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. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model. Build Phase.

Customer Success 90

Customer Success Payments Payment Services Scale 90

SaaStr

NOVEMBER 8, 2023

In leadership, there’s a great expression that “to those who much is given, much is expected.” But, you need some element of discipline because a lot of these desperation deals at the end of the quarter almost all blow up later — bad customer success; impossible to scale. Instead, create a playbook to improve customer success.

Scale 238

Scale Sales Hiring SaaS Scaling 238

ChurnZero

JUNE 7, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success Scale Consulting B2B 73

SaaStr

DECEMBER 27, 2023

When considering product market fit and seeing value back when Docebo got traction in 2012, they gave away a ton of value with ridiculously low ARR. A Lesson Learned: Stay Close to the Customer Organizations should focus more on customer success no later than 100 paying customers.

Sales Hiring 200

Sales Hiring Scale SMB Outsourced Development 200

OpenView Labs

AUGUST 3, 2020

Editor’s note: This article is part four of a four-part series that covers the most crucial product marketing activities for an early-stage startup. And all heads typically turn toward a marketing leader or marketing team. Help drive a process of alignment between your marketing and product marketing team and/or leads.

Product Marketing 71

Product Marketing Startup Scale Marketing 71

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Part-Time VPE Scale Leadership 59

SaaStr

JANUARY 30, 2023

You may have a one-person representative in each continent who does the job of an SDR, closes deals, takes care of partnerships, marketing, and more. The size of your team is inconsequential when you’ve found a product market fit and can demonstrably grow your business. “If Your talent is your most valuable asset.

Sales Hiring 230

Sales Hiring Payment Services SaaS Payments Scale 230

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. Lesson: Be REALLY careful about custom deals and make sure they are worth it. Mistake: Not investing in Digital Customer Success early The cobbler’s kids often have no shoes.

Sales Hiring 263

Sales Hiring Scale Scaling Customer Success 263

SaaStr

SEPTEMBER 29, 2023

We now have a backdrop where it’s cheaper, easier, and faster to build high-quality products. Markets are more crowded than ever, so building multi-product companies is the best way to compete. Lattice’s Timeline For Going Multi-Product — It’s Not Easy Lattice started in OKRs and performance and expanded out to other products.

Scale 232

Scale Scaling Startup Sales Hiring 232

User Pilot

SEPTEMBER 14, 2023

Their responsibilities include product discovery, developing product vision, prioritization , roadmapping , analyzing product performance and its iterative development, and leading the product team. Product marketing sits between product development and the market. What is product marketing?

Management 104

Management Marketing Market Research Product Marketing 104

SmartKarrot

JUNE 15, 2023

Role: Customer Success Manager Location: London, England, United Kingdom (Remote) Organization: SOAX As a Customer Success Manager, you’ll make success plans for clients that list their key success criteria, success measures, and potential problems along with advice.

Customer Success 19

Customer Success Construction Forecasting Leadership 19

SaaStr

FEBRUARY 16, 2022

One of the primary problems that Asthana found — both in his own journey, and the journeys of other founders — was that companies presumed that a product-market fit would take the form of a singular event. Leading the way in an evolving market. Prioritize customer success.

Underperforming Technical Team 240

Underperforming Technical Team Company Culture Customer Success Product Marketing 240

SmartKarrot

FEBRUARY 15, 2023

Role: Director of Customer Success Location: United States (Remote) Organization: Apollo.io As a Director of Customer Success you’ll utilize automatic and calculated plays to manage a huge number of accounts. developing your product expertise and improving your customer education methods.

Technical Review 19

Technical Review Customer Success Development Team Review Systems Review 19

User Pilot

JULY 23, 2023

Key members of the GTM team: Go-to-Market Manager: Responsible for overseeing and coordinating the entire GTM process , ensuring alignment across go-to-market teams and successful product launches. Create a productive environment with a project management tool like Trello, Jira, or Asana.

Marketing 96

Marketing Customer Lifetime Value SaaS Advertising 96

SmartKarrot

APRIL 27, 2023

Role: VP of Customer Success Location: Buffalo-Niagara Falls Area, United States Organization: The Leadership Agency As a VP of Customer Success, you’ll promote account expansion and implementations. Help with the customer lifecycle’s design, implementation, and optimisation.

Customer Success 19

Customer Success Sales Hiring Travel Churn 19

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

SmartKarrot

AUGUST 2, 2022

Role: Vice President of Customer Success Location: Richmond, VA, US (On-site) Organization: ProspectBlue As a Vice President of Customer Success, you will be a key member of the leadership team, reporting to the President. Driving Member outcomes, product adoption, and Member experience.

VP of Engineering 19

VP of Engineering Customer Success Outsourced Development Technical Review 19

SmartKarrot

JANUARY 20, 2023

Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).

Customer Success 19

Customer Success Outsourced Development Payment Features Government 19

SmartKarrot

AUGUST 25, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

Sales Hacker

MARCH 1, 2024

Of course, SaaS products can be a harder sell than Rihanna’s Fenty Beauty, but the same strategy applies: build value for your network before selling to them. Through owned distribution channels, they spent the first year marketing the “problem,” rather than the product, to build an audience that could validate the brand’s story.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. However, they were wrong about these assumptions, which kept them from identifying gaps and assessing the extensibility of their Enterprise product-market-fit. Simply because their product was being used in a professional setting didn’t mean it was a product-market fit.

Scale 209

Scale SMB Enterprise Sales Hiring 209

SmartKarrot

JULY 4, 2022

Role: Director, Customer Success Location: Remote, New York, NY, US Organization: Urbint As a Director of Customer Success, you will own the ultimate success of Urbint’s customer base; this includes seamless customer onboarding, project success, retention, and renewal.

Customer Success 19

Customer Success Sales Recruiting Technical Review Systems Review 19

SmartKarrot

AUGUST 4, 2022

Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Apply here: [link] Role: Customer Success Manager Location: New York City Metropolitan Area, US (Hybrid) Organization: Regal.io Apply here: [link].

Customer Success 19

Customer Success User Experience Innovation Retention 19

SmartKarrot

APRIL 14, 2022

Role: Vice President of Customer Success Location: Atlanta, GA, US Organization: TechBridge, Inc. As a Vice President of Customer Success, you will deliver transformational leadership across all TechBridge products, platforms, and services to ensure that current operational technology and processes serve the customer’s best interests.

Customer Success 19

Customer Success CTO Technical Review Systems Review 19

SaaStr

NOVEMBER 16, 2020

You said before, to me, it’s the believing in kind of participatory leadership over servant leadership. I don’t subscribe to the servant leadership model. Harry Stebbings: I think that participation and leadership is almost like a luxury of later stage companies. Andy MacMillan: Yeah. Let’s do it.

Sales Hiring 197

Sales Hiring Scale Leadership Sales Enablement 197

SaaStr

JANUARY 24, 2024

Kate has a simple framework for going upmarket: Product, People, and Process. From a product standpoint, you might think you have product market fit. From a process standpoint, you have to be ready to invest in Enterprise sales and build infrastructure to make sure sales can be successful.

Scale 228

Scale Sales Hiring Scaling Revenue 228

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. They promote a flat culture or a flat leadership and organizational design.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

SmartKarrot

OCTOBER 7, 2021

Role: VP of Customer Success Location: Miami, FL, US Organization: AutoLeadStar As a VP of Customer Success, you will provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed.

Customer Success 19

Customer Success Sales Recruiting Scale User Experience 19

Upscope

SEPTEMBER 26, 2018

Customer success manager (CSM) job descriptions vary greatly across companies, depending on size and philosophy. Some are account managers re-labelled as customer success managers, others go all in with the philosophy and many partly implement it. Related: How Our Customer Success Manager Learned to Code in Weeks.

Customer Success 40

Customer Success Sales Hiring Management SaaS 40

SmartKarrot

OCTOBER 25, 2021

Role: Director of Customer Success Location: Remote, United States Organization: SheerID As a Director of Customer Success, you will assess Customer Segmentation and make recommendations to ensure our customers’ success as well as the scalability of the customer success program at SheerID.

Customer Success 19

Customer Success Sales Recruiting Software Review Onboarding 19

SmartKarrot

MARCH 8, 2022

In celebration of International Women’s Day, we are honored to present our Top 50 Women Leaders in Customer Success to Follow list for 2022, celebrating 50 influential women leaders and their inspiring stories of strength and success. Her diverse yet unique skills include customer life cycle optimization from pre-sales.

VP of Engineering 21

VP of Engineering Customer Success SaaS Payments Scale 21

SmartKarrot

DECEMBER 20, 2021

It’s only recently that customer success has emerged from being a “nice-to-have.” Today, companies realize that a robust customer success function can help preempt churn and grow revenues without acquiring customers at an exponential pace. Why Customer Success Can Help VC Attention.

Banking 19

Banking Customer Success Scale Churn 19

SaaStr

FEBRUARY 1, 2021

If you don’t think you need a great VP of Sales, Product, Marketing, Customer Success, and Engineering — then all that all that means is you’ve never worked with a great one. Here again, we have the same problems as the Customer Success lead hire, but worse. Or can you compromise?

Sales Hiring 270

Sales Hiring Part-Time VPE Scale Sales Recruiting 270

Valuize Consulting

MARCH 2, 2022

Driving NDR With Customer Success Operations. As a fairly new discipline, Customer Success (CS) Operations is ripe with opportunities for companies to improve how they support customers and, in turn, increase revenue retention and expansion. Tip 2: Manage Expectations & Set Priorities With Senior Leadership.

Scale 52

Scale Leadership Customer Success Retention 52

User Pilot

AUGUST 30, 2023

Get ready to dive into insightful discussions, practical strategies, and real-world examples that will empower you to create and manage products that meet user needs and leave them truly satisfied. Product Drive is Userpilot’s FREE online event where experts from top companies come to share growth and marketing insights.

Scale 105

Scale AI Growth Hacking Innovation 105

SaaStr

AUGUST 8, 2022

As Dubugras described, “One of the pieces of advice I got was…not only thinking about the product-market fit but what’s the founder-market fit? Once the Brex founders began thinking in this founder-market fit mindset, they gravitated toward Fintech since they both had fintech experience. Key Takeaways.

Startup 192

Startup Consulting Product Marketing Revenue 192

Sales Hacker

MAY 6, 2021

This includes roles that are complementary to sales like renewals, customer success, and solution engineering. Using the aforementioned pipeline metrics to forecast the commercial business drivers well into the future, segmented by the lines of products, market segments, etc to report to the C-level executives and board of directors.

VP of Engineering 93

VP of Engineering Sales Hiring Sales Recruiting Sales 93