SaaStr

APRIL 10, 2023

Others may seek to corner the SMB market. How is it that you want to sell to startups differently than the rest of your customer base?” Zendesk knew that they could risk selling to startups like any other SMB, so that was the problem they set out to solve. Think about how to find these valuable customers.

Startup 211

Startup Scale SMB Venture Capital 211

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

DECEMBER 8, 2022

NRR is Metric #1. This is a long-term theme on SaaStr, but it was interesting to me just how much this is Yamini’s #1 north star metric. Even selling to SMBs, HubSpot gets half its growth at scale from its installed base. I asked Yamini where to put the incremental dollar into — Sales or Customer Success?

Scale 243

Scale SMB Scaling Customer Success 243

SaaStr

JUNE 7, 2023

It has now secured over $67M in funding and offers a robust platform for mid-market and SMB segments. WorkRamp shifted its focus to a different segment –– the mid-market and SMB side. Because when we looked at our data, we saw that we had much more success sub 5,000 employees,” Blosser says. Well, not all the time.

Scale 207

Scale Scaling SMB Marketing 207

SaaStr

NOVEMBER 12, 2020

But keep in mind that employee count isn’t always indicative of company size, ARR or funding, and so typically revenue is the more important metric. . Are your customers, investors, or the board asking for it? Differentiating between Small and Medium Businesses (SMB) and Enterprise, or larger companies, is vital.

Scale 278

Scale SMB Sales Hiring Enterprise readiness 278

SaaStr

OCTOBER 3, 2023

Finding product market fit Moving from SMB to Enterprise or vice versa Achieving Enterprise repeatability Strategic expansion Borland has experienced all four stages at three different companies and knows what teams and functions look like for each stage of growth. You’ll need to define your business objectives for the revenue play first.

Enterprise 234

Enterprise B2B Scale SMB 234

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

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. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

SaaStr

DECEMBER 20, 2021

Moving from Churn to NRR as the Core Retention Metric. This may sound obvious to more enterprise folks, but many Very Small Business and SMB focused SaaS companies still focus more on churn than NRR. It’s part of the legacy of B2C and SMB having a lot of similarities in SaaS. NPS is A Great Core Metric. #3.

Metrics 54

Metrics SMB Scale B2C 54

SaaStr

DECEMBER 3, 2021

. #9 SaaStr 150: Why New Qualified Leads Divided By Win Rate Is The Metric in SaaS, Why It Is Harder To Go Enterprise Down Than SMB Up & How To Create Engines of Growth Within Your Organization with Paul Albright, Former CRO @ Marketo. #8 1 SaaStr 221: HBS Sr. . #4 1 SaaStr 221: HBS Sr.

Scale 207

Scale Sales Hiring SMB Benchmarks 207

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

Sales Hacker

SEPTEMBER 25, 2019

Enterprise sales is hard, which is why most businesses start as an SMB org and grow into an enterprise org. So let’s look at how to drive sales in a high-growth situation, so the transition from SMB to enterprise is smoother (and faster). 2 rules for transitioning from SMB to enterprise. Involve Customer Success early.

SMB 73

SMB Enterprise Strategy Compensation 73

SaaStr

DECEMBER 14, 2020

“Churn” is a term we all use in SaaS as a core metric, but its roots, as near as I remember and can tell, come from our B2C colleagues. Churn is a good term for your SMB and freemium customers. This is Broken Record Advice at SaaStr, but go visit at least all your top customers. the dynamics are similar.

Churn 362

Churn Sales Hiring Systems Review B2C 362

SaaStr

NOVEMBER 28, 2022

This may look like moving from a mid-market business to an SMB, and eventually to an enterprise. Another strategy we often see is moving from a PLG model to a sales assistive model with a more established sales team that can sell the product to the customer. . Set them up for success. . Align on success metrics.

Scale 206

Scale Finance Sales Hiring Scaling 206

SaaSOptics

APRIL 30, 2019

often talk about B2B SaaS metrics from the perspective of what investors want. If you don’t have easy access to the metrics they expect (or, worse, if they’re wrong), your valuation could suffer and that’s the last thing SaaS founders, CEOs and CFOs want to hear. SaaS Metrics Give You Insights You Can’t Get from Recurring Revenue.

Metrics 91

Metrics SaaS Churn SMB 91

CustomerSuccessBox

OCTOBER 26, 2021

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.

Customer Success 52

Customer Success Sales Hiring Scale SMB 52

Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. Post-Sale Customer Success Data (how happy they are). Let’s dig into it.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. Since they differ from firm to firm, tracking every metric out there doesn’t make economical sense. However, the one universal metric is the “Net Retention Rate (NRR)”. Choose the right Customer Success tools.

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

SaaStr

MAY 5, 2022

Leaders should prioritize bringing in high performers—individuals who will hit the ground running and push your team’s metrics forward. . With more maturity, some of these decisions can be related to the product and require you to consider which products are offered to make the most sense for different customer segments.

Scale 223

Scale Sales Hiring Scaling Sales 223

SaaStr

OCTOBER 11, 2023

Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. You don’t want to overwhelm SMB customers, and Monday made this a focus from day one. All the metrics we’re using — LTV to CAC, CAC return rate — don’t take cash into account. Before, they burned $.16

Scale 164

Scale Sales Hiring Scaling Banking 164

OpenView Labs

MARCH 4, 2019

Part 1: Onboarding and Customer Marketing. Your self-service customer success model can benefit all size businesses and yes, Customer Success Managers (CSM), if it’s done correctly. Many of my clients, and even some of my professional peers, tend to think that self-service resources only work for SMB clients.

Customer Success 61

Customer Success SMB Sales Hiring Onboarding 61

SaaStr

DECEMBER 5, 2023

You always have to build more relationships within the customer organizations Gong, as an example, started as an SMB platform and went to Enterprise. You also need dedicated resources across your organization — marketing, customer success, product, legal, and finance. The lesson learned?

Scale 194

Scale Enterprise readiness compliance Enterprise 194

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

ChurnZero

JANUARY 4, 2019

But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? We’ll see more applications of AI in Customer Success, but these will mostly be behind-the-scenes. the stuff that Customer Success teams are really meant to do).

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

CustomerSuccessBox

MAY 25, 2021

The Net Retention Rate (NRR) and Gross Retention Rate(GRR) show retention in terms of revenue retained over a period of time whereas Customer retention Rate or Logo Retention Rate show retention in terms of the number of customers. Measuring both of these metrics will give a more balanced view of your retention. GRR or NRR.

Retention 52

Retention Metrics Outsourced Development SMB 52

SmartKarrot

SEPTEMBER 12, 2022

Ensure the timely and successful delivery of the products and services according to needs and objectives. Demonstrate the continuous value of the solutions by successfully renewing annual customers. Analyze key account statistics and performance metrics to identify pain points and educate clients to drive campaign improvement.

Customer Success 19

Customer Success Scale SMB Technical Review 19

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna.

Customer Success 59

Customer Success Leadership Churn Finance 59

Intercom, Inc.

OCTOBER 24, 2022

So how do you align your sales team to focus on customer success? One way is to incentivise your sales team on customer success metrics or the renewal. Enterprise and SMB companies typically purchase in different ways and require different levels of support.

Strategy 91

Strategy Sales SMB SaaS 91

SmartKarrot

MARCH 14, 2023

Role: Director of Customer Success Location: NAMER, United States (Remote) Organization: Appvance As a Director of Customer Success, you’ll ensure that consumers utilise Appvance actively and receive a return on their investment (ROI) and business value. Employ a group of knowledgeable customer success specialists.

Customer Success 19

Customer Success Scale Technical Review SMB 19

OpenView Labs

MAY 8, 2019

So far we’ve looked at the first six of seven elements that make up a self-service customer success model that can work for businesses of all sizes. When it’s done well, this model deepens your customer’s engagement while empowering your Customer Service Managers (CSMs) to provide much greater value to all of their accounts.

Customer Success 56

Customer Success Scale Entertainment SMB 56

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Scale Outsourced Development Systems Review 19

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.

Customer Success 19

Customer Success Sales Recruiting SMB Forecasting 19

SmartKarrot

JANUARY 3, 2023

Director of Customer Success Location: Remote, United States Organization: ABC Fitness Solutions As a Sr. Director of Customer Success, you will build a world-class Customer Success team. Deliver world-class customer success processes for both SMB and Enterprise customers that scale.

Outsourcing Services 19

Outsourcing Services Customer Success Outsourced Development Scale 19

SaaStr

JUNE 24, 2020

How does Julie think about the relationship of customer success and marketing? And I think what you do as a marketing leader is you make sure everyone is really clear on the performance metrics that you’re going to measure across the team. And then as a marketing leader, you need to be operationalizing those metrics.

Scale 289

Scale Content Marketing B2C Branding 289