User Pilot

NOVEMBER 27, 2023

Wondering how churn rate vs retention rate are different? Both metrics are important to track if you want to implement a successful product retention strategy. Other important metrics related to churn and retention efforts. Ways to analyze churn and improve retention rates based on the data.

Churn 77

Churn Retention Benchmarks Customer Lifetime Value 77

SaaStr

MARCH 1, 2024

Upsell and retention is an art, science and craft. You can smother customers with love alone in the early days, but as you scale, you need a seasoned customer success team and VP that has done this before. And go out and hire at least one truly great, truly great VP. Or at a minimum, immediately level things up.

Scale 255

Scale Part-Time VPE CTO Hire Fractional VPE 255

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

User Pilot

FEBRUARY 26, 2023

Looking for some great customer retention survey questions to include in your feedback form? Customer retention surveys are the lens through which you can see how people are feeling about your brand. The goal is to get valuable insights into customers’ needs and use this information to improve retention.

Retention 94

Retention Scale Underperforming Technical Team Churn 94

Chart Mogul

MARCH 23, 2023

How good is your business at retaining customers? Are you effectively expanding revenue from your existing customer base? And, is your poor retention the reason for your slower growth in 2023? If you’re unsure, check your retention metrics. Are you effectively expanding revenue from your existing customer base?

Retention 52

Retention Metrics Revenue Scale 52

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

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. Build Phase.

Customer Success 90

Customer Success Payments Payment Services Scale 90

ChurnZero

MARCH 3, 2021

Did you know that 92% of SaaS companies fail within 3 years due to poor product-market fit, lack of cash flow, and/or overall mismanagement? Here’s our recap of the top three takeaways for Customer Success professionals. . Top 3 Customer Success Takeaways from SaaStock Remote 2021.

Customer Success 80

Customer Success Technical Review Scale Churn 80

User Pilot

MAY 1, 2024

Looking to deliver a better digital product experience? Creating outstanding product experiences is essential for boosting user engagement , enhancing core feature adoption, and improving overall retention. This article provides a step-by-step process to elevate your product experience from “good enough” to “superb”.

Customer Lifetime Value 82

Customer Lifetime Value User Experience Retention Scale 82

ChurnZero

MAY 6, 2022

He also discusses how the market’s perception of net revenue retention has shifted over the last decade and what companies can do to increase this red-hot metric. It’s easier to build products that buyers have budgets for. “If You have to get your customers now. Product-market fit means you can keep customers.

Retention 98

Retention Revenue Entrepreneurship B2C 98

ChurnZero

SEPTEMBER 8, 2020

Since you might not have gotten the chance to carve out two full days from your schedule to listen in on the sessions, here’s our recap of the top ten Customer Success takeaways from the event. . . Focus on net dollar retention rate (NDRR). . Always think about how the #TechStack fits into your retention goals.

Customer Success 90

Customer Success Customer Lifetime Value Churn Retention 90

SaaStr

JUNE 7, 2023

Blosser comments, “The big thing I want to share with everyone is just stick with it if you feel like you have product-market fit. WorkRamp invested a lot in its customer success team, contributing to the gross margin. In one year, WorkRamp improved gross retention by 11%. Sometimes it can take longer.”

Scale 209

Scale Scaling SMB Marketing 209

Chart Mogul

DECEMBER 13, 2022

Retention is one of the most crucial metrics in SaaS. Without a high retention rate, it’s very hard to build a profitable SaaS business at scale. Retention rates have been some of … Retention is one of the most crucial metrics in SaaS. Calculating Net/Gross MRR Retention Rates.

Retention 52

Retention Metrics SaaS Churn 52

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. This makes retention easier.

Customer Success 52

Customer Success Technical Advisors Sales Technical Review 52

ChurnZero

JUNE 7, 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. Jason is an Associate Partner at Customer Imperative , responsible for overseeing the strategic consulting business.

Customer Success 73

Customer Success Scale Consulting B2B 73

OPEXEngine

JUNE 2, 2020

In this article, we’ll take a look at two of the key calculations you can use to measure churn by way of revenue retention in your startup. What is revenue retention? Revenue retention is the revenue generated from the previous month’s (or year’s) customers. Net Revenue Retention Rate. Gross Revenue Retention Rate.

Retention 52

Retention Churn Revenue Metrics 52

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

User Pilot

MARCH 18, 2021

A successful customer retention strategy requires constant iteration and innovation to keep up with an ever-changing SaaS market environment. It’s also not like customer retention is the business of only one department. Why does retention management take so much time and effort?

Retention 52

Retention Strategy Underperforming Technical Team Technical Review 52

OpenView Labs

SEPTEMBER 8, 2021

That’s why top usage-based SaaS companies instill a customer success mindset across every team. The entire company needs to be set up to do what’s in the best interest of making sure customers are seeing value. Here’s what that means for Product, Marketing, Sales, Customer Success, Pricing, and Finance.

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

SaaStr

FEBRUARY 9, 2024

They had two salespeople and one customer success person. How to Create a Successful PLG Motion Zapier and Atlassian are famous for scaling product-led growth. Simply put the product does the selling. Basically, what should product marketing work on, but also clearly define what they shouldn’t spend time on.

Scale 269

Scale Sales Hiring Sales Marketing 269

User Pilot

OCTOBER 5, 2023

TL;DR The CAC payback period measures the time it takes for a company to recover the money invested in new customer acquisition. This metric helps SaaS companies choose the most effective customer acquisition channels , diagnose inefficiencies in customer retention strategies , and inform pricing decisions.

SaaS Payments 94

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 94

SaaStr

APRIL 2, 2023

Mistake: Not scaling based upon leading indicators We’ve had 3 periods in history where we scaled up way too fast: Early on, when we thought the enterprise opportunity for Gainsight’s Customer Success product was huge after closing *1* enterprise deal! But we had no second product – no “Act II” in sight.

Sales Hiring 271

Sales Hiring Scale Scaling Customer Success 271

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 93

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 93

OpenView Labs

MARCH 3, 2020

Product usage as the main indicator of renewal rate is dead. But customer success (CS) leaders often drive all departmental improvement off those two numbers. Let’s imagine SaaSCorp, a company I just made up for this example, isn’t hitting its net retention targets. In other words, why did the customer make a purchase?

Customer Success 55

Customer Success Underperforming Technical Team Scale Churn 55

ChurnZero

NOVEMBER 24, 2020

Why is your Customer Success team underfunded, marginalized, and overlooked? Acquisition gets all the glory while Customer Success gets relegated the part of the unsung hero.”. Anna’s Customer Success experience runs the gamut – from her early roles as an individual contributor to leading and scaling teams of her own.

Customer Success 59

Customer Success Part-Time VPE Scale Leadership 59

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

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

SaaStr

NOVEMBER 30, 2023

Go-to-Market matters because sales and marketing spend remain the biggest proportion of SaaS spend, so honing in on that spend to build an engine and drive growth is paramount. But to develop a GTM strategy, you must have Product Market Fit. They need to hear the customer and use that feedback to refine products.

Scale 241

Scale Sales Hiring Scaling Outsourced Development 241

SmartKarrot

JUNE 15, 2023

Role: Customer Success Manager Location: London, England, United Kingdom (Remote) Organization: SOAX As a Customer Success Manager, you’ll make success plans for clients that list their key success criteria, success measures, and potential problems along with advice.

Customer Success 19

Customer Success Construction Forecasting Leadership 19

User Pilot

MAY 30, 2023

Every successful product marketer has at some point wondered how to create a persona. Good user personas are critical to any successful product marketing campaign. Good user personas help you to design better products for your target users and achieve PMF. Create a churn survey with Userpilot.

Social Media 94

Social Media Interviewing Underperforming Technical Team Product Marketing 94

SmartKarrot

MAY 18, 2023

Role: Customer Success Manager Location: Berlin, Germany (Remote) Organization: Canonical As a Customer Success Manager, you’ll familiarise new Canonical customers to our products and customer support procedures. Create measurable success criteria based on customer objectives.

Customer Success 19

Customer Success Onboarding Management Customer Support 19

SaaStr

SEPTEMBER 29, 2023

We now have a backdrop where it’s cheaper, easier, and faster to build high-quality products. Markets are more crowded than ever, so building multi-product companies is the best way to compete. Lattice’s Timeline For Going Multi-Product — It’s Not Easy Lattice started in OKRs and performance and expanded out to other products.

Scale 239

Scale Scaling Startup Sales Hiring 239

SaaStr

MARCH 19, 2021

I see this all the time in marketing hires that come out of non-demand gen roles. Sometimes a marketing lead with a corporate marketing or even product marketing background actually signs up for a lead or other commit. More on that here. But sometimes I’m wrong. Never will. He can’t. He never will.

Sales Recruiting 327

Sales Recruiting Sales Hiring SMB Engineering 327

SmartKarrot

DECEMBER 5, 2022

Role: Senior Director, Customer Success Location: Remote, United States Organization: OneSpan As a Senior Director, Customer Success, you will build, lead and scale a growing customer success management team while ensuring an excellent customer experience and that outcomes meet the customer goals.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

ChurnZero

DECEMBER 14, 2018

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. A: In my experience, Customer Success is often confused with pure operations and project management roles.

Customer Success 45

Customer Success Technical Review Scale Outsourced Development 45