer journey.

Innovation 85

Innovation Scale Revenue Technical Review 85

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

CustomerSuccessBox

MARCH 9, 2022

One is Customer Relationship Management (CRM) and the other is Customer Success (CS) platforms. According to a research study, 20% of the SaaS companies, especially small to midsize companies, often depend on their CRM to administer all customer life cycle tasks which do not suffice their Customer Success function.

Customer Success 52

Customer Success Scale Customer Lifetime Value Outsourced Development 52

Tom Tunguz

JUNE 18, 2019

The template is broken into six sections: People, Bookings & Revenue, Cash, Sales, Marketing, Customer Success. This section covers employee satisfaction, headcount, and recruiting metrics. Customer Success reviews the net dollar and logo retention, plus churns and expansions.

Metrics 202

Metrics Sales Recruiting Startup SaaS 202

CustomerSuccessBox

DECEMBER 30, 2021

B2B SaaS companies are preparing for their final quarter sprint, determining metrics for the next quarter and year & working on Quarterly Business Reviews while also working on customer journey after the new year. Customer Success depends on the ability to retain and build healthy relationships with customers.

Customer Success 52

Customer Success Finance Headcount Innovation 52

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

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

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. We attribute a large part of that to being able to be proactive with customers”.

Scale 237

Scale Headcount Mobile Communication 237

ChurnZero

JULY 1, 2022

Customer Success operations is a necessity, not a luxury. It’s the best form of self-care you can give your CSMs who are maxed out handling difficult executive sponsors, devising customer business strategies, rescuing at-risk accounts, and selling solution upgrades. Does that save in future CSM headcount?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

Nina: “It’s all about supporting our CSMs and making sure they’ve got everything they need—data, clear processes, workflows—so they can focus on their mission, which is to make their customers successful so they can reach their business goals. Does that save in future CSM headcount? Who’s onboarding?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

NOVEMBER 16, 2018

For those of you that might not know – this is the premier Customer Success conference in Europe. Customer Success is one of the fastest growing professions in the modern economy. We’ve complied our top fifteen Customer Success takeaways from the conference to share with you. pulseEurope2018.

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

ChurnZero

JULY 14, 2021

This metric helps determine which customers are your most profitable and can be useful both pre-sale to focus on acquiring highly valuable customers but then also post-sale to make sure your Customer Success team is able to focus their efforts on retaining your customers with the strongest lifetime value.

Customer Lifetime Value 98

Customer Lifetime Value Scale Headcount Churn 98

SmartKarrot

NOVEMBER 17, 2022

Role: Head of Customer Success Location: Remote, United States Organization: Voxie As a Head of Customer Success, you will mentor and inspire a team of high-performing Customer Success Managers. Own the ultimate success of the customers, including onboarding, product adoption, retention, and growth.

Customer Success 19

Customer Success Development Team Review Systems Review Headcount 19

OPEXEngine

DECEMBER 13, 2022

Another long sale cycle to upsell existing customers who already showed conservative buying behaviour. After winning a long sales-cycle deal, “selling again” risks eroding the relationship with the customer and may affect retention rates. Companies with an equivalent retention rate. Establishing and analyzing cohorts.

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

Totango

JUNE 28, 2022

Let’s look at three things CMOs should do during tumultuous economic times to support their current customer base and promote retention and expansion. . During an economic downturn, your greatest investment should be in your current customer base. Be Proactive About Customer Health . Maximize Your Return on Investments.

Scale 73

Scale Headcount Systems Review Communication 73

ChurnZero

APRIL 5, 2019

Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. Here are just a few of our favorite tips that we wanted to share with the larger Customer Success community. Hiring and Scaling a Customer Success Team. Hiring and Scaling a Customer Success Team.

Customer Success 40

Customer Success Compensation Scale Leadership 40

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

SaaSX

FEBRUARY 5, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 118

Finance Sales Hiring Headcount Scale 118

SaaStr

OCTOBER 11, 2023

By optimizing for NRR, gross retention, and net retention. 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. But how did they conquer high NRR for SMBS? Measure it.

Scale 159

Scale Sales Hiring Scaling Banking 159

OpenView Labs

OCTOBER 1, 2019

However, Professional Services resources need to be used wisely and differentiated from Customer Success. Increase sales, especially with larger customers. Professional Services and Customer Success. Revenue from Customer Success is exponential. How to use Professional Services. Patrick Cambell.

Customer Success 40

Customer Success Startup SaaS Sales Hiring 40

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 212

Customer Success Sales Hiring Scale AI 212

Totango

MAY 26, 2021

We recently polled the Customer Success industry asking about the top challenges they are facing. Over the years, we’ve found that most companies are very oriented around a high-touch customer engagement model. Data is the lifeblood of a digital customer success program. The customer journey is not linear.

Scaling 95

Scaling Business Headcount Customer Success 95