Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. Post-Sale Customer Success Data (how happy they are). Let’s dig into it.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

SaaStr

JANUARY 24, 2024

In the beginning, it was solopreneurs and small SMBs coming through the funnel. At Calendly, they had to hire a completely different profile in sales, customer success, and marketing— the composition of the team and the tools that the team will need will change as you create an enterprise-focused motion.

Scale 209

Scale Sales Hiring Scaling Revenue 209

Sales Hacker

APRIL 15, 2019

He also gives us a framework for how to move upmarket, and the requirements for taking a company from the SMB space all the way to the enterprise. Strategies for moving upmarket, and how to transition from SMB to enterprise. And what tools and methodologies you need to make that successful. What You’ll Learn.

SMB 58

SMB Enterprise Scale VP of Engineering 58

SaaStr

SEPTEMBER 24, 2020

How to interview them and qualify them. SMB reps doing enterprise deals. Signs of a mis-hire at VP of Customer Success: NPS / CSAT don’t improve. Well, everyone is right. — Jason ?BeKind? jasonlk) September 24, 2020. A lot of classic SaaStr advice has been how to spot the best potential VPs. When to hire them.

Sales Hiring 209

Sales Hiring Part-Time VPE Scale Underperforming Technical Team 209

SaaStr

NOVEMBER 22, 2021

And yet, people from this group hosted media interviews, did sessions, answered Q&A. Usually they have thousands of salespeople, they have thousands of customer success folks. How do you have your community be an extension of your customer success team or even an extension of your sales force?

B2C 269

B2C Scale Consulting Software Review 269

SaaStr

JANUARY 7, 2021

We were fortunate enough to interview CEOs who were in the trenches navigating the COVID-19 pandemic, investors who were advising companies on how best to move forward, and operators who saw explosive growth given the shift to working from home. . Should brand marketing be seen as an effective revenue driver in modern marketing programs?

Scale 227

Scale Sales Hiring Scaling B2B 227

SaaStr

DECEMBER 20, 2021

We don’t often summarize interviews in other media, but I really liked this piece in FT on the changes Yamini Ragan made when she became HubSpot’s CEO, promoted from CCO. They’re changes you might want to make as well if you focused on SMBs and mid-market especially: #1. But try it.

Metrics 50

Metrics SMB Scale B2C 50

Sales Hacker

OCTOBER 15, 2018

This week on the Sales Hacker podcast, we interview well-known SaaS executive & Gainsight CEO, Nick Mehta. What young founders should know about customer success. Why customer success & account management aren’t the same. Why customer success & account management aren’t the same.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

SaaStr

MAY 24, 2019

How does Andrew advise founders on the question of whether to start in enterprise or SMB? What are the benefits of starting in SMB? Below, we’ve shared the full transcript of Harry’s interview with Andrew Filev. I had Jason VandeBoom of ActiveCampaign on the show, and he said SMB first works. Andrew Filev. Andy Wilson.

Sales Hiring 143

Sales Hiring Scale SMB Sales Recruiting 143

SaaStr

MARCH 20, 2020

How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? * How does Rachel think about the importance of getting in front of your customers? There are costs to delivering books to customers.

SMB 176

SMB Scale Startup Marketplace as a Service 176

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The customer and the CSM cannot be spending undue time in a transacting motion for a couple of reasons: One, it’s not good for the relationship. Join us at SaaStr Annual 2020.

Retention 134

Retention VP of Engineering Sales Hiring Scale 134

SaaStr

MAY 8, 2020

Below, we’ve shared the transcript of Harry’s interview with Jessica. I think so much of new sales and customer success are blending together, and that’s actually for the best, but the love you show for your existing customers, you can now extend to new prospects as well. Harry Stebbings. Jessica Lin.

Sales Recruiting 171

Sales Recruiting Technical Review Sales Hiring Outsourced Development 171

SmartKarrot

JANUARY 5, 2021

The evolving field of Customer Success owes its origin and rapid rise to a passionate community of pioneers, proponents, and practitioners. Here’s our Top 50 Customer Success Influencers list celebrating those frontiersmen and women pushing the boundaries and making Customer Success the force that it is today.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

Sales Hacker

MARCH 18, 2019

This week on the Sales Hacker podcast, we interview Roger Scott , Chief Customer Officer at New Relic. Roger is a world class technology executive who has spent the last 25 years in customer facing roles, first at Oracle and now at New Relic. The importance of the discomfort of customer feedback.

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

Sales Hacker

MAY 15, 2018

Author’s note: When this interview was recorded, Andrea served as the CMO of Signpost. How to align Sales, Customer Success, Marketing, and Demand Gen. 3) Managing Customer Success as a marketing leader [3:25]. We’re more SMB and mid-market-focused. I also oversee 40% of the Customer Success org.

Scale 65

Scale Sales Hiring Marketing Sales 65

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Below, we’ve shared the full transcript of Harry’s interview with Vikas Bhambri. I do want to break the interview today up into a couple of different parts really. It’s not an SMB where you’re getting volumes of 100 a day. Eyal Manor.

SaaS Payments 130

SaaS Payments Cloud Technical Review Scale 130

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 125

Scale SaaS Payments Sales Recruiting Payment Services 125

SaaStr

SEPTEMBER 7, 2023

A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Too many early-stage VPs of Sales don’t have a strong “wing person” running customer success. And they’ll be much more likely to churn.

Sales Hiring 228

Sales Hiring SaaS SMB Churn 228

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

User Pilot

AUGUST 6, 2023

Following up on insightful customer feedback through email or interviews. The more insights you gather, the easier it is to increase the amount of value your product provides (which eventually leads to higher customer lifetime value). Source: SMB Compass. Leveraging multimedia such as micro-videos in your surveys.

Investment 97

Investment Banking Social Media Customer Lifetime Value 97

SaaStr

NOVEMBER 16, 2020

How can one determine a closer in the interview process? Below, we’ve shared the transcript of Harry’s interview with Andy. I mean, what a change where you went from, I sold you something and then I just kind of went away whether you were successful or not to a model where customer success mattered, right?

Sales Hiring 184

Sales Hiring Scale Leadership Sales Enablement 184

Sales Hacker

SEPTEMBER 30, 2019

Vikas leads customer sales and customer experience department overseeing sales, BD implementation, customer success and support. It’s a customer experience platform. Now, without further ado, my interview with Vikas Bhambri. If you don’t know Kustomer, that’s with a K.

Sales Hiring 50

Sales Hiring Startup Scale Sales Recruiting 50

SaaStr

SEPTEMBER 27, 2019

Below, we’ve shared the full transcript of Harry’s interview with Ryan Bonnici. I’m seeing further and further, this integration between almost customer success in marketing with the content that marketing is producing being pushed down and used in many customer success cases. Harry Stebbings. Ryan Bonnici.

Sales Hiring 129

Sales Hiring Sales Recruiting Scale Software Review 129

SaaStr

JANUARY 28, 2020

Anthony : I’ll add more too and this sounds like a sponsored answer, but customer success becomes even more important as we sort of think about where growth is coming from. Obviously, marketing and investments are expensive and we know the cost to keep a customer is obviously a lot less. The customers love her, right?

Sales Hiring 201

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 201

SaaStr

JUNE 3, 2020

And here’s an interesting study from Nick Mehta, the CEO of Gainsight, and Gainsight is a customer success company that helps companies manage churn, but they were also studying, in a recent survey, how are SaaS vendors expected to be impacted by this? It’s most severe in the SMB world.

Software Review 174

Software Review Scale Technical Review SaaS 174

ChurnZero

AUGUST 23, 2019

Much like the evolution within the Sales team and the creation of “Sales Ops”, Customer Success is on a similar trajectory. It is becoming vitally important to drive successful outcomes for your customers (i.e. Customer Success) and it is even more critical to build out “Customer Success Operations”.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

SaaStr

AUGUST 8, 2019

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. We knew from the beginning that we had to be excellent in SMB sales because basically there is no other way around it.

Sales Recruiting 106

Sales Recruiting SMB Scale Sales Hiring 106

SaaStr

MARCH 27, 2019

I think for me one of the biggest realizations for me, we were a mid market company, right, we grew up in SMB. When I started at Salesforce, we were SMB mid market, right, that’s really where we lived. Leyla Seka: Yeah, I mean, it happens in lots of different ways.

Scale 129

Scale VP of Engineering Mobile Scaling 129

SaaStr

AUGUST 8, 2019

The first step in success with SMB clients is to recognize that it’s not a one size fits all scenario. Companies need a specialized approach for SMB accounts, different than the tactics used for Enterprise. We knew from the beginning that we had to be excellent in SMB sales because basically there is no other way around it.

Sales Recruiting 107

Sales Recruiting SMB Scale Sales Hiring 107

SaaStr

JUNE 10, 2020

Before founding BetterCloud, David was an early employee of Cloud Sherpas (acquired by Accenture), where he led the company to become the leading cloud services partner to SMB worldwide. Below, we’ve shared the transcript of Harry’s interview with David. Harry Stebbings. David Politis.

Scale 162

Scale Cloud Sales Hiring Technical Review 162

Sales Hacker

APRIL 16, 2018

8) How to interview properly [30:00]. Kiva Kolstein : We have about 40 people on my team and my team consists of customer success, which includes account management and product specialists and sales. Making sure that everyone who is interviewing a candidate is looking for something unique. Show Agenda and Timestamps.

Sales Hiring 40

Sales Hiring Management Scale Sales Recruiting 40

SaaStr

MARCH 12, 2019

As for Erica, under her CRO role, she leads all go-to-market functions including Marketing, Sales, Operations, Customer Success, Services, and Support. How can founders know when is the right time to make the move from SMB to enterprise? Why does Erica believe that enterprise is a “company sport?” Marketing changes quite a bit.

Scale 155

Scale Enterprise Scaling Sales Hiring 155

SaaStr

JANUARY 21, 2020

It’s an SMB SaaS company in the healthcare technology vertical. When I’m hiring salespeople, I take the mission, vision, values, whether it’s helping practices thrive, whether your values are speak up, work hard, tying those into interview questions. Do they peel the onion back during the interview?

Sales Recruiting 250

Sales Recruiting Sales Hiring Scale Sales 250

Andreessen Horowitz

OCTOBER 16, 2023

Joining me to interview Bansal, we have general partner Peter Levine, who also put out a series of 16 short sales videos for founders, which you can find at a16z.com/16sales. Then sales is trying to expand and get more customers. And they were designed more for SMB. Like, if you don’t know <Yeah.> Where did you start?

Product Marketing 76

Product Marketing Scale Sales Hiring Sales Recruiting 76

Sales Hacker

JANUARY 21, 2019

Without further ado, let’s dive in and listen to this interview with Bill Binch. At Pendo, Bill oversees all revenue-bearing aspects of the business, including the sales, customer success, and professional services organizations. What a fantastic interview with Bill. About Bill Binch: An Introduction. Just take it.

Scale 13

Scale Sales Recruiting Sales Hiring Scaling 13

Sales Hacker

APRIL 24, 2018

On this episode of the Sales Hacker podcast, we talk with Emmanuelle Skala , VP of Customer Success at Toast. We talk about how to increase revenue from existing customers with a strong customer success team. How to organize and structure a Customer Success team with a specific focus on Customer Experience.

Customer Success 43

Customer Success Business Scale Point of Sale 43

SaaStr

DECEMBER 12, 2020

As for Kate, prior to making the move to Notion just last month, she spent an incredible 8 years at Dropbox including holding roles such as Head of Sales Development, North America and Director of Global SMB Revenue and Operations. Below, we’ve shared the transcript of Harry’s interview with Kate. Harry Stebbings.

Scale 163

Scale Sales Hiring Underperforming Technical Team Sales Recruiting 163