SaaStr

FEBRUARY 13, 2022

SaaStr 527: Acquiring SMB 10,000 Customers Solely from Data with Gorgias CEO Romain Lapeyre. SaaStr 523: How to Succeed as a First-Time VP of Sales or First-Time SaaS VP with SaaStr CEO and Founder, Jason Lemkin. The Most Common SaaS Sales Potholes and How to Avoid Them with Mark Roberge, HubSpot’s ex-CRO.

Scale 182

Scale SMB Sales Cloud 182

SaaStr

DECEMBER 15, 2021

7:00 AM (50 MINS) – Acquiring SMB 10,000 Customers Solely from Data with Gorgias’ CEO Romain Lapeyre. 7:00 AM (40 MINS) – Product-led Growth: How to Execute Across the Full Funnel (and Mistakes We Made) with Reprise’s VP of Marketing and VP of Sales. All times are in Pacific Time. 7:00-8:00 AM PT.

Scale 215

Scale VP of Engineering Scaling SMB 215

ChurnZero

JULY 22, 2021

By creating healthy boundaries, Customer Success and Sales don’t have to spend their days assessing and arguing over every expansion situation. Your rules of engagement should be based on which team is genuinely the best fit in each scenario and has the greatest likelihood of gaining sales traction. Circle of influence.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

SaaStr

DECEMBER 5, 2021

Top Blog Posts This Week: Why The Greatest Sales Teams Just Kill It On Dec 31. Do Salary Increases Help With Retention? Why Your Cost of Sales Generally Doubles As You Scale. Top Vids This Week: How to Scale a Successful SaaS Sales Team with Harry Stebbings and Jason Lemkin. When Everyone Else Has Gone Home.

Scale 218

Scale SMB Scaling Retention 218

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

DECEMBER 20, 2022

The 4 V’s of Sales: Volume, Value, and Velocity: Head of SMB Sales Fernando Belfort and Head of Sales Enablement Kendra Wrightson. #19. How to Maintain +140% Customer Retention with Dooly CEO Kris Hartvigsen and Head of Customer Success Ellie Hutton. appeared first on SaaStr.

Scale 198

Scale SMB Sales Enablement Innovation 198

SaaStr

DECEMBER 12, 2023

Traditional Sales Teams Vs. Modern Sales Teams Traditionally, most people learned to sell by taking a product, showing the sales team with a demo of how to use it, and then sending them off to sell it. Let’s start at the beginning — with the customer. The more you leave things open, the more other customers bleed in.

Point of Sale 235

Point of Sale Forecasting Technical Review SMB 235

SaaStr

DECEMBER 15, 2022

SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. #10. SaaStr 521: How To Create a High Performing Sales Organization: Five Strategies for Driving Peak Performance Through Reimagined Management with Hootsuite CRO Melissa Murray Bailey. #8.

Scale 148

Scale SMB Innovation Scaling 148

ChurnZero

DECEMBER 2, 2021

12 Key Takeaways from ChurnZero’s BIG RYG Virtual Customer Success Conference. It’s a wrap on ChurnZero’s 2021 BIG RYG Virtual – our online Customer Success conference. An acronym for Red, Yellow and Green, RYG represents the common indicators of customer health. Then, back into the tech stack from there.”

Customer Success 98

Customer Success Technical Review Scale Compensation 98

SaaStr

SEPTEMBER 26, 2019

What we learned from ’08-’09 in SaaS: First, SMB churn went through the roof — as SMBs went under much more quickly and often. As soon as the economy went south, SMBs started to simply go bankrupt and/or shut down. Anyone processing a lot of SMB and credit-card deals saw churn probably double.

SaaS Payments 273

SaaS Payments Sales Hiring Scale SMB 273

SaaStr

OCTOBER 11, 2023

Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. You don’t want to overwhelm SMB customers, and Monday made this a focus from day one. Now, they have monday Sales CRM, a complete organization within the company. How do you get over 100 for SMB?

Scale 164

Scale Sales Hiring Scaling Banking 164

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. The theme of today’s talk is How to Build the CSM Team that Generates 130% plus Net Retention. The first is your customers have to have more stuff to buy.

Retention 137

Retention VP of Engineering Sales Hiring Scale 137

CustomerSuccessBox

MARCH 4, 2022

Congratulations on being promoted to the VP-Customer Success ! Especially, in the field of Customer Success. That’s understandable; you’re probably your company’s first Customer Success executive, and this is your first time in the position. VP-Customer Success Job Description (Sample).

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

SaaStr

MARCH 19, 2021

A head of sales that doesn’t recruit at least one strong rep in the first 90 days. A head of customer success that doesn’t own churn, or net revenue retention in the first 90 days. A head of customer success that doesn’t own churn, or net revenue retention in the first 90 days.

Sales Recruiting 310

Sales Recruiting Sales Hiring SMB Engineering 310

ChurnZero

OCTOBER 15, 2021

Where is Customer Success Headed in 2022? Customer Success gradually, then suddenly, came to exist. Customer Success gradually, then suddenly, became essential to SaaS companies. Customer Success gradually, then suddenly, joined the C-suite. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. You downgrade to a lower edition. I would do NPS.

Customer Success 98

Customer Success Metrics SaaS Banking 98

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. To calculate your net dollar retention, take all of your existing ARR at the beginning of the period, add on any cross-sell or upsell, subtract out any churn, and then see the ending ARR.

Metrics 200

Metrics SaaS Marketing SMB 200

CustomerSuccessBox

MAY 8, 2022

Nothing irritates Customer Success Managers (CSMs) more than a product that fails to deliver results. Of course, this has an impact on the customer’s ability to execute their work, but it also has an impact on the CSM’s quota and the company’s general ability to develop and grow. percent for the average MSMB.

Customer Success 52

Customer Success Scale Systems Review Software Review 52

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

CustomerSuccessBox

FEBRUARY 28, 2022

The net revenue retention rate which you may also state as the net retention rate in SaaS businesses is an indicator that depicts the profits and the revenue earned by the business. Let’s look at some of the best net retention rate and how they are doing good at it. Know more about NRR: What is net dollar retention?

Retention 52

Retention SaaS Payments Payments Payment Methods 52

CustomerSuccessBox

OCTOBER 5, 2021

As a Customer Success leader or VP or Head of CS, you must be intrigued by the number. The following are the key considerations that you must look at (for improving retention, increase renewals & upsells, etc. However, the one universal metric is the “Net Retention Rate (NRR)”. Net Retention Rate (NRR).

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

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 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

ChurnZero

AUGUST 24, 2018

This week we hosted a well-attended webinar on – Customer Success & Finance: Get Aligned! Getting a customer to retention and its financial impact. The webinar discussed the process and impact of the renewal from both the Customer Success and Finance point of view. You Mon: Let me add a few things.

Finance 61

Finance Customer Success Scale Customer Lifetime Value 61

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. We have a $10 million ARR company that has 12 customers. Q&A Recap.

SaaS Payments 72

SaaS Payments Retention Metrics Payment Solutions 72

ChurnZero

DECEMBER 4, 2020

This is the second installment of a two-part article that was adapted from one of our most popular sessions at BIG RYG (ChurnZero’s annual Customer Success conference). Get leadership to see Customer Success as a strategic partner by spreading its word. Customer Success is a relationship-driven function,” says Anna.

Customer Success 59

Customer Success Leadership Churn Finance 59

Sales Hacker

APRIL 15, 2019

This week on the Sales Hacker podcast, we speak with David Katz, Senior Director of Sales and Customer Solutions at Intercom. He also gives us a framework for how to move upmarket, and the requirements for taking a company from the SMB space all the way to the enterprise. Subscribe to the Sales Hacker Podcast.

SMB 58

SMB Enterprise Scale VP of Engineering 58

ChurnZero

JUNE 2, 2021

During the webinar, we cover: A deep dive on 2020 retention and pandemic impacts. Lessons learned over the last year from the Customer Success community. Q: How do you calculate net revenue retention for a usage-based model? But we lend off and track the retention of the core licenses. Q&A Recap. It matters.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

SmartKarrot

JUNE 7, 2023

Role: Customer Success Location: Boston, MA, United States (Remote) Organization: Skedda As a Customer Success, you’ll address inquiries about our product through email and chat from potential and current consumers. Create and implement client retention tactics to boost adherence and keep customers.

Customer Success 19

Customer Success Point of Sale Marketplace as a Service SMB 19

SaaStr

SEPTEMBER 24, 2020

Some classics here: How My VP, Sales Doubled Our Sales in 90 Days. If Your VP Sales Isn’t Going to Work Out — You’ll Know in 30 Days. Your VP of Sales Shouldn’t Be Perfect. 10 Crystal Clear Signs Your VP of Sales Just Isn’t Going to Work Out. The best VPs of Sales quickly hire great reps under them.

Sales Hiring 211

Sales Hiring Part-Time VPE Scale Underperforming Technical Team 211

SmartKarrot

JANUARY 13, 2023

Role: Customer Success Specialist Location: Warsaw, Mazowieckie, Poland (Hybrid) Organization: Zowie As a Customer Success Specialist, you will manage and support the success of a portfolio of customers across the entire post-sale customer journey from kick-off to advocacy and renewal.

Customer Success 19

Customer Success Sales Recruiting SMB Forecasting 19

Sales Hacker

OCTOBER 30, 2018

Welcome to Sales Hacker’s first-ever Influential Women in Sales list! In this exclusive list, we wanted to honor not just female leaders that promote their own sales platform (no shame in that!) They say “You can’t be what you can’t see,” and the sales floor is no exception.

Sales Recruiting 111

Sales Recruiting VP of Engineering Scale Sales Hiring 111

SmartKarrot

JANUARY 10, 2023

Role: Customer Success Lead Location: Remote, Canada Organization: Testimonial Hero As a Customer Success Lead, you will be developing and managing value-based relationships with the highest-value accounts with a focus on agreement completion and retention. Apply here: [link]. Apply here: [link].

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

OpenView Labs

SEPTEMBER 10, 2020

Enterprise sales is not a simple switch to make from SMB sales—it’s a completely different beast. I recently caught up with a founder I talked to last year who didn’t have the time (or desire) to deal with sales and wanted to hire someone to ‘”validate the market” for him. Let me be clear.

Sales Hiring 74

Sales Hiring Enterprise Scale Startup 74

SmartKarrot

MARCH 20, 2023

Customer Success Manager Location: United States (Remote) Organization: Talentify.io As a Sr. Customer Success Manager, you’ll control the strategic and enterprise accounts’ post-sales customer experiences, including onboarding, product adoption, customer relationships & advocacy, renewal/expansion, and so on.

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets.

Customer Success 19

Customer Success Scale Outsourced Development Systems Review 19

SaaStr

MAY 8, 2020

What does Jessica believe is the right way for sales reps to engage with new customers during this time? How should sales teams and CS respond to requests for discounts? What other strategies has Jessica seen work really well for retention? Harry Stebbings: Totally, in terms of that sales cycle.

Sales Recruiting 174

Sales Recruiting Technical Review Sales Hiring Outsourced Development 174

SmartKarrot

MARCH 29, 2023

Role: Customer Success Manager Location: Chicago, IL, United States (Remote) Organization: Fortanix As a Customer Success Manager you’ll take the lead and be responsible for customer expansion and retention. Assistance with customer onboarding and training to encourage adoption.

Customer Success 19

Customer Success Technical Advisors Technical Review SMB 19