ChurnZero

MARCH 14, 2024

Every customer success leader has encountered or will eventually encounter a book shift: the process of reassigning accounts between different customer success managers. A book shift is a strategic maneuver designed to align resources and responsibilities within a customer success team. Set S.M.A.R.T.

Customer Success 52

Customer Success Headcount Forecasting Communication 52

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. How can CS leaders address this challenge?

Finance 98

Finance Metrics Customer Success Headcount 98

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

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

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

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

Intercom, Inc.

SEPTEMBER 8, 2021

For large and growing companies, the ability to offer customer support to an ever-expanding customer base is crucial in being able to scale successfully – as long as it’s not at the expense of a personalized experience. We attribute a large part of that to being able to be proactive with customers”. Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

ChurnZero

JULY 1, 2022

With no reliable baseline, it becomes impossible to spot trends across the group and get to the root of problems. Customer Success operations is a necessity, not a luxury. Does that save in future CSM headcount? We’re measuring the CSM effect, but also the customer effect. How much time are we saving for them?

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

ChurnZero

JULY 1, 2022

With no reliable baseline, it becomes impossible to spot trends across the group and get to the root of problems. Does that save in future CSM headcount? We’re measuring the CSM effect, but also the customer effect. The post 9 Customer Success operations questions answered by experts appeared first on ChurnZero.

Customer Success 52

Customer Success Scale Technical Review Systems Review 52

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

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

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

Sales Hacker

MARCH 1, 2024

Crafting value for a persona In addition to launching AudiencePlus, Founder & CEO Anthony Kennada was also the founding CMO of Gainsight, credited as creating the category of customer success in SaaS. A similar trend exists in the B2B world, with audiences subscribing to a brand’s podcast or newsletter.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

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 161

Scale Sales Hiring Scaling Banking 161

ChurnZero

DECEMBER 28, 2021

It’s the end of the year which means it’s once again time for roundups of the most popular trends from the past 365 days. All thanks to various trends from the late-’90s to mid-2000s coming back into style. Now, that’s a trend I’m willing to get behind. When Customers Give Notice: Handling the Cancellation Conversation.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

OPEXEngine

NOVEMBER 23, 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 52

Finance Sales Hiring Headcount Scale 52

ChurnZero

JANUARY 7, 2020

As a result of the ir rapid growth, the RFP360 Customer Success t eam faced several challenges. Maintain a pulse on their customer portfolio. Automation allow s for smaller accounts to receive the high -touch experience typically reserved for larger customers. . Read the complete success story here. .

Scale 52

Scale Headcount Consulting Customer Success 52

Totango

OCTOBER 8, 2020

Listen to Your Voice of Customer Programs. Learn from Customers. Uncertainty requires the responsiveness and flexibility of a customer-centric company and a proactive customer success team. . How Customer Success Can Improve Customer Retention. Customer retention is about continuation.

Retention 63

Retention Headcount Customer Success Engagement 63

Totango

OCTOBER 1, 2020

Types of Customer Engagement Models. The combined personal and digital solutions and communication methods you employ to power your customer engagements provide the framework of your customer success efforts. This is known as your customer engagement model. Delivering Engagements That Add Value.

Engagement 71

Engagement Scale Customer Lifetime Value Headcount 71

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. So, let’s look at those trends here. #1

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. So, let’s look at those trends here. #1

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

ChurnZero

SEPTEMBER 10, 2019

As a result of their Customer Success t eam’s rapid growth , the MineralTree team lacked effective automation. They sought the ability to both monitor and influence their customer’s health. The MineralTree Customer Success team faced several distinct challenges: . The Impact .

Payment Services 40

Payment Services Engagement Payments Headcount 40

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Scale 223

Scale Customer Success Scaling Technical Review 223

Totango

FEBRUARY 21, 2020

As the digitization of the marketplace reaches near-saturation, organizations will compete for customers based on value derived—and this will be driven by customer success. Customer success and retention have therefore become critical to achieving maximum customer lifetime value.

Customer Success 83

Customer Success Trends Scale Customer Lifetime Value 83

Sales Hacker

JUNE 16, 2022

Even if you don’t control the headcount and even if layoffs come later, help them find a new role. First, ask yourself: Are your customer success, and rev ops, sales and marketing teams all aligned and working toward the same goals? And look at trends that could impact your buyers’ industries. Make them feel safe.

Scale 91

Scale Sales Hiring Sales Headcount 91

Intercom, Inc.

JULY 11, 2019

So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. But where else can you be investing outside of headcount to maintain that customer centricity? Michael: For sure. This debate is not actually a new one, right?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

OpenView Labs

JUNE 10, 2019

Breaking down everything from must-have skills to mistakes to be avoided to up-and-coming trends within the SaaS product management space, these insights from Roadmunk are a worthy primer on the discipline of PM. The Key To Happier Customers? Customer Success And Product Management Alignment. Team Alignment.

Management 55

Management SaaS Scale Sales Recruiting 55

SaaStr

OCTOBER 4, 2023

They grew headcount fairly aggressively from ‘21 to ‘22, and then Q4 of last year dipped and held flat before starting to regrow. Monday will probably add 25% headcount this year. We’ve gotten used to certain types of sales compensation, certain levels of Customer Success, and certain types of coverage and marketing spend.

Sales Hiring 219

Sales Hiring SaaS Headcount Compensation 219

Sales Hacker

OCTOBER 22, 2019

Key trends for sellers. And it’s crazy how fast that trend is accelerating. We’re seeing our customers ungate more and more, which is why it’s become imperative. Catie Ivey: Our end goal isn’t always the same when you think of marketing and sales and customer success, just for example.

Revenue 41

Revenue Scale Strategy Sales Hiring 41

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. Defining the what and why behind Customer Success.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

From optional to all-important, Customer Success has come a long way in the last decade. There are more CS job postings than there are qualified candidates to fill them (see point above)—a hiring trend predating the great resignation, which has only intensified demand. Defining the what and why behind Customer Success.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

NOVEMBER 8, 2019

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. Now more than ever Customer Success is essential to the long-term success of your entire organization. Your CRM is Not Enough!

Customer Success 63

Customer Success Scale Headcount Scaling 63

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Top ten Customer Success resources of 2022. 1/ How to transition customers to a new CSM.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Totango

NOVEMBER 5, 2019

You can view results across customer segments in order to identify trends that may aid future campaigns. One sure-fire sign of a successful enterprise is an expanding headcount. This growth should be reflected in the number of active seats within a customer’s license agreement. License Utilization.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64

OpenView Labs

FEBRUARY 3, 2022

All too often, companies omit certain acquisition costs, over-inflate recurring revenue by failing to strip out one-time revenue, and/or leave out some of the ongoing costs of serving a customer. This should include both customers that show leading signs of potential churn (i.e. high usage, growing usage month-to-month).

Headcount 73

Headcount SaaS Compensation Acquisition 73

SmartKarrot

NOVEMBER 23, 2022

You are the industry guru, and you coach new and veteran employees on the company’s service offerings, market trends, and industry standards. You will drive the Customer Success strategy and mentor the team on the best ways to support the clients from pricing to invoice and everything in between. Apply here: [link].

Customer Success 19

Customer Success Headcount Payment Features Forecasting 19