ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. To that end, here are the metrics you can use to get started.

Finance 98

Finance Metrics Customer Success Headcount 98

SaaStr

OCTOBER 11, 2022

Even with late stage VC capital much harder to get now, and the IPO markets still frozen, I see many folks on my LinkedIn feed saying Sales and Customer Success are underpaid. We and I are still strong proponents of paying your revenue team well. That $1 of revenue only goes so many places.

Scale 213

Scale Customer Success Venture Capital Sales 213

SaaStr

OCTOBER 12, 2021

Getting customer success right is one of the most powerful levers in SaaS: Upsell + expansion with existing customers costs 62% less than acquiring new customers ($0.63 new customer CAC, per KeyBanc 2021 Private SaaS Company Survey ). upsell + expansion CAC vs $1.67 Video: Intriguing Session Slides: .

VP of Engineering 322

VP of Engineering Customer Success Engineering Retention 322

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. You Mon is a serial entrepreneur and the Founder and CEO of ChurnZero.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

SaaStr

OCTOBER 17, 2022

If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. When should you start customer success?

Customer Success 214

Customer Success Sales Hiring Scale Leadership 214

SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. This one isn’t nearly as risky as a VP of Sales , or a VP of Marketing hire. 3-10 or more years, if that’s your Customer Lifetime Value.

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

SaaStr

MARCH 11, 2021

Congratulations on finally hiring your VP of Sales! There are 3 general options: Your VP of Sales is responsible for net new revenue only. The VPS is responsible for closing $Xm in net new revenue this year, period. Post-sales, other than upsell which adds to net new revenue for this year, is someone else’s job.

Sales Hiring 264

Sales Hiring Metrics Sales Churn 264

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 136

Customer Success VP of Engineering Payments Payment Methods 136

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Revenue 89

Revenue Sales Customer Success Technical Review 89

SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. If you’ve raised venture capital, you know net revenue retention is important. What does NRR have to do with customer success? Anyone looking to grow their customer success team, or rather, drive growth and NRR, will have some valuable takeaways. Everything!

Scale 164

Scale Sales Hiring Customer Success Scaling 164

SaaStr

FEBRUARY 14, 2023

If you are a SaaStr reader, you’ll know how passionate I am about Customer Success, since Day 1. For one simple reason: Second Order Revenue. What it all means is that if you do it right, you’ll make 6x or more the revenue from your customers after the sale itself. Word-of-Mouth. Champion Change.

Customer Success 276

Customer Success Compensation Churn Enterprise 276

ChurnZero

JANUARY 6, 2022

Customer Success represents a large source of revenue-generation for SaaS businesses. Though Customer Success was originally regarded as a post-sale cost center, you can flip its narrative with the right metrics, positioning, and forecasting strategy. Choose Metrics that Emphasize Your Value.

Forecasting 98

Forecasting Customer Success Metrics Sales Funnel 98

ChurnZero

FEBRUARY 4, 2022

Customer Success Metrics that Your Investors and Board Care About. They care that you’re staffed appropriately to serve the needs of your customers, because ultimately that results in revenue. A huge part of how customer success collects intel and feedback from customers is by talking with them.

Customer Success 98

Customer Success Metrics Engagement Software Review 98

SaaStr

FEBRUARY 18, 2022

The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow. Embed customer success into the core of your business. Offer enhanced value.

Customer Success 225

Customer Success Retention Company Culture Metrics 225

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Stay tuned and read on to incur extra SaaS revenue. Lay a top-notch customer success journey!

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Revenue 71

Revenue Sales Customer Success Churn 71

SaaStr

NOVEMBER 27, 2021

Is your CS team growing as fast as your sales team? If this is your first SaaS company, you may not have ever hired or built a Customer Success team. This one isn’t nearly as risky as a VP of Sales , or a VP of Marketing hire. 3-10 or more years, if that’s your Customer Lifetime Value.

Sales Hiring 186

Sales Hiring Customer Success Scale Customer Lifetime Value 186

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? We’d like to extend a huge thanks to Dave for his expert insights below, which will help you choose and use Customer Success and SaaS metrics in a more nuanced and purposeful way.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ChurnZero

JULY 8, 2022

Cut to 2022, and the idea that a SaaS company could secure venture funding without investors digging deep into retention metrics seems comical, if not reckless. Net revenue retention (NRR) is taking center stage as the qualifying metric for determining the health of a SaaS business. Net revenue retention defined.

Technical Review 98

Technical Review Software Review Retention Metrics 98

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Payment Services 99

Payment Services Merchant Services Customer Success Business 99

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

Metrics 88

Metrics Customer Lifetime Value SaaS Acquisition 88

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Customer Success 98

Customer Success Metrics SaaS Banking 98

Kellblog

MARCH 17, 2022

If you’re an ARR-based company but do multi-year contracts not every customer has the chance to get out every year. Gross revenue retention rate, and why it’s gathering steam as an important metric. Benchmarks for many of these metrics from the KeyBanc 2021 SaaS Survey.

Metrics 101

Metrics Customer Success SaaS Benchmarks 101

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. This blog focuses on the excellent customer success techniques that will help you improve your recurring revenue.

Customer Success 52

Customer Success Revenue Onboarding Retention 52

ChurnZero

OCTOBER 1, 2022

Why is it that the need for operations in marketing and sales is never questioned, yet Customer Success isn’t given the same allowance? Even though CSQLs have a lower customer acquisition cost, faster rate of return, and high close-rate, says Tony D’Auria, industry principal at Valuize, a customer lifecycle consultancy.

Scale 97

Scale Customer Success Revenue Retention 97

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. NRR, if you’re not familiar, is a simple metric to understand, but actually quite complex and convoluted to implement in practice. Thus the premium placed on NRR as a valuation metric.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Circle of influence.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

Valuize Consulting

JANUARY 25, 2024

Mastering Digital Customer Success: Insights From Valuize Spark Toronto What does your Digital CS model look like today and what was the journey like to get here? In the rapidly evolving B2B recurring revenue economy, the focus on Digital Customer Success is more pertinent than ever.

Customer Success 52

Customer Success Sales Recruiting Scale Strategy 52

Chart Mogul

JUNE 1, 2023

In an uncertain market, customer retention is key. So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. In an uncertain market, customer retention is key. What is customer retention?

Retention 90

Retention Metrics Benchmarks SaaS 90

Chart Mogul

MARCH 23, 2023

How good is your business at retaining customers? Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics. Are you effectively expanding revenue from your existing customer base? If you’re unsure, check your retention metrics.

Retention 52

Retention Metrics Revenue Scale 52

OPEXEngine

MAY 10, 2021

In fact, attracting, retaining, and establishing profitable long-term relationships with customers is even more important for SaaS companies because it’s the key to the recurring revenue model they’re built around. Measuring MRR churn gives companies a more accurate picture of the impact of customer churn on their bottom line.

Customer Success 52

Customer Success Metrics Payments Scale 52