CustomerSuccessBox

SEPTEMBER 20, 2021

The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to. Gain Grow Retain: B2B SaaS Customer Success. Women in Customer Success.

Customer Success 52

Customer Success Interviewing B2B Subscription 52

OpenView Labs

SEPTEMBER 8, 2021

The complexities of pivoting from traditional seat-based subscriptions to usage-based pricing are analogous to making the leap from on-prem to SaaS in the first place. . In a pure consumption-based or pay-as-you-go model, every day the customer is making a decision about whether to use a product.

Pricing 64

Pricing Customer Success Scale Compensation 64

Tom Tunguz

AUGUST 11, 2014

When I started in the venture business and met software companies, I never heard the words customer success during pitches or throughout diligence or in board meetings. A few years later, customer success has become equal in importance to sales and marketing and engineering and product within SaaS companies.

Customer Success 100

Customer Success SaaS Payments Payment Services Development Team Review 100

CustomerSuccessBox

NOVEMBER 2, 2021

A seamless handoff from sales to customer success to implementation is necessary to deliver the promised early value. This is crucial to make your customer’s experience easier. CS professionals must have felt the grunt of a bad transition from Sales to Customer Success. Customer Retention. Onboarding.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

SaaStr

FEBRUARY 9, 2024

From a Go-To-Market perspective, Zapier uses a hybrid model that involves a combination of freemium offerings, subscription plans, and partnerships. Let’s dive into what’s making that hybrid model successful: PLG and Sales Led? They had two salespeople and one customer success person. At the same time?

Scale 249

Scale Sales Hiring Sales Marketing 249

SaaSOptics

MARCH 16, 2022

In this webinar recap, you’ll see the most significant trends in SaaS pricing, subscription management, metrics/analytics, and what they could mean for your business in 2022. Trends in Subscription Management . There are several factors involved in monitoring the health of your subscription business.

Trends 98

Trends B2B Scale Payment Features 98

SmartKarrot

JANUARY 20, 2023

Role: Customer Success Lead Location: Remote, Switzerland Organization: Earny Switzerland As a Customer Success Lead, you will take charge of user requests & improve the payroll application and user experience. You will bring precise and fast answers to customers on all contact channels (emails, phone, etc).

Customer Success 19

Customer Success Outsourced Development Payment Features Government 19

ChurnZero

OCTOBER 4, 2019

It’s time for another installment of our blog series where we spotlight a Customer Success professional and get their take on the industry as well as get to hear some of their top tips they’d like to share. Today we are showcasing – Sam Schneider, the VP of Client Success at Bloomfire. A: It’s ok to say no.

Customer Success 40

Customer Success Sales Hiring Scale Underperforming Technical Team 40

Tom Tunguz

NOVEMBER 11, 2014

The modern SaaS startup asks marketing to fill the top of the funnel, sales to qualify and close leads, and customer success to retain customers. But the churn problem may be the symptom of improper pre-qualification up-stream in the sales and marketing workflows.

Customer Success 111

Customer Success Startup Sales Hiring SaaS 111

SaaStr

JANUARY 24, 2024

Kate has a simple framework for going upmarket: Product, People, and Process. From a product standpoint, you might think you have product market fit. But selling to large companies means having the right security and administrative features and requirements. Calendly is scheduling automation and has roots in PLG.

Scale 215

Scale Sales Hiring Scaling Revenue 215

SaaStr

NOVEMBER 2, 2019

How does your customer success and customer support functions change with the move to enterprise? In terms of the product market fit falling apart. Is something very important because when we think about simplicity, you don’t want to present an invoice every time they want additional help.

Scale 127

Scale SaaS Payments Sales Recruiting Payment Services 127

SaaStr

FEBRUARY 14, 2023

Net Dollar Retention Shows SaaS’s Best Qualities NDR encapsulates SaaS revenues’ best qualities in one metric: the subscription-based model. It’s much easier to sell something to a customer you’re already working with than it is to win them again and again. You do that by showing momentum. What does a good gross margin look like?

Metrics 199

Metrics Marketing SaaS SMB 199

User Pilot

JULY 27, 2023

UX Designer: Responsible for understanding the unique needs and requirements of SaaS users and designing the user interface and experience of SaaS products. Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

SmartKarrot

AUGUST 4, 2022

Develop ways to be innovative in Client Success by researching and developing programs that encourage customer advocacy, retention, and product marketing. Apply here: [link] Role: Customer Success Manager Location: New York City Metropolitan Area, US (Hybrid) Organization: Regal.io Apply here: [link].

Customer Success 19

Customer Success User Experience Innovation Retention 19

Sales Hacker

MARCH 1, 2024

Through owned distribution channels, they spent the first year marketing the “problem,” rather than the product, to build an audience that could validate the brand’s story. This allowed them to find their product market fit early on, gaining feedback from their network to inform marketing decisions.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

User Pilot

OCTOBER 5, 2023

Calculating the actual customer acquisition costs accurately can be challenging, and CAC payback doesn’t consider customer lifetime value or differentiate between high- and low-value customers. Collaboration between product , marketing, and sales teams is essential to effectively identify and target high-value customers.

SaaS Payments 105

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 105

SmartKarrot

OCTOBER 7, 2021

Role: VP of Customer Success Location: Miami, FL, US Organization: AutoLeadStar As a VP of Customer Success, you will provide the front-line relationship for a select group of customers on an ongoing basis, and liaise with external and internal stakeholders as needed.

Customer Success 19

Customer Success Sales Recruiting Scale User Experience 19

Chart Mogul

JUNE 1, 2023

Let’s say that of that original group, you retained 300 customers (while 100 customers churned in the last year). So, your customer retention is calculated by dividing 300 by 400. Your customer retention is 75%. Retaining your customers is equally important. Companies with retention rates over 85% grow 1.5-3x

Retention 90

Retention Metrics Benchmarks SaaS 90

SmartKarrot

SEPTEMBER 16, 2021

Role: Vice President of Customer Success Location: Washington, DC, US Organization: Full Measure Education Inc. As a Vice President of Customer Success, you will develop and oversee the implementation of the product offerings, including onboarding and training for all new and existing customers.

Customer Success 19

Customer Success Cybersecurity Education Onboarding 19

User Pilot

FEBRUARY 25, 2024

Support friction – when poor customer service or inadequate support resources don’t allow users to resolve their problems in time. Pricing and billing friction – when customers don’t understand the pricing structure or find it difficult to cancel their subscription.

Scale 104

Scale SaaS Onboarding Engagement 104

ChurnZero

MAY 6, 2022

“If your product or service can have an impact on ROI, that’s what you really need to do. Slack is a productivity tool and did really well. But for productivity tools, which don’t have ROI measurements, it’s harder to get started.”. Subscription businesses have focused on new logos for too long. “If

Retention 98

Retention Revenue Entrepreneurship B2C 98

User Pilot

MARCH 12, 2024

TL;DR Userpilot Paths allows product , marketing, and customer success teams to map out all the actions users take before or after an event. By looking at the Top Path visualization, you can easily spot the sequence of events that most users take up to a conversion event, like a subscription to the premium plan.

Customer Lifetime Value 105

Customer Lifetime Value User Experience Onboarding Churn 105

User Pilot

APRIL 29, 2024

For example, you could use the survey to identify your most loyal users based on subscription renewals and high engagement rates and invite them to beta-test new features. Loyalty segmentation survey questions How long have you been using our product? On a scale of 1-7, how satisfied are you with our product? Step-by-step.

Payment Solutions 104

Payment Solutions SaaS Payments Payment Methods Payments 104

Kellblog

JULY 8, 2020

They should have input, but startups should hire a VP of Marketing with strong product marketing skills at the same time as the first VP of Sales. (DK: That embrace needs to be deeper than just go-to-market; it has to include product in some way.). Waiting too long to create Customer Success and give it renewals.

Sales Hiring 139

Sales Hiring Startup Software Review Enterprise 139

SaaStr

JANUARY 7, 2021

In this episode, David Skok , General Partner @ Matrix Partners , uncovers the crucial step missing when it comes to finding product-market fit for B2B companies, how to set-up your sales team for success early on, and what metrics really matter when it comes to a payback period.

Scale 234

Scale Sales Hiring Scaling B2B 234

SaaStr

MARCH 20, 2020

As for Rachel, prior to joining Pilot, she saw the hyper-growth of Slack firsthand enjoying a couple of different roles including Head of Growth Marketing and then also Head of Self Service and Platform Marketing. Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences.

SMB 179

SMB Scale Startup Marketplace as a Service 179

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. Your user adoption journey starts long before users actually interact with your product or platform. Your customer success program is key in this case too.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

SmartKarrot

AUGUST 17, 2021

When your SaaS company gains customers, they need help tracking and keeping customers. You need to have a great customer success platform that assesses customer relationships, product usage, customer onboarding and more. A dedicated customer success platform has multiple benefits.

Customer Success 19

Customer Success Software Scale Investment 19

Intercom, Inc.

NOVEMBER 7, 2019

It was really like the early days, and from there I built with the team all of the go-to-market engine, from building the first sales team, then thinking about how to make the organization evolve as we were growing and finding product-market fit to where we are today.

Scale 162

Scale Payment Methods Payment Solutions Marketing 162

Chart Mogul

MAY 3, 2023

We sit down with Daniel Bakh, CEO & Co-founder at Fullview, Parker Moore, Head of Customer Success at Vitally, and Enzo Avigo, CEO & Co-founder at June to discuss recent trends in this key metric. If you’re an early-stage company your retention is a key sign of your product-market fit. You have less noise.

Retention 52

Retention Trends B2B SaaS 52

User Pilot

JANUARY 18, 2023

With so many product marketing strategies floating around the SaaS world, it can be hard to identify the right one. In this guide, we’re going to go over what PLG marketing is and why it just might be the perfect approach for your business. First of all, PLG strategies use the product as the primary marketing channel.

Strategy 98

Strategy Marketing Scale Software Review 98

Sales Hacker

JULY 18, 2022

Send them from Customer Success Managers. It’s important for a brand for several reasons: Feedback loops maintain constant contact between the customer and the brand. They help determine if customers are satisfied and whether they will churn. They improve customer loyalty when they can consider a brand as transparent.

Payment Services 76

Payment Services Churn Payment Methods Payment Solutions 76

User Pilot

NOVEMBER 27, 2023

TL;DR While churn rate vs retention rate measures two different aspects of the customer journey, the goal for both is the same: to routinely track and improve them. The churn rate refers to the percentage of customers discontinuing their subscriptions during a given time period. Customer Churn Rate Formula.

Churn 102

Churn Retention Benchmarks Customer Lifetime Value 102

Subscription Flow

JANUARY 5, 2024

It is critical to measure retention over time or at multiple points in a given period for a successful product marketing campaign. Customer retention cost is a retention metric that is calculated by dividing the total annual cost of customer success, initiatives, and retention teams by the number of active users.

B2B 52

B2B Metrics SaaS Benchmarks 52

User Pilot

JUNE 16, 2022

It helps product managers to identify bottlenecks in the customer journey and remove them, improve customer retention and loyalty , and make data-driven decisions on product improvements. Product marketers can also use CX data to create better strategies to boost initial user engagement and attract relevant prospects.

Customer Lifetime Value 98

Customer Lifetime Value Churn Retention User Experience 98

Chart Mogul

MARCH 23, 2023

Analyzing retention over 12 months works well for both annual and monthly subscriptions. It allows for the full customer lifecycle, including adoption and expansion. In the pre-product market fit stage of the business, net retention is usually poor. In many cases, you’ll need to depend on your customer success team.

Retention 52

Retention Metrics Revenue Scale 52

SmartKarrot

JULY 23, 2021

Role: Vice President of Customer Success Location: Remote, United States Organization: Storm2 As a Vice President of Customer Success, you will leverage business metrics and customer feedback to help build, implement and enforce a repeatable process for both the shopper and merchant support.

VP of Engineering 10

VP of Engineering Customer Success Merchant Services Forecasting 10