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Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved

SaaStr

If a sales rep closed a deal, A customer success manager should take it over. Find a way to fund both, even with SMBs. An open question around smaller customers is how do you staff up Customer Success for them — if at all. The grey area is often with SMBs. Set clear KPIs on NRR and retention.

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Scaling The Top SMB SaaS Companies: What It Takes with GGV Capital Managing Director Jeff Richards and GGV Capital Partner Tiffany Luck (Pod 647 + Video)

SaaStr

How To Capture This Global SMBTech Opportunity There is massive market opportunity to sell to SMB businesses. Efficient Go To Market There are a lot of ways to GTM as an SMB. The keys to customer success are: Onboarding Most small business owners aren’t super tech-savvy. One thing is for certain. You’re in the long game.

Scale 182
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What’s a Good Net Retention Rate in SaaS?

SaaStr

Let’s look at some of the top public SaaS companies: Shopify — very SMB: 100%. Hubspot — mostly SMB: 100%. Surverymonkey — fairly SMB, but going more enterprise: 100%. Zendesk — 116%, mix of SMB and enterprise. 119% net revenue retention. Asana, 130% net revenue retention. And mostly SMBs.

Retention 317
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Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre (Pod 527 + Video)

SaaStr

However, there are practical methods you can use to acquire new customers, drive higher retention, and grow your company. . Gorgias CEO Romain Lapeyre has successfully scaled the Gorgias SMB customer base from 1,000 to 10,000 by relying on data. Measure Customer Success. Impact: +5% growth after two years.

SMB 222
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Secrets to SMB at Scale with Hubspot CEO Yamini Rangan and SaaStr Founder & CEO Jason Lemkin (Pod 616 + Video)

SaaStr

Customers have become very thoughtful about where they can spend their budget and how to do more with less in times of uncertainty. Yamini Rangan, CEO at HubSpot, has many insights on how to serve SMB customers at scale. The Challenge of Digital Expansion for SMB. This pace cannot be sustained forever.

Scale 208
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10 Learnings Scaling from Consumer to SMB to Enterprise with Grammarly’s Head of Organizations Revenue Dorian Stone (Podcast 520 + Video)

SaaStr

Dorian Stone , Head of Organizations Revenue at Grammarly, is here to share lessons from his experience of scaling the company from consumer to SMB to Enterprise to help you steer your expansion efforts in the right direction. The admin, influential decision-makers, and consumer sales reps can be the same people in a Consumer or SMB setting.

Scale 191
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Scaling Past $10M ARR: Listening to the Market and Defying Tradition with WorkRamp CEO Ted Blosser (Video)

SaaStr

It has now secured over $67M in funding and offers a robust platform for mid-market and SMB segments. WorkRamp shifted its focus to a different segment –– the mid-market and SMB side. Because when we looked at our data, we saw that we had much more success sub 5,000 employees,” Blosser says. Well, not all the time.

Scale 185