ChurnZero

JUNE 30, 2021

Hiring the wrong Customer Success Manager can have a real impact on your company’s customer base and its renewal rates. That is why its important to make sure your Customer Success team hires are right for your team and more broadly your organization. Customer Success Skills. Data Management.

Interviewing 72

Interviewing Customer Success Sales Hiring Scale 72

SaaStr

NOVEMBER 2, 2023

So we’ve spent a ton of time over the years on SaaS talking about hiring a great VP of Sales. Not only because it really matters, but because hiring the wrong VP of Sales can set you back a year — or longer. So many VPs of Sales disagree with me here — at least at first when I make the point. Sales is hard.

Sales Hiring 233

Sales Hiring Sales Recruiting Sales Interviewing 233

SaaStr

APRIL 28, 2022

Especially after interviewing 50+ customer success managers over the past few years. Lazier than almost anyone in sales, even the ones that really only work 20 hours a week. But it’s often still a murky goal, as much influenced by sales as success. I’m no longer so sure. It’s true.

Customer Success 213

Customer Success Metrics Scale Retention 213

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?

Customer Success 260

Customer Success Sales Hiring Leadership Interviewing 260

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

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

SaaStr

JANUARY 9, 2024

The other day I interviewed yet another other great AE who had recently become a Director of Sales. It’s time to get back to basics: A new VP of Sales has to carry a bag at first — and close customers themselves at first. Host the first customer webinars. Ask in the interviews. Super high. And just ask.

Sales Hiring 250

Sales Hiring Interviewing Startup Customer Success 250

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 83

Customer Success Sales Hiring Scale SaaS 83

SaaStr

DECEMBER 1, 2023

Hiring a VP of Sales isn’t new, but the conversations have evolved as the world has. Jason has written about the cheat codes for hiring VPs of Sales since 2012 and realized it was worth a deeper dive. Jason has written about the cheat codes for hiring VPs of Sales since 2012 and realized it was worth a deeper dive.

Sales Hiring 148

Sales Hiring Sales Recruiting Sales Interviewing 148

Sales Hacker

JANUARY 22, 2020

If you think sales is a simple job, I have a few hundred professional connections who would like a word with you. There’s a range of key skills that separate the best from the rest, and success belongs to companies who can identify and hire reps who have those precious skills. By mastering your sales interview questions.

Sales Hiring 76

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 76

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

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

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

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. A: “Sales teams can be really important here.

Customer Support 52

Customer Support Interviewing Customer Success Scale 52

SaaStr

JUNE 27, 2020

A little while back we put together some of the top sales & marketing mistakes SaaS companies and founders make, especially in the early days. Sales: Hiring any reps you wouldn’t buy from yourself. Later, once you have a strong VP of Sales, it’s fine though. Your sales reps need to eat. Maybe OK for customer success.

Sales Hiring 363

Sales Hiring Scale Startup Marketing 363

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

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 93

AI Customer Success ChatGPT Management 93

SaaStr

MARCH 5, 2021

Flock Safety’s Founder and CEO, Garrett Langley, and its VP of Growth, Alex Latraverse, know a bit about sales. Enough to go from 0 to 100 sales reps in about 18 months — and they’re looking to be well beyond 100 by the end of this month. The three things that led to ramping up sales at Flock Safety were: Achieving product-market fit.

Sales Recruiting 175

Sales Recruiting Sales Hiring Scale Sales 175

Sales Hacker

MARCH 19, 2020

Here’s an important, and often overlooked, fact about B2B sales and marketing: Your customer data holds all the keys you need to grow your business. To succeed, you need to trust the data and step into predictive sales. How Customer Success Drives Predictive Sales and Marketing. Let’s dig into it.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

Sixteen Ventures

AUGUST 26, 2020

Everything rolls-up to dollars… time and other resources – and even the negative sentiment in the market caused by churning-and-burning customers – all have an associated monetary value. That’s why we call them Bad-fit Customers. There is no “good percentage” of Bad-fit customers so don’t ask.

Customer Success 128

Customer Success Churn Leadership Interviewing 128

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

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

SaaStr

JUNE 12, 2022

There was one thing prospective sales reps would say in an interview that always chilled my spine. It would especially come from sales reps from larger companies in high-velocity in-bound environment (e.g., But I knew this was the wrong way to build a customer-centric company. WebEx-type environments). ” Sigh.

Compensation 250

Compensation Customer Success Interviewing Sales 250

SaaStr

DECEMBER 30, 2022

There is too much to do in SaaS — sales, customer success, product, engineering, demand gen, etc. Get those First 10 Customers — However and Whenever. We all get the first customers differently, based on who we are and what our app does. Some ideas: Find a truly great co-founder. Slow it down until you do.

SaaS 248

SaaS Market Research Interviewing Content Marketing 248

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

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

SaaStr

JUNE 4, 2023

A VP of Sales role. This is especially rough in a VP of Sales candidate, but it goes for any leader. It’s time to do them again: First, have the best VP in that role you know interview the VP candidate you want to hire. Have the best CRO you know interview your potential VP of Sales. They just worked there.

Sales Hiring 235

Sales Hiring SaaS Interviewing Startup 235

SaaStr

JANUARY 30, 2023

To solve this, Deel interviewed 200 founders seeking answers to the question, “If you’re open to hiring internationally and remotely, what are your biggest challenges, and what kind of product can we build to solve them? Interview personally and define hiring values to build your team. Support sales early.

Sales Hiring 233

Sales Hiring Payment Services SaaS Payments Scale 233

CustomerSuccessBox

AUGUST 27, 2021

Customer Success team or the Sales team. Model 1: Sales owns new logos, expansion, and renewals Model 2: Customer Success owns expansion and renewals Model 3: A separate customer-focused sales team owns expansion and renewals. Combining Sales with Customer Success.

Customer Success 52

Customer Success Management Sales Retention 52

OpenView Labs

JANUARY 8, 2021

Great interview questions tell you who a person is, what motivates them, how they think and solve problems, and what they’d be like as a teammate. To help us all conduct better interviews, we asked some of the smartest leaders in SaaS to share their favorite questions. David Apple, Head of Customer Success at Notion.

Interviewing 75

Interviewing Underperforming Technical Team SaaS Scale 75

SaaSX

NOVEMBER 15, 2020

This article should really be titled, “How to interview a product manager (if you aren’t a product person) “ Because customer success, marketing, sales, support, and other operational roles are key stakeholders in a SaaS organization they are often called into the interview process for product managers.

Interviewing 59

Interviewing Management Sales Hiring Scale 59

CustomerSuccessBox

OCTOBER 31, 2021

This is why we, at CustomerSuccessBox , thought of interviewing CS leaders to understand their perspective of QBR. We hope to give a fresh perspective regarding the QBR process which will take your customer success efforts to the next level. The second interview in the series is with Mary Poppen. How do you prep a team?

Interviewing 52

Interviewing Consulting Education Customer Success 52

SaaStr

AUGUST 10, 2022

In this SaaStr Europa 2022 session, Matt Jacobson, General Partner at ICONIQ Growth, interviews Miro’s Founder & CEO, Andrey Khusid, to get insight into how he was able to grow the company so successfully. It’s late majority where you need to have all different enablement to make those people successful.”.

Sales Hiring 211

Sales Hiring Scale Company Culture Leadership 211

Intercom, Inc.

OCTOBER 26, 2021

Getting the team right is one of the hardest parts of scaling sales. But no sales team can afford to grow without intention. While building a sales team, we’ve focused a lot on our sales culture. Here’s how we went about growing a sales team that is both world class and culture-additive. They’re resilient.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

SaaStr

MAY 27, 2022

But 74% of you find your Paid Pilots convert to Paid Customers at the end of the pilot. 41% of you have sales do some customer onboarding, not just CS or other specialists. Should sales just disappear once the contract is signed? #5. On average, you got a 33%+ boost in revenue when you hired your first VP of Sales.

Sales Hiring 292

Sales Hiring Pricing Scale Interviewing 292

ChurnZero

OCTOBER 27, 2020

2020 has made a few things clear about the future of Customer Success: the handshake is definitely out; digital events are the new norm for connecting with colleagues, customers and peers; and the customer is most definitely gold. . Define Your Post-Sale Customer Journey. anxious, stressed, excited, etc.)

Customer Success 59

Customer Success Onboarding Interviewing Churn 59