Totango

JULY 8, 2021

Firefighting happens when you don’t have visibility into what is going on in your customer portfolio so you are constantly putting out fires, especially around renewal time. To use customer health score effectively, create scoring systems and profiles specific to each phase of your customer’s journey and each type of customer.

Systems Review 65

Systems Review Underperforming Technical Team Payment Features Churn 65

ChurnZero

JUNE 19, 2020

During the webinar, we discussed: How customer retention impacts the valuation of your company. How Customer Success can effectively drive retention. What data you need to get the investment in your Customer Success team. Q: Do you expect a shift in the value and focus of growth versus retention?

SaaS Payments 72

SaaS Payments Retention Metrics Payment Solutions 72

SaaStr

NOVEMBER 2, 2019

What does Krish mean when he says, “In SaaS, you either sell to one of 2 customer profiles”? How does Krish think about purely serving the SMB market? Does one have to expand the product line to retain customers? How does he think about the mortality rate of SMBs? First, what is continuous customer development?

Scale 128

Scale SaaS Payments Sales Recruiting Payment Services 128

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 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

SmartKarrot

OCTOBER 11, 2022

Role: Director of Customer Success Location: Atlanta, GA, US Organization: hireneXus As a Director of Customer Success, you will optimize each portfolio company customer journey and experience, providing each with a professional and comprehensive Customer Journey Map.

Customer Success 19

Customer Success Technical Review Systems Review Outsourced Development 19

OPEXEngine

NOVEMBER 17, 2020

Especially now, since the onset of the pandemic, most companies have shifted some acquisition resources to customer retention—especially in 2020, look at what was spent on acquiring new customers and back-out anything that doesn’t apply. For monthly subscriptions, it may be the day after the subscription expiration.

Systems Review 52

Systems Review Technical Review Payment Features Scale 52

Chart Mogul

MAY 30, 2019

At ChartMogul, our aim is to help our customers become category leaders. We know that transformational customer success focuses on proactive, strategic engagement. It ensures that users are successful. And this kind of customer success may even transcend traditional boundaries to the collective benefit of all parties.

Underperforming Technical Team 78

Underperforming Technical Team Development Strategy Management 78

Sales Hacker

OCTOBER 15, 2018

Nick talks to us all about customer success , how to measure it, how to think about it, what phases are important and relevant to your company when you’re incorporating customer success, and he also gives his point of view on why aliens have not yet visited the planet earth. What You’ll Learn.

Customer Success 47

Customer Success Scale Underperforming Technical Team Retention 47

SaaStr

MARCH 20, 2020

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? * How does Rachel think about the importance of getting in front of your customers? There are costs to delivering books to customers. .”

SMB 180

SMB Scale Startup Marketplace as a Service 180

SaaSOptics

APRIL 30, 2019

Variations of ARR/MRR that provide even more useful insights: New ARR/MRR – new sales to new customers. Expansion ARR/MRR – existing customers who expanded their subscriptions or licensed additional products or modules. Contracted ARR/MRR – existing customers who downgraded their subscription. Cohort Analysis.

Metrics 91

Metrics SaaS Churn SMB 91

FastSpring

SEPTEMBER 2, 2020

Tracking your LTV/CAC ratio allows you to spend the right amount on customer acquisition while still making a profit. Focuses on Loyal Customers. Knowing how much it costs to bring a customer on board—and how much they’re worth—is key. Average retention time in months or years = LTV. In doing so, their LTV tripled.

Scale 135

Scale Payment Methods Payments SaaS Payments 135

SmartKarrot

FEBRUARY 9, 2022

Have you ever heard a C-Suite executive say that he/she is okay with losing out on a few customers every month? The reason for that is customer retention is highly crucial for SaaS companies because – . Retaining a customer is a better thing to do than acquiring new ones. What is customer retention?

Retention 10

Retention Revenue SaaS Benchmarks 10

SmartKarrot

JULY 3, 2020

Role: Customer Success Manager Location: Columbus, OH, US Organization: FloQast As a Customer Success Manager, you will manage a diverse portfolio of customers, from SMB to enterprise, develop new business from existing clients and manage the client relationship. Identify upsell/cross-sell opportunities.

Customer Success 10

Customer Success SMB Consulting Onboarding 10

SmartKarrot

DECEMBER 21, 2020

Role: VP of Customer Success Location: Pleasant Grove, UT, US Organization: IsoTalent As a VP of Customer Success, you will develop and execute a strategic roadmap for the customer success organization. Collaborate with partnerships and sales on selling techniques and growth/retention strategies.

Customer Success 10

Customer Success Scale Leadership SMB 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

FastSpring

JANUARY 27, 2022

In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV. Note: FastSpring offers advanced subscription management services that support free trials, monthly and annual paid plans, proration, discount management, and more. How Castos upsells subscription tiers.

Merchant Services 118

Merchant Services Payment Services SaaS Payments Payment Solutions 118

SaaStr

AUGUST 9, 2019

When should one look to hire their first customer success reps? Vikas Bhambri: That seamlessly flows through then when you hand off to the implementation team or the customer success team, are we meeting those KPIs? It’s not an SMB where you’re getting volumes of 100 a day. Harry Stebbings: Totally.

SaaS Payments 132

SaaS Payments Cloud Technical Review Scale 132

SmartKarrot

JULY 25, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Nearpod As a Director of Customer Success, you will successfully lead, manage, and mentor School Team Managers who lead Customer Success Managers. Maximize renewal rates and recurring revenue; ensure customer growth.

Customer Success 3

Customer Success AI SMB Forecasting 3

Point Nine Land

JUNE 18, 2023

In fact, it’s almost impossible to get a really good understanding of a service’s usage without looking at activity and retention numbers on a cohort-by-cohort basis. Cohort analysis is a powerful method used to analyze groups of customers and their behavior over time. Should I look at churn or retention cohorts?

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

SaaStr

JUNE 1, 2021

I’m going to skip by my life story, and how I grew up as a small child in India, and how the dusty streets influenced my take on unit economics, and SaaS subscription models. Do not…,” and the reason is no one hardly ever has succeeded in building a big business in SMB. I’m going to talk about retention.

Part-Time VPE 224

Part-Time VPE Technical Cofounder CTO Hire New CTO 224

SaaStr

OCTOBER 29, 2019

I was on the product team and saw this opportunity for us to work more cross functionally across the company and focus heavily on retention and monetization. This is a mobile solution for SMB’s to send an invoice and get paid. This is an interesting study that was done by the folks from Price Intelligently.

Payments 100

Payments Pricing Compensation SaaS Payments 100

SaaStr

SEPTEMBER 27, 2019

And that was around the time that I left and then since then HubSpot has built an invoice generator and a bunch of other things. I’m seeing further and further, this integration between almost customer success in marketing with the content that marketing is producing being pushed down and used in many customer success cases.

Sales Hiring 131

Sales Hiring Sales Recruiting Scale Software Review 131

ChurnZero

OCTOBER 12, 2021

Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success. Adoption Hero – Sibme. Renewal/Expansion Hero – Jisr.

Healthcare 98

Healthcare Systems Review Scale Point of Sale 98

SaaStr

NOVEMBER 22, 2019

How does the engagement model with customer need to shift? Why does Travis believe net retention must always be the guiding North Star? How does Travis think about the different steps to customer qualification today and what makes the best SDRs? The reason that everyone is involved is actually net retention.

Underperforming Technical Team 158

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 158

Chart Mogul

SEPTEMBER 15, 2023

Software subscriptions are the life of every SaaS business and must be accounted for properly in your general ledger. That is SaaS subscription revenue and the corresponding deferred revenue balance. I’m also a board member of Beek , a B2C subscription audiobook company, and I’ve advised many companies across both models.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

Chart Mogul

OCTOBER 9, 2020

Primarily because it fails to attribute future gains as customers land, expand, and grow with you. Freemium buyers can be largely organized into two categories: Price-sensitive early-stage and SMB users who get started with your product for free, and convert to paying customers as their needs (and businesses) grow.

Scale 83

Scale Churn Metrics Retention 83

OPEXEngine

MAY 12, 2020

So the world has awoken to the fact that during COVID-19, customer success, churn and retention are not just high priority, they are existential. Is the focus on clients and retention more like toilet paper shortages, in-home haircuts and elective medical procedure delays, in that we know the trends will fade?

Technical Review 59

Technical Review SaaS Software Review Sales Hiring 59

ChurnZero

OCTOBER 12, 2021

Announcing the Winners of ChurnZero’s 2021 ChurnHero Awards Your Customer Success program is a telling datapoint when comparing great companies apart from their peers. The effects of CS run deeper than just customer retention – this instrumental function can have a profound impact on your long-term corporate success.

Healthcare 52

Healthcare Systems Review Scale Point of Sale 52

Chart Mogul

OCTOBER 9, 2020

Primarily because it fails to attribute future gains as customers land, expand, and grow with you. Freemium buyers can be largely organized into two categories: Price-sensitive early-stage and SMB users who get started with your product for free, and convert to paying customers as their needs (and businesses) grow.

Scale 52

Scale Churn Metrics Retention 52

SaaStr

JULY 1, 2020

I’m looking at it and I’m like, “Who’s got the Wall Street Journal subscription? Then, we’ll end of the day with me and Stewart Butterfield and obviously Slack is doing well, but Slack also has a massive SMB base and its challenges. Let’s cancel it. It’s $9 a month. Good morning, everybody.

Merchant Services 179

Merchant Services Scale Sales Recruiting Sales 179

Kellblog

FEBRUARY 2, 2023

Formerly backseat metrics like ARR/FTE, free cashflow (FCF) margin, R40 score, and gross dollar retention (GDR) come to the front seat joining net dollar retention (NDR) and ARR growth. As companies prepare for a potential wave of churn , they put more emphasis on retention than ever before. Retain is the new add. SaaS sprawl.

Software Review 120

Software Review Development Team Review Underperforming Technical Team Scale 120

Intercom, Inc.

AUGUST 29, 2019

The role is focused both on upsell as well as retention and customer success activities. One of the things that’s great about Stripe’s commercial model is we make money when the customer makes money. ” We started with a really small base of people who were SMB, really small customers.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

User Pilot

FEBRUARY 21, 2023

in order to achieve higher conversion rates, user activation rates – and in the long run – drive retention. Product-led growth may be a bit of a buzzword, but achieving no-code growth is particularly important for SaaS companies with low ACV, freemium models, and generally those in the SMB sector. – Saurav S.

Software Review 52

Software Review Onboarding Technical Review Underperforming Technical Team 52

SaaStr

SEPTEMBER 13, 2019

Why does Allison believe product marketing and customer success are the new sales and marketing? When this guest was first on the show over two years ago she was VP of Customer Success. Can I ask, specifically with regards to the customer success function, how does that change and alter with scale specifically?

Engineering 26

Engineering Scale Underperforming Technical Team Customer Success 26

Sales Hacker

OCTOBER 7, 2021

Following Sailthru’s sale to CM Group in 2018, Cassie took on the expanded role of Chief Customer Officer for CM Group’s 200MM+ martech portfolio. Cassie spent the first pre-SaaS chapter of her tech career in growth roles in subscription and marketplace businesses (TheLadders.com, GLG).

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130

Sales Hacker

AUGUST 25, 2020

If you missed episode 123, check it out here: How to Go From a Transactional Model to a Subscription Model with Brandon Meyers. I have a sales org that spans both acquisition as well as existing customer retention and growth, and everything from SMB to our key and Global Accounts. Subscribe to the Sales Hacker Podcast.

Management 72

Management Sales Recruiting Sales Hiring Development Team Review 72

SaaStr

MARCH 13, 2020

315: Harry Hurst is the Co-Founder & Co-CEO @ Pipe, the startup that gives you control of your cash flow by giving you access to the full annual value of your monthly subscriptions, upfront. Why does Harry believe investing in customer success is far more important than customer acquisition? *

SaaS Payments 213

SaaS Payments Payment Methods Finance Payments 213