SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

Sales Hiring 227

Sales Hiring Customer Success Scale AI 227

SaaStr

JUNE 7, 2021

If a sales rep closed a deal, A customer success manager should take it over. An open question around smaller customers is how do you staff up Customer Success for them — if at all. And as startups scale, many try to automate away support and success for the smaller accounts.

Customer Success 303

Customer Success Scale SMB Sales 303

SaaStr

JUNE 19, 2023

So we’ve been writing about the power of a strong, funded, dedicated customer success organization since the beginning of SaaStr way back in 2012. While now mainstream, our early thinking on the power of Second Order Revenue in many ways informed a generation of SaaS entrepreneurs and the whole CS space. A focus on NRR over GRR.

Customer Success 226

Customer Success Pricing Revenue Sales 226

SaaStr

OCTOBER 11, 2022

Even with late stage VC capital much harder to get now, and the IPO markets still frozen, I see many folks on my LinkedIn feed saying Sales and Customer Success are underpaid. We and I are still strong proponents of paying your revenue team well. That $1 of revenue only goes so many places.

Scale 203

Scale Customer Success Venture Capital Sales 203

SaaStr

DECEMBER 11, 2021

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. We’ve walked through why Second Order Revenue (i.e., the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. To hire in customer success. It’s OK.

Sales Hiring 261

Sales Hiring Customer Success Headcount Churn 261

Tom Tunguz

APRIL 18, 2022

Revenue, Revenue_USD, Revenue_new, rev2, customer_revenue. A few minutes into the meeting with the sales team, the group startles: the data doesn’t match their expectations. Imagine the customer success team asks for a revenue chart in their CRM: it’s as easy as siphoning the data from MetricsFlow via a API call.

Revenue 299

Revenue Sales Hiring Finance Metrics 299

SaaStr

NOVEMBER 18, 2022

So ChurnZero put out a great new report surveying 1,037 customer success professionals. of revenue. 34% of CS Teams Have a Veto on Bad-Fit Customers. It can be a bit tricky to implement if you don’t have high alignmment between your VP of Sales and your VP of CS, but you should still try to do this.

Customer Success 279

Customer Success Headcount Churn Revenue 279

SaaStr

DECEMBER 29, 2023

AI can be disruptive in two major ways: With customers, it can mean better outcomes, which is great and takes work. It can replace humans for those companies that can’t find someone to send emails, update the website, or do sales. We’re leaving behind how we did customer success, which was already changing.

Scale 210

Scale Sales Hiring Customer Success AI 210

SaaStr

OCTOBER 15, 2023

This week we have Robby Allen, Chief Revenue Officer at AgentSync! #1. Salesforce Gong Outreach Catalyst LinkedIn Sales Navigator Zoominfo Docusign Linksquares Scratchpad Cabal #2. During Robby’s tenure as CRO, AgentSync has grown revenue 27x, raised over $150M, and was most recently valued at $1.2B.

Revenue 212

Revenue Forecasting Sales Enablement Customer Success 212

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 144

Customer Success VP of Engineering Payments Payment Methods 144

Predictable Revenue

AUGUST 25, 2022

Tayler Barron joins the Predictable Revenue podcast to discuss breaking down the silos between marketing, outbound sales, and customer success in your organization. The post The Financial Impact of Breaking Down Your Revenue Organization Silos appeared first on Predictable Revenue.

Revenue 258

Revenue Customer Success Sales Marketing 258

SaaStr

OCTOBER 12, 2021

Getting customer success right is one of the most powerful levers in SaaS: Upsell + expansion with existing customers costs 62% less than acquiring new customers ($0.63 new customer CAC, per KeyBanc 2021 Private SaaS Company Survey ). upsell + expansion CAC vs $1.67 Video: Intriguing Session Slides: .

VP of Engineering 315

VP of Engineering Customer Success Engineering Retention 315

SaaStr

DECEMBER 12, 2022

Customer Success has gotten worse over the past few years. The best Customer Success teams are still amazing. I’m sure this team was under pressure this quarter to find revenue. We’ve been a customer for 6 years. I don’t think we audit and listen to enough customer success calls.

Customer Success 232

Customer Success Systems Review AWS Software Review 232

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

Totango

DECEMBER 7, 2023

Merging sales and customer success (CS) is a delicate art that is often challenging but necessary for driving business results and creating a frictionless customer journey.

Revenue 89

Revenue Sales Customer Success Technical Review 89

User Pilot

JANUARY 31, 2023

Have you ever used Customer Success Qualified Lead (CSQL) to drive product growth and increase your revenue? In this article, we’ll go over what a know what customer-qualified lead is, why it’s important to track them and how can this help increase revenue. What is Customer Success Qualified Lead (CSQL)?

Customer Success 98

Customer Success Revenue Software Review Strategy 98

Totango

APRIL 9, 2024

Is 2024 the year of customer success or sales? They unanimously agreed that 2024 is the year of the ICP (Ideal Customer Profile). The cohesion between these teams can significantly drive customer value and results, which impacts retention, expansion, and, ultimately, predictable growth.

Scale 106

Scale Sales Compensation Customer Success 106

Totango

NOVEMBER 27, 2023

We know that sales and customer success (CS) teams must work together to drive revenue growth and expansion. Check out three highlights from the conversation, and listen to the full podcast to gain more insights and tips on how your teams can create a mutually beneficial relationship between CS and sales.

Revenue 71

Revenue Sales Customer Success Churn 71

CustomerSuccessBox

APRIL 7, 2022

It’s undeniable that the SaaS model works differently and attracts revenue on a monthly or annual basis, unlike the on-premise software that deals with one-time payments. So, it’s legit to have a customer success team in hand. Stay tuned and read on to incur extra SaaS revenue. Lay a top-notch customer success journey!

Customer Success 98

Customer Success Payments SaaS Payments Revenue 98

Totango

JANUARY 22, 2024

In fact, 63% of CAB members said their top 2024 prediction was that businesses would put more strategic and bottom-line emphasis on expansion versus acquisition to drive revenue growth. Additionally, our CAB members are buzzing about AI.

Customer Success 94

Customer Success Generative AI AI Scale 94

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Trends 91

Trends Customer Success Machine Learning Artificial Intelligence 91

Totango

JANUARY 2, 2024

In an era when customer success (CS) has become pivotal, it’s no longer enough to have a team dedicated to CS. More importantly, you need an organizational strategy that ensures your customers don’t just come to you but stay, thrive, and become your biggest promoters.

Payment Services 99

Payment Services Merchant Services Customer Success Business 99

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

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Review Technical Review Enterprise 112

Sales Hacker

JULY 28, 2021

Revenue Operations is the business version of Switzerland. In providing a neutral ground for marketing, sales, and customer success, RevOps must also analyze contexts to convey insights quicker. Find Revenue Innovators on Apple Podcasts , Google Podcasts , and Spotify.

Customer Success 98

Customer Success Marketing Sales Innovation 98

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

CustomerSuccessBox

OCTOBER 21, 2021

Customer Success has become a must for every SaaS business with the advent of the subscription economy. But just having a customer success department does not solve issues with your churn rate, customer lifetime value, retention rate, or MRR/ARR. It starts by understanding why customer success is important.

Payments 52

Payments Customer Success SaaS Payments Revenue 52

Totango

SEPTEMBER 22, 2023

we’re accelerating the motion to customer success-led growth by introducing two new partnerships and nine technology integrations into the Totango software and ecosystem. And, that growth comes from consistently and quickly delivering customer value. Announced during our flagship event, Totango Live!

Enterprise 113

Enterprise Revenue Scale Innovation 113

CustomerSuccessBox

JUNE 24, 2022

Every SaaS business lives and breathes by reducing churn and increasing recurring revenue. Monthly Recurring Revenue is a SaaS metric that you should be tracking in order to see where your SaaS business stands. SaaS investors prefer to invest in companies where most of their cash flow and total revenue come from recurring revenue.

Customer Success 52

Customer Success Revenue Onboarding Retention 52

ChurnZero

JUNE 9, 2023

Good sales teams typically get the budget, headcount and tools they desire because the function is tied to revenue. However, that’s not always the case for Customer Success (CS) teams even though they are often responsible for renewals and expansions. To that end, here are the metrics you can use to get started.

Finance 98

Finance Metrics Customer Success Headcount 98

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? With technology advancing and customer expectations rising, customer success has become an essential force driving business growth and customer loyalty within the SaaS industry.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). Here’s how the answers to that question—who owns customer renewals—tallied: 50.2%

Customer Success 52

Customer Success Management Sales Leadership 52

ChurnZero

MARCH 20, 2023

We put these two questions to respondents in our most recent 2022 Customer Success Leadership Study published late last year. Who owns customer renewals? We defined customer renewals as measured by gross revenue retention (GRR). Here’s how the answers to that question—who owns customer renewals—tallied: 50.2%

Customer Success 52

Customer Success Management Sales Leadership 52

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. In this simplistic view, revenue from any new customers that come in that quarter wouldn’t be included in NRR for that quarter, but would be in the starting amount for next quarter.

Customer Success 97

Customer Success Investment Sales Hiring Retention 97

ChurnZero

NOVEMBER 17, 2020

This is a guest blog post by Kristen Hayer, Founder & CEO of The Success League. . Oh, Sales and Customer Success, you are my two favorite disciplines! My career started in Sales, or rather, I was slowly talked into a Sales career by a string of managers who knew I had the drive to be a great salesperson.

Customer Success 98

Customer Success Sales Compensation Churn 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 98

Customer Success Technical Review Systems Review Metrics 98

ChurnZero

MARCH 24, 2023

The Customer Success industry is constantly evolving and developing new strategies for driving customer-led growth. From the most effective way to measure CS to the best approach for dividing up revenue responsibility, this debate will give you a lot to talk about and—who knows—it might just change perspective.

Customer Success 97

Customer Success Technical Review Systems Review Metrics 97