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Lessons on Scaling Customer Success from $1M to $300M in ARR with Success Venture Partners

SaaStr

Customer success is all about outcomes. What does NRR have to do with customer success? PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR.

Scale 169
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How to Scale Go-to-Market Through IPO with ICONIQ Growth’s General Partners

SaaStr

General Partner Doug Pepper and General Partner and Head of Analytics at ICONIQ Growth, Christine Edmonds, share the art and science of scaling GTM at this year’s SaaStr Annual. They need to hear the customer and use that feedback to refine products. That’s why getting the right leadership in place is so important.

Scale 252
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Customer Success: Do They Need to Be Product Experts?

SaaStr

Because many CS leaders view the job once you scale as primarily one of process. That their job is to process customers, to attempt to drive NPS up (and these days, really more upsell up). I don’t think you can expect most CS teams at scale to be product experts or problem solvers. Still, it’s a reality.

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Scaling Past $10M ARR: Listening to the Market and Defying Tradition with WorkRamp CEO Ted Blosser (Video)

SaaStr

Scaling a tech startup doesn’t come easy, and when you’ve tried all the conventional SaaS advice, it might be tempting to give up. But sometimes, the road less traveled is the path to success. But before the years of rapid scaling, it took the company a little while to hit its stride. What Did WorkRamp Do Differently to Scale?

Scale 217
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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

While it's essential to creating the perfect customer journey, it's only one aspect. Not only does it take powerful leadership, but a complete shift in focus: your company must be customer-centric in every function. Build “walk-through-fire” customer AND employee loyalty. Inspire personal accountability in the workplace.

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Why the Future of Customer Success, Sales and Marketing Has Changed For Good: Ask-Me-Anything Part 2 with SaaStr CEO and Founder Jason Lemkin

SaaStr

Q: As you scale, how metrics-oriented should the company be? ARR asks Jason how he sees the best companies steering into metrics and KPIs to drive performance at a leadership level. Q: Where do you see customer success pullback and refocusing that labor to sales and renewals for 2024? “I The market wants it.

Scale 252
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The Earlier, the Better: How Customer Success Compounds Your Growth with ChurnZero Chief Customer Officer Alli Tiscornia (Video)

SaaStr

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future. Scaling your customer success team.