Totango

JULY 22, 2022

When facing a struggling economy, it’s more important than ever to keep your customers engaged and reminded of why your products and services are critical to their success. You need to remain top-of-mind to ensure you stay relevant to your clients’ business and can continue to drive growth through retention and expansion.

Communication 100

Communication Marketplace as a Service Technical Review Engagement 100

SmartKarrot

JUNE 7, 2023

Role: Customer Success Location: Boston, MA, United States (Remote) Organization: Skedda As a Customer Success, you’ll address inquiries about our product through email and chat from potential and current consumers. Create and implement client retention tactics to boost adherence and keep customers.

Customer Success 19

Customer Success Point of Sale Marketplace as a Service SMB 19

Intercom, Inc.

JUNE 23, 2022

The process of purchasing software is increasingly complex – the choices for products and services are endless, and customers have a harder time parsing which companies to trust and which product will better cater to their needs. Customers are looking more and more to their peers before considering a purchase.

Software Review 118

Software Review Trends Software Marketplace as a Service 118

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

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

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

SaaStr

JANUARY 28, 2019

You don’t need us to tell you this is mainstream—even Jack Dorsey, co-founder, and CEO of Twitter and Square is investing in customer success: Hello St. Louis Square Customer Success team! So are you invested in your customers? If you’re in the SaaS industry, chances are you’ve heard of customer success.

Scale 107

Scale Marketplace as a Service Customer Success Scaling 107

BrightBack

APRIL 12, 2019

Copper (formerly known as ProsperWorks) is the leading Customer Relationship Management (CRM) for G Suite and recommended by Google's G Suite Marketplace. The company needed a systematic way to identify, segment and assess the reasons customers were canceling.

Retention 40

Retention Marketplace as a Service Customer Lifetime Value Churn 40

SmartKarrot

SEPTEMBER 23, 2021

Role: Director Client Success Location: Leawood, KS, US Organization: C2FO As a Director of Client Success, you will hire, mentor, develop, and direct Client Success Managers (CSM) to perform their daily duties. Build long-term, trusted relationships with key decision-makers across your portfolio of customers.

Customer Success 19

Customer Success Technical Advisors Sales Hiring Marketplace as a Service 19

User Pilot

OCTOBER 26, 2023

Product-led growth uses the product as the primary driver of customer acquisition and retention, with minimal reliance on traditional sales and marketing. Growth loops leverage product virality, encouraging existing users to promote the product and attract new customers. PLG depends on the self-service model.

Acquisition 93

Acquisition Scale Marketplace as a Service Onboarding 93

SmartKarrot

NOVEMBER 8, 2023

In the ever-evolving landscape of the business world, customer success has become an essential component for sustainable growth of business and long-term prosperity. Today, we will dive into the Top 7 Must-Have Customer Success Playbooks , which are indispensable for business growth.

Customer Success 10

Customer Success Marketplace as a Service Churn Onboarding 10

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. Customer success is usually staffed by a mix of customer support, sales, and engineering folks contributing some portion of their time to the Cost of Revenue.

SaaS Payments 52

SaaS Payments Payment Services Payment Methods Marketplace as a Service 52

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). Sticky after all.

Software Review 52

Software Review DevOps as a Service Software Underperforming Technical Team 52

SmartKarrot

OCTOBER 13, 2023

Retaining those customers for the long haul is equally, if not more, essential. A high customer retention rate is a testament to a company’s customer-centric approach, resulting in increased profits, positive word-of-mouth, and enhanced brand reputation.

Retention 10

Retention Strategy Marketplace as a Service Innovation 10

Totango

JUNE 9, 2020

The COVID-19 pandemic may have radically altered the marketplace around us, but the fundamentals of customer renewal strategies remain the same. Customers have always based their renewal decisions on emotional connections, financial realities, and the amount of trust they have that a service can deliver sustained value.

Strategy 62

Strategy Marketplace as a Service Software Review Construction 62

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

SmartKarrot

MAY 13, 2021

Role: Director, Customer Success Location: New York, NY, US Organization: LeagueApps As a Director of Customer Success, you will own and deliver on key activation, churn and retention/growth metrics for your portfolio of customers. Lead and scale a team of high-performing Customer Success Managers.

Customer Success 10

Customer Success Technical Review Marketplace as a Service Scale 10

Valuize Consulting

MARCH 24, 2022

As the Customer Success domain has exploded and earned a seat at the table, the concept of customer value has become ubiquitous in the B2B technology industry. Every C-Suite leader understands, or is asking about, how to optimize creating, delivering and defining customer value across the customer journey.

Revenue 52

Revenue Scale Marketplace as a Service Customer Success 52

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

SmartKarrot

MARCH 26, 2021

Role: Senior Manager / Director, Customer Success Location: Remote, Boston, MA, US Organization: MackeyRMS As a Senior Manager/Director of Customer Success, you will manage a team of CSMs as well as own accounts, including renewals and upsells. Escalate issues/cases to the Customer Success Director when needed.

Customer Success 10

Customer Success Sales Hiring Marketplace as a Service Scale 10

Casey Accidental

OCTOBER 27, 2020

In part two of our Sequencing Business Models series , we talked about the different types of marketplaces and what needs to be built to be effective in each of them. This builds on the first essay in the series of how there has been an increase in interest of SAAS-like models interested in becoming marketplaces over time.

Payments 56

Payments Business Model Payment Solutions SaaS Payments 56

OpenView Labs

APRIL 7, 2021

That’s because most of their growth is powered by the product itself through a highly efficient self-service motion. How do we think about retention for “whale and tail” businesses? Limitless LTV:CAC: Snowflake reported a 168% net revenue retention rate in their latest earnings call. 20-40% activation rates are common.

Metrics 52

Metrics Scale SaaS Marketplace as a Service 52

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. Marketing: Market to existing customers rather than just prospects.

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

SmartKarrot

NOVEMBER 25, 2020

Director, Customer Success Location: Denver, Colorado, United States Organization: Convercent As a Sr. Director of Customer Success, you will be responsible for developing the Customer Success Management team and associated practices to exceed revenue objectives from the customer base.

Customer Success 10

Customer Success Scale Marketplace as a Service Enterprise 10

Intercom, Inc.

APRIL 7, 2022

Businesses quickly realized they were spending a bit too much on awareness and customer acquisition and not nearly enough on retention. And that, according to Catherine Blackmore , was the dawn of customer success. Over the years, Catherine realized businesses need to meet customers at their level. Short on time?

Customer Success 118

Customer Success Technical Review Sales Hiring VP of Engineering 118

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. So it was a combination of continued growth and customer demand.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

As more and more companies are realizing the need to become customer-centric, their investment in customer service – both financial and conceptual – is rising rapidly. The need to become efficient in all the customer service processes are becoming more relevant than ever.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Totango

JANUARY 17, 2019

Customer retention is vital to the health of your business. In order to run a successful enterprise, you have to think in terms of customer growth and expansion. The digital transformation of business has given customers more choices and greater freedom from long-term arrangements. Customer nurturing.

SaaS 74

SaaS Marketplace as a Service Underperforming Technical Team Scale 74

User Pilot

JULY 14, 2022

The ultimate goal of any user onboarding experience should be to get users to experience the core value your product offers, help them reach the activation point, and from there, boost retention. A common misconception is that user onboarding is simply about getting users to sign up for your product or service. Userpilot can help.

Onboarding 83

Onboarding User Experience Marketplace as a Service Social Media 83

Totango

NOVEMBER 14, 2019

Today’s digital marketplace, with its flexible subscription models and highly customizable solutions, has empowered customers to shop around until they find a service that meets their unique requirements. . Onboarding is your chance to prove that your product will meet your customer’s needs, both today and into the future.

Education 64

Education Onboarding Underperforming Technical Team Marketplace as a Service 64

SaaSHolic

DECEMBER 2, 2021

Product onboarding is an essential part of customer activation and retention for businesses that are SaaS providers. One of the best things you can do for your customers’ success as a SaaS provider is to ensure that you walk them through a wholesome onboarding experience. Product Tours. Product Analytics.

Onboarding 52

Onboarding Strategy SaaS Underperforming Technical Team 52

User Pilot

FEBRUARY 21, 2022

for user onboarding ), and offering self-service support with a Resource Centre can help your users expand their knowledge base. The degree of personalization is what makes the real difference to their engagement , and has a drastic impact on retention rates. It’s one of the most powerful self-service tools you can deploy.

SaaS 87

SaaS Onboarding Marketplace as a Service Engagement 87

SaaSOptics

MAY 19, 2022

The answer lies in your product or service’s value proposition. If your acquired customers/accounts suffer from low CLV, it could be due to one of the following reasons: You’re not leveraging the total value of your SaaS through competitive pricing. Your product roadmap is misaligned with customer needs.

Acquisition 59

Acquisition Scale Strategy Software Review 59

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. How does Rachel see marketing move ever close to the function of customer success today? What is the optimal way for customer success and marketing to work together? *

SMB 180

SMB Scale Startup Marketplace as a Service 180

User Pilot

APRIL 10, 2023

Large user base: it allows you to increase user population quickly, which is essential for products that rely on the network effect, like social networks, messaging apps, or e-commerce marketplaces. Then test and tweak to get the right balance between free user retention and paid user conversion rates.

Strategy 77

Strategy SaaS Onboarding Marketplace as a Service 77