SaaStr

JUNE 2, 2019

My Top 3, plus a few bonus questions: What are the most important goals / KPIs for Customer Success at a company of our size and stage? How often should we visit, and check in, with which customers? How do you think Customer Success should work with the Sales and Product teams? What goals they like to sign up for.

Interviewing 161

Interviewing Customer Success Enterprise Management 161

SaaStr

MARCH 1, 2020

The good news today, is there are tons of customer success veterans out there. Even just a few years ago, there weren’t enough folks when enough experience to be your first “head of customer success.” How often should we visit, and check-in, with which customers? View original question on quora.

Customer Success 255

Customer Success Sales Hiring Leadership Interviewing 255

SaaStr

APRIL 28, 2022

Especially after interviewing 50+ customer success managers over the past few years. The thing is in SaaS, if your product is pretty good and it has a strong market position, you’ll end up with decent NRR even with a mediocre Customer Success team. But — it’s one that that is best not neglected.

Customer Success 200

Customer Success Metrics Scale Retention 200

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 93

Scale Customer Success Scaling SaaS 93

CustomerSuccessBox

JUNE 8, 2021

TL;DR: Customer success is one of the top 10 fields for employment in the tech sector and the Most Customer success departments have different structures to suit each of their unique requirements consisting of a Vice president of Customer Success or Chief Customer success officer, Director of Customer Success and Customer success managers.

VP of Engineering 52

VP of Engineering Interviewing Customer Success Sales Recruiting 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

Valuize Consulting

MAY 18, 2022

Is Your Customer Success Technology Falling Short? The Customer Success (CS) technology industry has come a long way from its humble beginnings as a reactive and largely support-based solution. A: “One of the biggest strengths of Customer Success technology platforms is their data model capabilities.

Technical Review 52

Technical Review Interviewing Technology Customer Success 52

User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 88

Customer Success Sales Hiring Scale SaaS 88

ChurnZero

APRIL 11, 2024

Every customer success leader I know is being asked to do more with less. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have. Being asked to do more with less has turned the concept of digital customer success from a nice-to-have to a must-have.

Customer Success 52

Customer Success SMB Communication B2B 52

Valuize Consulting

NOVEMBER 25, 2021

Achieving Customer Success At Scale. In today’s digital-first world, your Customer Success (CS) program is only as good as the technology and data behind it. To find out how to leverage CS technology to accelerate scale, I spoke with Nicole McLaren , Customer Success Technology Consultant at Valuize.

Scale 52

Scale Technical Review Technology Interviewing 52

Valuize Consulting

NOVEMBER 23, 2021

While Customer Success (CS) is still in its infancy, it has quickly established a new level of maturity and prominence over the last few years. Yet, compared to legacy organizations like Sales and Support, Customer Success still has plenty of room to grow. Director Customer Success Enablement, Peter Armaly.

Customer Success 52

Customer Success Leadership Interviewing Development 52

Valuize Consulting

DECEMBER 16, 2021

In the last year, 40% of Customer Success (CS) organizations reported a higher-than-average employee turnover of 11-25% ( Totango , 2021). The great resignation has hit the tech industry with brute force, making attracting and retaining high-quality Customer Success talent more important, and more difficult, than ever.

Interviewing 52

Interviewing Customer Success Scale Government 52

Valuize Consulting

MARCH 22, 2022

Is Your Customer Success Strategy Built To Scale Customer Value? In the race to become the first and best, some organizations have forgotten to lay a solid foundation that not only ensures the current success of the digital-led approach, but also their ability to scale.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

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. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

Trends 98

Trends Customer Success Scale Sales Hiring 98

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs.

Customer Success 102

Customer Success Management Sales Hiring Interviewing 102

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

AI 96

AI Customer Success ChatGPT Management 96

Valuize Consulting

JULY 15, 2021

Connecting Customer Success Strategy With Technology. At their core, they are responsible for maximizing the value of product releases but their responsibilities can have them acting as a business strategist, product designer, customer liaison, and project manager, all rolled into one. Q: What was your first job?

Technology 52

Technology Customer Success Interviewing 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

Valuize Consulting

APRIL 20, 2022

To uncover how leading enterprises are optimizing their data governance model for maximum value delivery, Valuize’s Founder & CEO, Ross Fulton, spoke with data expert David Read , Global Customer Success Operations at VMWare. As you can imagine, this leads to a deepening of silos and bad customer data.

Government 52

Government Interviewing Customer Success Data 52

Valuize Consulting

SEPTEMBER 30, 2021

Connect Your Customer Ecosystem With A Product Owner. Product Owner is one of the most widely misunderstood roles, both within the context of Customer Success and more broadly across software organizations. ” Q: What is the role of a Product Owner in the context of Customer Success Operations?

Interviewing 52

Interviewing Customer Success Underperforming Technical Team Scale 52

Valuize Consulting

AUGUST 6, 2021

Designing A Data-Driven Customer Success Organization. Strategy, technology and data are the building blocks of a strong Customer Success (CS) Operations motion. So, what’s the secret to building and operationalizing impactful Customer Success strategies, tools and processes? Q: What was your first job?

Scale 52

Scale Customer Success Interviewing Scaling 52

SaaStr

JANUARY 9, 2024

The other day I interviewed yet another other great AE who had recently become a Director of Sales. Host the first customer webinars. A new VP of Customer Success has to go visit 10+ customers in person during their first 14-30 days. Ask in the interviews. Things really were easier for many of us in 2021.

Sales Hiring 237

Sales Hiring Interviewing Startup Customer Success 237

ChurnZero

JUNE 18, 2021

Customer exit interviews, when properly structured and executed, provide a unique chance to dig deep and discover valuable information which can lead to actionable churn-preventing insights. Anita Toth, Chief Churn Crusher, joined us for a webinar to discuss how to: Conduct killer customer exit interviews.

Interviewing 98

Interviewing Churn Scale Underperforming Technical Team 98

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 96

Customer Success Strategy Customer Lifetime Value SaaS 96

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success managers who do it all.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

ChurnZero

MARCH 17, 2022

As a follow-up to our well-attended webinar on “ The startup’s guide to Customer Success ” with Jennifer Chiang (the author of the book by the same name), we wanted to get more of our audience’s questions answered. Speaker: Jennifer Chiang , Head of Customer Success, Seso.

Customer Success 97

Customer Success Technical Review Leadership Systems Review 97

Sixteen Ventures

SEPTEMBER 10, 2020

It’s critical to understand why your customers churn, but if you’re relying solely on the reason the customer gives you for that churn, you’re definitely missing the actual reason. It’s easy to just ask a customer why they’re cancelling or not renewing and to leave it at that. So… is it worth “saving” customers? .

Churn 131

Churn Customer Success Systems Review Outsourced Development 131

Sales Hacker

JULY 28, 2021

In providing a neutral ground for marketing, sales, and customer success, RevOps must also analyze contexts to convey insights quicker. In this episode, we interview Seth Marrs , Research Director at Forrester , about the role of analysis in building RevOps into a role that amplifies the voice of the buyer.

Customer Success 98

Customer Success Marketing Sales Innovation 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

VP of Engineering 98

VP of Engineering Customer Success Scale Onboarding 98

ChurnZero

AUGUST 6, 2021

Ranked as one of the top emerging jobs by LinkedIn , you’ll find no shortage of Customer Success careers across SaaS and other markets. Demand for this role only continues to climb as Customer Success becomes an indispensable part of how organizations retain and expand recurring revenue. . Customer Success Podcasts.

Customer Success 98

Customer Success Sales Hiring Interviewing Churn 98

ChurnZero

FEBRUARY 13, 2023

What your Customer Success team looks like will largely depend on your organization’s size, solution complexity, and go-to-market strategy. If you’re standing up a Customer Success function for the first time, you may only have one or a handful of Customer Success Managers who do it all.

Technical Advisors 52

Technical Advisors Customer Success Technical Review Systems Review 52

CustomerSuccessBox

APRIL 27, 2022

Have your customer’s been engaging a lot with your business? That customer experience has a lot of impact on customer engagement. And you’d want a customer success team to bring this experience to them. For that to happen, you must hire the best Customer Success Manager (CSM).

Sales Hiring 52

Sales Hiring Customer Success Management Interviewing 52

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. In this blog, we’ll show you how to scale customer success team pursuits without slipping into some of the most common pitfalls. Mistake #1: Making the Wrong Staffing Decisions.

Sales Recruiting 95

Sales Recruiting Customer Success Sales Hiring Scaling 95

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

CustomerSuccessBox

OCTOBER 31, 2021

At CustomerSuccessBox, thought of interviewing Customer Success leaders to understand their perspective of Quarter Business Review. We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. How does it help your customers?

Interviewing 52

Interviewing Technical Review Benchmarks Customer Success 52

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98