ChurnZero

FEBRUARY 1, 2019

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. Amanda Berger, Chief Customer Officer, Lucidworks.

VP of Engineering 53

VP of Engineering Customer Success Scale Marketplace as a Service 53

Totango

MARCH 6, 2020

The feedback your VoC efforts provide are the unique perspective of your own customers, and the actions you take based on that feedback add value to their experience. To make the most of your Voice of Customer (VoC) data you need to know when to request, share, and use feedback in your daily workflows to impress and serve customers.

Marketplace as a Service 93

Marketplace as a Service Social Media Customer Success Enterprise 93

OPEXEngine

FEBRUARY 22, 2022

An additional non-financial constraint is a fact that these customers typically lack experience in software procurement and implementation, and this adds friction to the sales cycle. Instead, SMM SaaS companies will leverage Inside Sales and Channel Partners coupled with digital marketing to drive down Customer Acquisition Costs.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

SmartKarrot

AUGUST 29, 2022

Role: Senior Customer Success Manager Location: Boston, MA, US Organization: LeanIX As a Senior Customer Success Manager, you will be responsible for the retention of customer accounts by ensuring continuous communication and relentless support and guidance. Execute consulting projects with customers.

Customer Success 19

Customer Success Sales Hiring Marketplace as a Service Government 19

CloudGeometry

MARCH 22, 2022

SaaS business metrics are not hard to find ; we won’t analyze them in-depth here. As it turns out, SaaS operational platform metrics are also abundant. However, it is still too often the case that business metrics and operations metrics live in parallel universes.

DevOps as a Service 130

DevOps as a Service Software Delivery Well Architected Framework AWS 130

SmartKarrot

OCTOBER 21, 2021

Role: Director, Customer Success Location: Remote, United States Organization: FloQast As a Director of Customer Success, you will ensure the CS organization enables customers to reach desired outcomes while providing a great customer experience.

Customer Success 19

Customer Success Marketplace as a Service Technical Review Systems Review 19

SaaStr

NOVEMBER 6, 2019

Customers of category creators benefit from a company in the marketplace seeking to help them solve complex problems, get promoted and self-actualize in their own lives and career journeys. Over the years at Gainsight , we’ve spent a lot of time (and money) to help the world understand what Customer Success actually is.

Scale 109

Scale Sales Recruiting Marketplace as a Service Forecasting 109

SmartKarrot

SEPTEMBER 23, 2021

Partner with Sales leaders and offer account insight to build pipeline volume and accelerate expansion velocity. Lead the design and implementation of C2FO’s Client Success playbook, setting CSMs up for success with holistic account management. Advise customers on adapting and templatizing their workflows for Nuix Discover.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Marketplace as a Service 19

OpenView Labs

JANUARY 13, 2022

It requires rethinking everything from billing and revenue forecasting, to the role of Account Executives, to how to drive a customer success mindset across the entire organization. Plus companies face significant change management hurdles if they choose to migrate their legacy subscription customers onto a new pricing model. .

Pricing 82

Pricing Payment Services SaaS Payments Payment Solutions 82

OPEXEngine

OCTOBER 5, 2021

But while software’s success in the marketplace has lifted the valuations of software companies, our analysis suggests that some firms may still be undervalued. In more mature software companies, we see oversized returns for companies that are moving to software-as-a-service subscription models (see Figure 1).

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

Intercom, Inc.

APRIL 18, 2019

They didn’t know it at the time, but they had also created an entire business category: an on demand, short-term rental marketplace, which has shot the value of their business north of $38 billion. Over the past four years, the number of Customer Success Managers (CSMs) in the industry has increased 400%.

Scale 112

Scale Sales Recruiting Marketplace as a Service Sales Hiring 112

Intercom, Inc.

JULY 11, 2019

As the General Manager for HubSpot’s Service Hub , Michael knows a thing or two about keeping customers close. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Customer service as a model for growth.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

APRIL 30, 2022

Check out this 2018 Europa session with Guillaume Princen, Head of France and Southern Europe @ Stripe, where he talks about the metrics you need to be focused on in your startup. If you don’t have the time to watch the whole session, here are the main metrics you should be mindful of. It’s basically lost customers.

SaaS Payments 237

SaaS Payments Metrics Payment Methods Scale 237

SaaSOptics

MAY 19, 2022

More customers = more revenue. For subscription-based SaaS businesses, your customer acquisition metrics indicate how effectively you acquire new users via sales, marketing, or a product-led approach like a free trial. At what point will you introduce Sales into the buyer’s journey? . Plain and simple.

Acquisition 59

Acquisition Scale Strategy Software Review 59

SmartKarrot

DECEMBER 8, 2020

Role: Vice President of Customer Success Location: Remote , Chicago, Illinois, US Organization: Storm2 As a Vice President of Customer Success, you will hire, coach, and lead their customer success organization. Serve as the Voice of the Customer in cross-functional teams and senior leadership discussions.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Consulting 10

Intercom, Inc.

FEBRUARY 6, 2020

Seeing a real demand for business courses in their consumer marketplace, the team identified an opening in the market to disrupt corporate training and hypothesized that employers would be more than willing to pay. At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen.

Marketplace as a Service 243

Marketplace as a Service Scale Sales Recruiting Business 243

SaaStr

MARCH 20, 2020

317: Rachel Hepworth is VP of Marketing @ Pilot, the startup that offers the best bookkeeping, tax and CFO services for growing businesses. With the rise of product-led growth, are we seeing a fundamental shift in the structure of sales and marketing? What is the optimal way for customer success and marketing to work together? *

SMB 180

SMB Scale Startup Marketplace as a Service 180

SmartKarrot

AUGUST 13, 2021

Role: Director of Customer Success Location: Remote, United Kingdom Organization: Founder and Lightning As a Director of Customer Success, you will be the main point of contact for commercial negotiations and escalation point for client issues. Become a trusted advisor and advocate for customers’ executive sponsor(s).

Customer Success 10

Customer Success Scale Consulting Marketplace as a Service 10

Sales Hacker

JUNE 23, 2020

This week on the Sales Hacker podcast, we speak with Leah Chaney , the Chief Experience Officer for BetterGrowth, a customer support agency she founded. Subscribe to the Sales Hacker Podcast. How to put customer experience into the DNA of an organization [5:23]. Micro-thoughts on the evolution of customer success [07:08].

Scale 67

Scale Sales Hiring Technical Review Customer Success 67

OpenView Labs

NOVEMBER 30, 2021

Pro-tip: churn isn’t just a customer success problem; it’s a business-wide responsibility that requires contributions from each function. . Here’s what you can do to move the needle: Sales: Sell to the right customer and don’t get too greedy on the initial deal. Experiment with a usage-based pricing model.

Payment Services 80

Payment Services Benchmarks SaaS Payments Merchant Services 80

SmartKarrot

JULY 5, 2021

Role: Director, Customer Success (Federal) Location: Arlington, VA, US Organization: Decision Lens As a Director of Customer Success, you will manage the Federal customer success team through recognition, training, mentoring, feedback and goal-setting.

Customer Success 10

Customer Success Sales Recruiting Technical Review Underperforming Technical Team 10

SaaStr

JANUARY 28, 2020

And so, she can, and Anthony just finished up basically going from the first sales hire at Gainsight at almost 100 million in revenue and has just retired. Maria : It’s like saying, “Hey, you want a sales rep to carry 10 times the quota they do today. You can’t, you have to invest in that sales infrastructure.”

Sales Hiring 205

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 205

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. What You’ll Learn.

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

SaaStr

SEPTEMBER 27, 2019

268: Ryan Bonnici is the CMO @ G2, the company that allows you to get the right software and services for your business with over 897,000 user reviews to help you make smarter buying decisions. Before Hubspot, Ryan was Head of Marketing @ Salesforce (APAC) where he led his team to achieve 227% YoY net-new sales sourced through marketing.

Sales Hiring 131

Sales Hiring Sales Recruiting Scale Software Review 131

Neil Patel

JANUARY 20, 2021

It also happens to be the linchpin of any successful marketing campaign. You need to attract potential buyers and funnel them into your sales funnel. Don’t Just Promote Products and Services. We’ll be gathering some key metrics to measure your performance. Step 2: Delve in Deeper to Post Metrics.

Social Media 145

Social Media Software Review Branding Engagement 145

ProfitWell

MARCH 27, 2020

For many businesses, it may be fine but SaaS companies rely on getting customers up to speed quickly and keeping them around for as long as possible. A knowledge base that is sparse and hard to navigate will not convey the information that your customers need. Unique to Zendesk is a CRM feature to help you close more sales.

SaaS 67

SaaS Systems Review Software Review Marketplace as a Service 67

SaaStr

SEPTEMBER 12, 2019

Congratulations you’ve built a product that’s proven itself in the marketplace! So how can you leverage that product’s success to obtain the valuation and funding you need to scale? Your sales team becomes more efficient, your customer success team becomes efficient, your customers like you more.

Investment 100

Investment Underperforming Technical Team Sales Hiring Software Review 100

SmartKarrot

JUNE 27, 2022

Role: Director, Customer Success Location: Remote, Maryland, United States Organization: Riverbed Technology As a Director of Customer Success, you will manage customer success metrics including ARR retention and growth and customer satisfaction (NPS).

Customer Success 3

Customer Success Technical Review Marketplace as a Service Technical Support 3

SaaStr

MAY 15, 2020

333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. Before Tidelift, Bridget was VP of Sales @ Logz.io and before that was VP of Corporate Sales @ Sumo Logic where she drove ARR up by a record 237%. Who has done this well?

Sales Hiring 195

Sales Hiring Scale Technical Review Outsourcing Services 195

Sales Hacker

MARCH 2, 2020

And for leveling up your sales skills, nothing beats a good sales book. So what are the best sales books for helping you reach peak performance? Have been recommended by sales professionals. Here’s how you can find the sales books that are most relevant to you. Here they are… The 97 Best Sales Books in 2020.

Scale 141

Scale Sales Hiring Sales Recruiting Payment Methods 141

Totango

AUGUST 7, 2020

The challenge of the digital marketplace is to make every customer feel like they are your only customer. Thankfully, the same advances that helped build that digital market also make it possible to provide every customer with personalized service. What Is Customer Success Automation?

Customer Success 62

Customer Success Marketplace as a Service Scale Customer Lifetime Value 62

SaaStr

JUNE 10, 2020

Meagen, sales. Everyone, customer success. Launch it to our customers, launch it to the sales team, launch it to prospects.” What did we need for our sales team from an enablement standpoint and our CSMs? And then of course, sales pipeline and the livelihood of our business. We had duty of care.

Travel 176

Travel Marketing Scale Outsourcing Services 176

SaaStr

AUGUST 15, 2020

So I’m Nick Mehta, CEO of Gainsight and you probably have heard of Gainsight in the world of customer success and really excited to have two different voices in the world of how companies think about their customers. One, it starts high up in the sales process, right? You need to discover in the sales process.

Payment Methods 201

Payment Methods Merchant Services Scale Payments 201

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. Our Director of Customer Support Kaitlin Pettersen recently spoke with Kayti about her experience setting up Yelp’s customer success organization. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Sales Hacker

OCTOBER 7, 2021

Women in sales often have a polarizing experience. In the Sales Hacker video series Aha Moments , I asked 10 women: “What is one ‘aha moment’ you’ve had in your sales career?”. The conversations that followed were so authentic and encouraging that we decided to expand this conversation to other badass women in the sales world.

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130

SmartKarrot

JUNE 12, 2020

If you’re in the Software-as-a-Service (SaaS) business, by now you’d know that SaaS is no longer a business luxury – it is everywhere. The reasons for this are: People’s attitude towards buying and using software is changing The era of the end user is here Companies are furiously rethinking their sales North star.

Scale 10

Scale Marketplace as a Service SaaS Technical Review 10

Totango

JULY 30, 2019

The way you feel as you travel versus when you arrive at your destination is a great metaphor for the distinction between customer experience vs. customer success. Customer experience refers to the feelings, emotions, and perceptions customers have when using your product. Experience vs. Value.

Customer Success 77

Customer Success Marketplace as a Service Travel Onboarding 77