9 Questions To Ask Candidates for Your First Head of Customer Success

SaaStr

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.” Tell me about the top 3 customers you lost.

Should Customer Success Report into the CRO or the CEO?

Kellblog

In days of yore, chief revenue officer (CRO) was just a gussied-up title for VP of Sales. Back in the pre-subscription era, basically all the revenue — save for a little bit of services and some maintenance that practically renewed itself — came from sales anyway. The CEO.

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

ChurnZero Customer Success Professional Spotlight

ChurnZero

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. Q: What drew you to working in Customer Success?

Not just support on steroids: How to build a Customer Success team

Inside Intercom

Customer Success teams arise out of the need to provide high-touch guidance to your most valuable customers – without disrupting your Sales and Support teams. When we first formed our Customer Success team, we reported into the customer support organization.

Customer Success Metrics that Increase Executive Support

TriTuns

You need to have clear executive support if your customer success program is going to survive. What metrics and measures do you need to prove the short-term and long-term value of their customer success investment? Executive support for customer success is essential.

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

The Playbook to Recruiting Your Sales Team with Brex Chief Sales Officer Sam Blond (Video + Transcript)

SaaStr

Sam Blond, CSO at Brex explains why recruiting, networking and employee happiness is the key to this playbook on recruiting your sales team. Sam Blond | Chief Sales Officer @ Brex. I’m doing The Playbook To Recruiting Your Sales Team. She was my first VP of Sales. Brendan Cassidy, second VP of Sales at EchoSign. I’m doing The Playbook To Recruiting Your Sales Team. This is why we are successful as a sales org.

20 Customer Success Predictions for 2020

ChurnZero

20 Customer Success Predictions for 2020 . T hat’s why we asked some of the top Customer Success (CS) leaders to share their industry predictions for 2020. Customer results will sell, not features. Vanessa Hannay , Director of Customer Success, Muck Rack .

ChurnZero Customer Success Professional Spotlight

ChurnZero

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. Q&A: Sam Schneider, VP of Client Success, Bloomfire.

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus.

Q&A: The Case for Billable Customer Success

ChurnZero

The most commonly quoted challenge facing Customer Success leaders worldwide over the past ten years or more has been confusion over the role and definition of Customer Success. The question “ What do Customer Success people do? ” Sales makes the sale.

The Metrics To Use While Maturing Your Customer Success Team

TriTuns

I have had a lot of discussions lately with numerous customer success (CS) professionals and recognized thought leaders about the challenges in setting up a thriving CS team in an organization that has never had CS before. executives, sales, marketing, product development teams etc.)

When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?

TriTuns

It seems like only yesterday, SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Buyers realize that not all customer success services are created equal.

5 Must Do Steps for People-Centric Customer Success

TriTuns

When customer success (CS) first came into the mainstream, a lot of vendors focused very closely on their product. They spent a lot of time and effort explaining the product and its roadmap to customers. From technology focus to customer outcomes focus.

Serious About Customer Success? Your CRM is Not Enough!

ChurnZero

Serious About Customer Success? Now more than ever Customer Success is essential to the long-term success of your entire organization. If you’re serious about Customer Success, your CRM is not enough. . . Customer Success Around the Web.

When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?

TriTuns

It seems like only yesterday SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Buyers realize that not all customer success services are created equal.

When Will You Lose Your First SaaS Sale Because Your Customer Success Services Are Not Market Competitive?

TriTuns

It seems like only yesterday SaaS vendors were worried that getting the Customer Success (CS) teams involved in the sales process would only slow things down and prevent a sale from closing. Buyers realize that not all customer success services are created equal.

Creating Self-Service Customer Success That Works for Everyone (Part 2)

OpenView Labs

Creating a customer success model that benefits clients of all sizes while also helping your Customer Success Managers succeed may seem to be impossible. When you do that effectively, you encourage the deep adoption of your solution and customer engagement.

SaaStr Podcasts for the Week with Qordoba and Gainsight — March 27, 2020

SaaStr

What is the right way to communicate the cuts to the team, customers, and investors? * And, our customers are folks like Twitter, Intuit, Braintree. If it’s a larger team, focus on your leadership, but focus on your core folks, how are they doing at home?

How Yelp drove down churn by building up customer success

Inside Intercom

As a brand new company, you might engage in plenty of initiatives that are inherently un-scalable – because there’s no better way to nurture customer love than through a personal relationship. It’s time to start thinking about retention at scale and bring onboard a customer success team.

Churn 59

Meet your first wave speakers for Customer Success Summit 2018

Totango

Customer Success Summit brings together the best and brightest minds in Customer Success. Our world-class speaker lineup for 2018 Customer Success Summit will share the impressive business results that customer success best practices should deliver. VP, Global Head Digital Customer Engagement. Manager, Partner & Customer Experience. Dante is the Manager of Partner & Customer Experience at Google Cloud.

The Very First Question a Customer Success Team Needs to Ask

TriTuns

If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. That is, you need to ask, “Can our customer be successful with ANY software?”. What makes them a success?

ChurnZero’s 10 Customer Success Leaders to Watch in 2020

ChurnZero

As SaaS gets more serious about Customer Success, their representation on the executive and C-suite level will follow (as envisioned in our 2020 Customer Success predictions ; see #2). 1) Yamini Rangan, (First) Chief Customer Officer, HubSpot .

12 Steps to Conducting a Productive Customer Success Brainstorming Session

ChurnZero

12 Steps to Conducting a Productive Customer Success Brainstorming Session. Automation is a game-changer for almost any department, but surprisingly Customer Success teams are a bit behind some of their counterparts (i.e. Customer Success Around the Web.

The Playbook to Running Growth Experiments at Scale with Growth Ex Machina Founder Guillaume Cabane (Video + Transcript)

SaaStr

If you’re a founder and you have a product leader, a head of product or a PM and that person fails two launches or three launches successfully, that person is out. Because that person failed at doing that job, which is launching product successfully. Just like sales people.

Q&A: How to Build Effective Customer Success Plans

ChurnZero

Q&A: How to Build Effective Customer Success Plans. Every Customer Success Plan has a secret sauce that turns it from just a plan on paper to something a team can actually execute and deliver successfully. It’s only one customer lifecycle model.

The Very First Question a Customer Success Team Needs to Ask

TriTuns

If you are like many customer success managers, you are probably extremely focused on the question, “Will our customers be successful with OUR software”. That is, you need to ask, “Can our customer be successful with ANY software?”. What makes them a success?

SaaStr Podcasts for the Week with Auth0 and CircleCI — January 31, 2020

SaaStr

What have been Eugenio’s biggest lessons in what it takes to make a freemium product successful? 304: If your SaaS business has a sales team, there’s no way to grow 100% year-over-year without also growing your sales leadership.

A Step by Step Guide to Revenue Growth with Mark Roberge (Video + Transcript)

SaaStr

And so I just want to throw in a framework around product market fit measured by customer value creation, then go to market fit measured by economics, then we scale fast. So first off, I’m saying we start with customer success. What is sales? What is sales?

Defining Your Customer Journey From Prospect to Champion with Sage People SVP Kathy Lord (Video + Transcript)

SaaStr

Kathy Lord, SVP of Sage People explains how asking hard questions, embracing feedback and making personal connections with your customers can move the sales journey from prospect to champion. And so it’s 65% more likely to convert a repeat customer than a brand new prospect.

The Secrets to Building a World-Class, $2.3 Billion Inside Sales Team (Video + Transcript)

SaaStr

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. Hear from Duo Security’s VP of Inside Sales America on how to build a $2.3B sales team.

Sales 177

The Playbook to Building a Customer Reference Program with Talkdesk SVP of Client Services Gillian Heltai (Video + Transcript)

SaaStr

Learn from Talkdesk SVP of Client Services how to build a Customer Reference Program. How to create boundaries and norms with the sales team, how to find customer advocates, how to build and scale your program, as well as the difference between incentivized vs. reward program.

ChurnZero’s 10 Customer Success Leaders to Watch in 2019

ChurnZero

At ChurnZero, our mission is to be the best Customer Success platform out there – and Customer Success teams sit at the heart of this goal. Since the field of Customer Success is still maturing, we feel it’s key to learn from others in the industry.

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation

ChurnZero

Q&A: New Manager’s Guide for a Customer Success Strategy Implementation. But, if you try to build all elements of Customer Success at once, you’ll end up with a recipe for mediocre outcomes. Can you imagine a Sales Manager setting up your Salesforce?

8 Tough Lessons from Closing 12,000 Customers at WebPT (Video + Transcript)

SaaStr

Today for about the next 40 minutes, we’re going to talk how both of you and your respective teams helped propel WebPT to become and industry leader and emase I think it’s now 13 thousand customers around the globe. Then I went over to the sales department.

Top 10 Customer Success Takeaways from SaaStr Scale

ChurnZero

Top 10 Customer Success Takeaways from SaaStr Scale. It was a 1-day turbo-charged event in San Francisco with the best-of-the-best in Sales, Marketing, and Customer Success. Respect Your Customer. Rules have changed in #saas Respect your customer.

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals

ChurnZero

Top 10 Must Attend Conferences in 2020 for Customer Success Professionals. It’s also a great opportunity to meet and network with peers within the Customer Success community. Leading Customer Success Summit 2020 Date: April 8, 2020 Location: Portland, OR.

“7 Tips and Tricks to having happy customers at Scale” New Relic EVP, Roger Scott (Video + Transcript)

SaaStr

Customer expectations are at an all-time high, making it more and more difficult for companies to please them. Companies who understand their customers well are the ones who rise to the top over their competitors. As I was introduced, we have 17,000 customers.

SaaStr Podcasts for the Week with Chargebee and Glassdoor — November 1, 2019

SaaStr

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”?

PODCAST 75: 3-Layer Approach to Stage-Appropriate Leadership w/ Jason Holmes

Sales Hacker

This week on the Sales Hacker podcast, we speak with Jason Holmes , President and COO of Showpad. Jason specializes in executive sales leadership with CRM, SaaS, and other tech companies. Subscribe to the Sales Hacker Podcast. We’ve got Lucidchart Sales Solutions.