CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Scale 52

Scale Customer Success Scaling Onboarding 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

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

ChurnZero

MARCH 23, 2023

The most important part of Customer Success is the team. More than three-quarters (77%) of Customer Success teams have fewer than 50 people on staff. That’s according to our annual Customer Success Leadership Study published in late 2022. Yet, many teams fall well below industry benchmarks.

Headcount 52

Headcount Benchmarks Customer Success Scale 52

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

Sales Hiring 90

Sales Hiring Customer Success Sales Recruiting Technical Review 90

SaaStr

OCTOBER 13, 2022

ChartMogul is an analytics platform to help you run your subscription business. Our mission is to build powerful and secure cloud software for subscription businesses of all sizes, with a strong emphasis on good design and ease of use.

GCP(Google Cloud Platform) 210

GCP(Google Cloud Platform) Azure AWS Enterprise readiness 210

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. Tell people about your business, get them in the store, sell them things, then look for more customers. Businesses need a new strategy for customer success growth.

Customer Success 100

Customer Success Payment Methods Payments Payment Services 100

Chart Mogul

JULY 28, 2023

She’s joined by Graham Hunter , Head of Startup Program, Segment ; Dani Riggs , Head of Revenue & Business Operations, Accord ; and Jonah Mandel , VP of Sales & Customer Success, Capchase. Maturing your sales and revenue operations Mistakes to avoid when scaling your tech stack.

Scale 52

Scale Sales Hiring Scaling Sales 52

FastSpring

FEBRUARY 6, 2019

Customers are so used to free trials, they have almost come to expect it from a new service. Netflix, for example, markets free trials heavily because their data shows that they work, retaining about one in three people for a subscription. Reducing churn is essential for building a solid customer base.

Payment Features 67

Payment Features Payment Solutions Subscription Pricing 67

ChurnZero

JANUARY 26, 2022

82% of marketers say that “active customer retention” is one of the most important objectives for their CRM team , leading many Marketing and Customer Success team members to seek out new ways to understand customer pain points and improve the customer experience. Complete 360° Customer Visibility.

Scale 97

Scale Churn Scaling Retention 97

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? The first role that comes to mind is driving revenue and it’s probably within sales.

Scale 282

Scale Sales Hiring Sales Marketing 282

ChurnZero

MAY 20, 2021

When you build a Customer Success organization from the ground up, it’s easy to get caught in the trap of doing the wrong things well. To figure out where you should begin on your growth and scaling journey, it’s helpful to first orient yourself with where you stand using a Customer Success maturity model.

Customer Success 90

Customer Success Payments Payment Services Scale 90

ChurnZero

OCTOBER 5, 2021

No worries if you weren’t able to attend (or even if you did and are looking for a recap), we have pulled together our top ten Customer Success takeaways from SaaStr Annual 2021 that we wanted to share with you here. Are your compensation plans setting your business up for longer-term success or subscription contraction?

Customer Success 95

Customer Success Scale Customer Lifetime Value Compensation 95

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Scale Customer Lifetime Value Consulting 98

Valuize Consulting

SEPTEMBER 8, 2022

Strategic Leadership For Smooth Scaling. In today’s high-velocity subscription-based economy, a solid Customer Success (CS) Operations motion is imperative to driving sustainable and scalable growth. This can be in the form of Support, Customer Success Management, Professional Services or Education.

Customer Success 52

Customer Success Scale Entrepreneurship Leadership 52

ChurnZero

JUNE 14, 2023

For subscription businesses, the focus is clear: retaining customers. Older research from Fred Reichheld of Bain & Company showed that, in financial services, “a 5% increase in customer retention produces more than a 25% increase in profit.” When choosing your platform, think beyond your customer success team.

Scale 52

Scale Customer Success Technical Review Sales Hiring 52

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Sornson said.

Customer Success 98

Customer Success Scale SaaS B2B 98

CustomerSuccessBox

MARCH 15, 2022

Improves Customer Engagement Increases recurring revenue (ARR/MRR) via increasing customer engagement Builds Trust. Customers that sign up for a free trial are a great marketing target because they’ve already committed to your business enough to sign up and maybe provide relevant information.

Customer Success 52

Customer Success Payment Solutions Scale Payment Features 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 52

Customer Success Metrics Software Review Customer Lifetime Value 52

Tom Tunguz

MARCH 8, 2016

As a SaaS startup grows, recurring revenue begins to fuel the company. Not too far into the future, the existing customer base begins to contribute more of the startup’s revenue than new customers and bookings. The company suffers a revenue churn of 0.5% Renewals as % of Revenue 0% 26% 37% 46%.

Scale 108

Scale Startup Revenue Sales Hiring 108

ChurnZero

NOVEMBER 4, 2022

With sweeping layoffs, forecast misses, and budget cuts in the news, there’s one question running through the mind of every Customer Success leader right now: What can I do to prepare my department for the impacts of the economic downturn? Customers will respect and trust you infinitely more when you’re upfront with them.

Customer Success 98

Customer Success Scale SaaS Finance 98

SaaStr

MAY 8, 2021

Forcing your sales team to do collections is OK in the early days, but doesn’t work perfectly either, and doesn’t scale. Monthly invoices can make things even worse, of course. But getting paid in a simple ACH or credit card payment each month can be magical. Annual deals can create unnecessary customer friction.

SaaS Payments 283

SaaS Payments Payment Services Scale Payments 283

OpenView Labs

FEBRUARY 9, 2021

While we aren’t going 100% usage-based overnight, if you look at some of the mega-trends in software—things like automation, AI, and APIs—the value of a product normally doesn’t scale with more folks logging in. Usage-based pricing will be the key to successful monetization in the future. You can’t predict your best customers.

Scale 98

Scale Pricing Scaling AWS 98

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Customer Success Conference 2022 by TSIA. Recurring Revenue Conference.

Customer Success 52

Customer Success Customer Lifetime Value Interviewing Subscription 52

SaaStr

OCTOBER 20, 2022

We have a rapidly growing customer base across several verticals, particularly financial services, HR, healthcare, and education. ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses. Justworks takes the busyness out of growing a business and alleviates the unknown.

Scale 225

Scale compliance Healthcare AI 225

Subscription Flow

NOVEMBER 28, 2023

One way to do that is through marketing and revenue-generating strategies such as freemium and product demos which are critical to growing one’s clientele. Furthermore, B2B SaaS companies’ recurring revenue model offers a steady and predictable revenue stream that enables improved financial planning and growth investment.

SaaS Payments 59

SaaS Payments Payments Business Model Payment Services 59

Baremetrics

JULY 8, 2021

This allows their team to focus on product, sales, and customer success while staying lean. MetricFire is a full-scale platform that offers infrastructure, system, and application monitoring using a suite of open-source monitoring tools. Stripe is the leading payment processing service for SaaS and subscription businesses.

Payment Services 105

Payment Services Payment Solutions Payments SaaS Payments 105

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

CustomerSuccessBox

AUGUST 31, 2021

Customer Success is the key to driving retention, renewals and thereby, increasing recurring revenue for the business. Although it’s upon the Customer Success team to drive retention, renewals, etc., Senior Customer Success (CS) leader VP of Customer Success Head of Customer Success.

Customer Success 52

Customer Success Customer Lifetime Value Churn Acquisition 52

Intercom, Inc.

APRIL 22, 2019

His new venture focuses on creating a central knowledge network for scaling businesses so that employees aren’t wasting hours by chasing down important resources and company history scattered across a host of apps like Google Docs, SharePoint sites, Evernote and more. Collaboration pains increase as you scale. Short on time?

Scale 156

Scale Scaling AI Search Underperforming Technical Team 156

CustomerSuccessBox

AUGUST 12, 2021

You probably have heard about Customer Success so many times but are still very confused if it’s suitable for your business or not. The questions which you might have in your head are being answered in detail here so that, after going through it, you have clarity on whether you’re ready to roll out Customer Success processes or not.

Customer Success 52

Customer Success Technical Review Sales Hiring Payment Features 52

Totango

DECEMBER 3, 2020

Looking back at the 2020 Customer Success Salary Report , this year has also had a particularly influential effect on the Customer Success (CS) Industry. As compared to 2019, companies are increasingly growing their Customer Success teams to maximize retention and drive growth from existing customers. .

Customer Success 64

Customer Success Compensation Scale Onboarding 64

SaaStr

JANUARY 7, 2021

Whether it was our interview with Podium’s Eric Rea on how he scaled with a team outside the Bay Area before it was really considered an option, or TripAction’s Megan Eisenberg on how to prioritize trade-offs in marketing without sacrificing pipeline, we’ve covered the gambit of relevant topics throughout the year. .

Scale 265

Scale Sales Hiring Scaling B2B 265

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. Notable examples include: Unity—2.0

Pricing 64

Pricing Customer Success Scale Compensation 64

CustomerSuccessBox

DECEMBER 3, 2021

As a Customer Success leader , you reviewed your past year’s performance thoroughly. Well, it’s not easy to prove a case for Customer Success(CS). Head of CS, Director of Customer Success , or Senior CS leader. The CFO has to understand the value that a customer brings to the organization is great.

Customer Success 52

Customer Success Data Technical Review Headcount 52