Chart Mogul

MAY 3, 2023

Retention is arguably the most critical metric in SaaS regardless of a company’s stage. 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.

Retention 52

Retention Trends B2B SaaS 52

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

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

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

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. Because when we looked at our data, we saw that we had much more success sub 5,000 employees,” Blosser says. WorkRamp invested a lot in its customer success team, contributing to the gross margin.

Scale 185

Scale Scaling SMB Marketing 185

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

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). . What’s scalable is being customer-focused to build the right things!

Customer Success 90

Customer Success Customer Lifetime Value Churn Retention 90

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. Founders are still leading sales and are very good at it.

Scale 215

Scale Sales Hiring Scaling Outsourced Development 215

User Pilot

OCTOBER 5, 2023

This metric helps SaaS companies choose the most effective customer acquisition channels , diagnose inefficiencies in customer retention strategies , and inform pricing decisions. Additional metrics to track alongside the CAC payback period include Customer Lifetime Value (CLV or CLTV) and the LTV:CAC ratio.

SaaS Payments 105

SaaS Payments Customer Lifetime Value Payment Solutions Acquisition 105

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

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

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! Lesson: “Fire bullets, not cannonballs,” as Jim Collins says.

Sales Hiring 244

Sales Hiring Scale Scaling Customer Success 244

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

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

Sales Hacker

MAY 6, 2021

From B2C consumer-focused tech to the next B2B enterprise cloud giants, B2B, and B2C technology companies are springing up left and right and sprinting toward multi-billion dollar valuations (whether on the private or public markets) faster than ever. What’s the difference between a VP of Sales and a Chief Revenue Officer (CRO)?

VP of Engineering 93

VP of Engineering Sales Hiring Sales Recruiting Sales 93

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

User Pilot

JULY 23, 2023

Key members of the GTM team: Go-to-Market Manager: Responsible for overseeing and coordinating the entire GTM process , ensuring alignment across go-to-market teams and successful product launches. How to build a team to implement your go-to-market plan: Set clear milestones for your team.

Marketing 95

Marketing Customer Lifetime Value SaaS Advertising 95

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

User Pilot

APRIL 3, 2024

Product-led innovation focuses on developing a personalized product that naturally attracts and retains customers. Data-driven decision-making in product-led innovation uses data to guide product development , ensuring decisions enhance customer success. Product-led vs Sales-led differences.

Innovation 104

Innovation Payments Strategy Payment Solutions 104

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. A head of sales that doesn’t recruit at least one strong rep in the first 90 days.

Sales Recruiting 302

Sales Recruiting Sales Hiring SMB Engineering 302

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 212

Scale Scaling Startup Sales Hiring 212

User Pilot

SEPTEMBER 14, 2023

Their responsibilities include product discovery, developing product vision, prioritization , roadmapping , analyzing product performance and its iterative development, and leading the product team. Product marketing sits between product development and the market. What is product marketing?

Management 103

Management Marketing Market Research Product Marketing 103

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. Around 70% or more.

Metrics 193

Metrics SaaS Marketing SMB 193

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. What is their main goal?

Social Media 98

Social Media Interviewing Underperforming Technical Team Product Marketing 98

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 108

Customer Success Startup Sales Hiring SaaS 108

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

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

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

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. Aid sales in spotting expansion possibilities or renewal threats.

Customer Success 19

Customer Success Onboarding Management Customer Support 19

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. What is product-led growth? What does PLG stand for in marketing?

Strategy 98

Strategy Marketing Scale Software Review 98

Sales Hacker

MARCH 1, 2024

A highly curated group of 200 GTM leaders, 85% director level and above across Sales, Marketing, and Partnerships. Consider the overnight success of a celebrity-owned product. Because they’ve already established their brand, audience, and distribution , launching a product to their supporters garners immediate sales.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

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

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

SaaStr

OCTOBER 11, 2023

In retrospect, if they had an amazing salesperson that could sell a mediocre product, they might have got the wrong signal. But because people convert by themselves, it creates a healthy product market fit. If you can start with a true self-service motion, your product will be better. Build a customer success team.

Scale 159

Scale Sales Hiring Scaling Banking 159