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

Totango

JUNE 10, 2022

As we saw in our 2021 State of the Customer Success Industry and Salary Report , the role of Customer Success Manager (CSM) is one of the fastest-growing jobs in the industry. In a recent webinar titled “Navigating Your Customer Success Career Path”, Totango’s Sr. Customer success is still new.

Customer Success 101

Customer Success Scale Sales Hiring Leadership 101

30 Day Leadership

JULY 26, 2022

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Ryan Browne, Vice President of Customer Success at Kenect. 4:40 - First leadership position - Ryan's opportunity began when his boss decided to resign and he was thrust into a leadership situation.

Leadership 52

Leadership Development B2B Technology 52

30 Day Leadership

JULY 26, 2022

In this episode of the B2B Leadership podcast, best-selling author and leadership coach Nils Vinje speaks with Ryan Browne, Vice President of Customer Success at Kenect. 4:40 - First leadership position - Ryan's opportunity began when his boss decided to resign and he was thrust into a leadership situation.

Leadership 52

Leadership Development B2B Technology 52

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. Your Customers.

Customer Success 98

Customer Success Technical Review Leadership Technology 98

SaaStr

NOVEMBER 30, 2023

They need to hear the customer and use that feedback to refine products. There’s also a management and leadership layer to enable and coach individual contributors. On average, as companies move up toward the $15M ARR mark, they’re doubling their team size on the sales, marketing, and customer success side.

Scale 233

Scale Sales Hiring Scaling Outsourced Development 233

ChurnZero

SEPTEMBER 28, 2022

In the business landscape today, Customer Success is a bit of an outlier. One other thing that makes Customer Success particularly unique in an organization: formal Customer Success training, or lack thereof. The truth is that Customer Success training is far from standardized, and it doesn’t always happen.

Customer Success 94

Customer Success Sales Hiring Onboarding Investment 94

ChurnZero

JANUARY 4, 2024

It’s an exciting time to be in customer success. Every investment dollar is harder to obtain, and CS leaders and their teams face more pressure than ever to deliver results. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Totango

AUGUST 14, 2020

In our latest installment in the CXO Series , we sat down with Stephanie Comardelle, Vice President of Customer Experience, Success, and Solutions at Lucid to discuss what it takes to implement a stakeholder engagement plan at a time when there is so much going on as well as how they are managing their new customer success program. .

Customer Success 155

Customer Success Systems Review Engagement Leadership 155

Valuize Consulting

DECEMBER 7, 2021

Level Up Your Customer Success Organization. In the subscription economy, there’s no debate about whether or not to invest in Customer Success (CS); 70% of rapidly growing businesses say that Customer Success is extremely important ( Hubspot , 2017). The fourth challenge is complexity.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

SaaStr

JUNE 7, 2023

But the drive and passion remained, and leadership didn’t give up. Because when we looked at our data, we saw that we had much more success sub 5,000 employees,” Blosser says. Leadership introduced a high-velocity playbook and refocused the company downstream. Sometimes it can take longer.”

Scale 204

Scale Scaling SMB Marketing 204

Sixteen Ventures

FEBRUARY 28, 2022

Having worked with hundreds of companies of different sizes, funding stages, and Customer Success maturity, around the world, I’ve boiled down what I believe are the five “secrets” of World-class CSMs. Customers that are successful will want to increase their investment with them. Any CSM can be World-class.

Customer Success 124

Customer Success Management Churn Retention 124

Sixteen Ventures

AUGUST 26, 2020

For those who wrongly consider Customer Success an altruistic endeavor, rather than a profit-seeking business strategy, you will want to try to make Bad-fit Customers successful at any cost. That’s why we call them Bad-fit Customers. Bad-fit Customers. Negative Market Sentiment Good vs. Bad-fit Customers.

Customer Success 128

Customer Success Churn Leadership Interviewing 128

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. To win at this will take great RevOps leadership. How to invest in data that actually drives insights. Revenue Operations is the business version of Switzerland.

Customer Success 98

Customer Success Marketing Sales Innovation 98

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

ChurnZero

FEBRUARY 17, 2022

9 tips to get your CSMs to adopt Customer Success software. Have you ever worked at a company where the Customer Success team had to beg for its own tools? The CSM perspective: how to encourage the adoption of Customer Success software. That’s okay. I have a few tips to help you drive adoption that sticks.

Customer Success 98

Customer Success Software Compensation Leadership 98

Sales Hacker

AUGUST 11, 2023

Ang shares her 5 P’s of Sales Leadership: Professionalism Preparation Process Performance Play More on these below. Sara So, Ang, I’m curious what drew you to Sales Leadership originally? Share The GTM Newsletter Alright so let’s get back to the good stuff. She previously served as a Sales Leader for Amazon, Knotel, and Stack Overflow.

Scale 63

Scale Leadership Sales Hiring Sales 63

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

SaaStr

NOVEMBER 8, 2023

In leadership, there’s a great expression that “to those who much is given, much is expected.” Failure #4: Not Investing In Systems This is a big mistake many make in the beginning, and it can be challenging to recover from. The Takeaway: Be really careful about custom deals that feel tempting in the moment.

Scale 236

Scale Sales Hiring SaaS Scaling 236

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

SaaStr

APRIL 1, 2022

Mistake #1: Being Risk-Averse to Investments Outside of Your Area of Expertise. Many founders find themselves confident in one area of their business, whether it be the product, customer success, or, in Schuck’s case, sales. Schuck felt that he could more easily see the results in immediate dollars when he invested in sales.

Sales Hiring 229

Sales Hiring Acquisition Investment Leadership 229

SaaStr

MARCH 22, 2024

She was able to get into a leadership position immediately and coach people who were hungry for it in a slightly safer space than more tenured folks. Shifting from an operator and loving operations and data to a sales and revenue leadership role felt like a big jump. The last 12 months have seen a lot of disruption in the industry.

Scale 237

Scale Underperforming Technical Team SMB Finance 237

Valuize Consulting

DECEMBER 23, 2021

2021 was another year of radical and accelerated change for Customer Success (CS) and the business world as a whole. Amidst this year of transformative change, what was top of mind for Customer Success leaders in 2021? What’s The Real Difference Between Customer Outcomes and Customer Value? Read Article.

Customer Success 52

Customer Success Scale Leadership Retention 52

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

ChurnZero

SEPTEMBER 24, 2021

6 Steps to Rock Your Customer Success Software Implementation. As an Implementation Specialist here at ChurnZero, I can tell you firsthand that neglecting your Customer Success software implementation is a recipe for rework, or worse, abandonment. Trust the process. Trust the process. They know their tool best.

Customer Success 98

Customer Success Software Onboarding Communication 98

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. Chasing the wrong priorities and investments can quickly snowball and compound over time, resulting in stunted progress and flatline growth.

Customer Success 90

Customer Success Payments Payment Services Scale 90

Valuize Consulting

JUNE 9, 2022

If you’re a CCO or CRO at a B2B technology company, ask yourself these 3 critical questions: Is your existing Customer Success management team struggling to keep up with your customer’s needs and your business goals? Is collecting, analyzing and acting on critical customer data a challenge in your organization?

Sales Hiring 52

Sales Hiring Customer Success Scale Leadership 52

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

SEPTEMBER 8, 2022

Strategic Leadership For Smooth Scaling. In today’s high-velocity subscription-based economy, a solid Customer Success (CS) Operations motion is imperative to driving sustainable and scalable growth. This can be in the form of Support, Customer Success Management, Professional Services or Education. Process Design.

Customer Success 52

Customer Success Scale Entrepreneurship Leadership 52

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

SaaStr

APRIL 8, 2024

The #1 issue I see is not understanding what investments really are accretive — and which aren’t. Venture capital, if you raise it, is there to invest. A customer success team that can’t drive down churn and drive up NPS = cash drain. Dear SaaStr: Why Do VC Backed Startups Seem To Almost Always Be Running Out of Money?

Sales Hiring 194

Sales Hiring Scale Startup Venture Capital 194

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

ChurnZero

DECEMBER 11, 2020

A s much as I hope you enjoyed this poem, it’s time Customer Success leaders stop hoping for approval and watering down their budgetary needs for fear of rejection. . The best investment your company can make is in its customers – and that means investing in Customer Success. .

Customer Success 59

Customer Success Scale Leadership Churn 59

SaaStr

APRIL 2, 2023

But what I learned, after years of procrastinating on tough moves for our leadership team, is that the leaders’ teams suffer greatly through that inaction. Eventually, you end up with 2000 contract types for 1000 customers. Lesson: Be REALLY careful about custom deals and make sure they are worth it.

Sales Hiring 261

Sales Hiring Scale Scaling Customer Success 261

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Sales Hiring Artificial Intelligence Consulting 52

ChurnZero

MAY 24, 2022

Welcome back to our Customer Success leader spotlight series, where we get candid with the leaders behind today’s most customer-centric organizations about their career stories, takes on the industry, and lessons learned along the way. . Chief Strategy and Customer Officer Mary Poppen. Get to know involve.ai Involve.ai

Customer Success 52

Customer Success Sales Hiring Artificial Intelligence Consulting 52