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 239

Sales Hiring Customer Success Scale AI 239

Sixteen Ventures

MARCH 9, 2024

This is the modern take on Customer Success Management that leaders of world-class CS organizations operationalize around.

Scale 64

Scale Customer Success Scaling Revenue 64

SaaStr

APRIL 9, 2021

Q: Can the majority of a SaaS company’s revenues come from existing customers? Yes, especially once you are at scale. 73% of Salesforce’s new bookings come from its existing customers. UiPath is at $600m ARR now growing 65% a year … and 75% of its new revenue / bookings are from existing customers.

Scaling 276

Scaling Revenue Enterprise SaaS 276

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. In this article, we’ll share 17 best practices that you can implement today to increase retention , revenue, and engagement. But what strategies work?

Customer Success 71

Customer Success Retention Software Review Customer Lifetime Value 71

SaaStr

NOVEMBER 30, 2023

General Partner Doug Pepper and General Partner and Head of Analytics at ICONIQ Growth, Christine Edmonds, share the art and science of scaling GTM at this year’s SaaStr Annual. This is the stage where best-in-class companies can double or triple revenue in the first few years of growth. What does that mean?

Scale 224

Scale Sales Hiring Scaling Outsourced Development 224

Totango

JUNE 8, 2022

Recurring revenue models have taken over the world. OK, maybe not the world, but they have become an increasingly important factor these days for helping SaaS companies understand whether their products and services are keeping customers engaged and delivering value, so they can prevent churn, increase expansion and earn higher valuations.

Scale 87

Scale Scaling Revenue Customer Success 87

SaaStr

DECEMBER 30, 2022

DigitalOcean has done that and grown beyond $150M in revenue in Q3 2022. Cliff Bockard, Senior Vice President of Revenue at DigitalOcean, joined us at SaaStr Scale to discuss how businesses can serve SMBs and still bring in large numbers of revenue. . Market understanding.

Scale 189

Scale Scaling Revenue Enterprise 189

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right?

Sales Hiring 244

Sales Hiring Customer Success Scale Customer Lifetime Value 244

SaaStr

OCTOBER 17, 2022

If you’re only investing in sales and marketing, you’re missing a huge revenue opportunity. Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. When should you start customer success? Why start early?

Customer Success 215

Customer Success Sales Hiring Scale Leadership 215

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 313

Customer Success Scale SMB Sales 313

SaaStr

JANUARY 21, 2022

You might feel confused about where to begin, how to scale up, which mistakes you should avoid, and things you should consider before expanding. Now, let’s look at ten learnings that Dorian gathered while scaling Grammarly from a Consumer to an Enterprise brand with B2B offerings. Enter your email below for the latest SaaStr updates.

Scale 197

Scale SMB Enterprise Sales Hiring 197

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. While that may not sound like a lot, it actually is a lot of all your revenue.

Scale 214

Scale Customer Success Venture Capital Sales 214

Tom Tunguz

JUNE 20, 2020

Today, we’re answering the question: how do teams grow as a startup scales? Another question we asked in the survey is the most senior title leading the customer success, sales and marketing teams. The VP titles remain in customer success in marketing. In the earliest days, leads head all of these teams.

Scale 361

Scale Scaling Sales Hiring Software Review 361

SaaStr

FEBRUARY 17, 2021

Ah, who should Customer Success report to? So usually, she can easily also manage Customer Success as well as all her reps. And Sales and Customer Success are of course connected. Your VP of Sales may know better how to manage customer success than you do. A VPS wants to close more revenue.

Customer Success 272

Customer Success Scale Churn Finance 272

Totango

JANUARY 3, 2024

Totango now offers integrations with leading revenue intelligence platforms Gong and Chorus to help teams enhance operational efficiency and leverage the insights gleaned from customer interactions to drive strategic decision-making.

Revenue 102

Revenue Operational efficiency. Scale Customer Success 102

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right?

Sales Hiring 187

Sales Hiring Customer Success Scale Customer Lifetime Value 187

SaaStr

DECEMBER 15, 2021

SaaStr Scale 2021 is starting soon. 7:00 AM (50 MINS) – Acquiring SMB 10,000 Customers Solely from Data with Gorgias’ CEO Romain Lapeyre. 7:30 AM (20 MINS) – Customer Success Re-Invented: New KPIs and Tactics to Level Up with Verdane’s Customer Success Expert Niclas Staberg.

Scale 216

Scale VP of Engineering Scaling SMB 216

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

SaaStr

NOVEMBER 24, 2020

Check out the low down on our sponsors for SaaStr Scale who are helping to make this event happen. Gainsig ht works to help businesses build deep and lasting relationships with their customers through their very own Customer Success platform. Freshworks.

Scale 234

Scale Scaling Outsourced Development compliance 234

SaaStr

APRIL 28, 2022

We’ve talked for 10 years about the power of compounding, recurring revenue. Especially after interviewing 50+ customer success managers over the past few years. And as your CS team scales, any individual rep may not be able to influence overall NRR all that much. Ok this many seem like an odd post on SaaStr.

Customer Success 200

Customer Success Metrics Scale Retention 200

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

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

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

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

CustomerSuccessBox

APRIL 18, 2022

While in the subscription economy, where the prime growth center lies in the customer success effort of the business. Most SaaS businesses fail to align the Product and Customer Success teams to drive great experiences and outcomes. Why Aligning Product and Customer Success Is important?

Scale 52

Scale Customer Success Scaling Onboarding 52

ChurnZero

AUGUST 13, 2021

Your digital-led Customer Success program will only be as good as the technology behind it. But how do you go about building your Customer Success tech stack the right way? During the webinar, we discuss: What a Customer Success tech stack is and why you should care. Hunter Montgomery , CMO, ChurnZero.

Scale 98

Scale Customer Success Scaling Sales Hiring 98

CustomerSuccessBox

MARCH 10, 2022

In this day and age, all B2B SaaS firms want to optimize Automation to scale Customer Success in their organizations. Why is Automation important to scale Customer Success? Especially if you’ve thousands of customers. That’s where ‘Automating Customer Success’ comes into play.

Scale 52

Scale SaaS Payments Customer Success Scaling 52

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. By the time he left to join Google Cloud as EMEA VP of Operations and Customer Growth, Salesforce had around 17 billion dollars in revenue and almost 50,000 employees.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Totango

APRIL 6, 2023

To survive this tough “do more with less” climate, companies are turning to their customer success (CS) teams to ramp up their customer retention and expansion efforts. While CS is poised to be in the driver’s seat for retention and expansion, we believe that everyone across the enterprise plays a role in customer success.

Innovation 85

Innovation Scale Revenue Technical Review 85

Totango

MARCH 21, 2023

In today’s challenging economic climate, teams must ensure they are utilizing the right initiatives to protect and grow customer loyalty. Their discussion covered three key strategies for powering up customer success. In 2023, Totango is taking its show on the road. Curious about where we’re going next?

Scale 80

Scale Scaling Customer Success Benchmarks 80

User Pilot

APRIL 18, 2023

In SaaS, customer success is needed to ensure that your customers achieve their desired outcomes with your product and become loyal advocates for your brand. But how do you create a customer success strategy that works? And what are some of the best practices and examples across the customer journey?

Customer Success 98

Customer Success Strategy Customer Lifetime Value SaaS 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

JANUARY 4, 2024

It’s an exciting time to be in customer success. New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. Expanded roles and responsibilities: how will customer success evolve in 2024?

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Valuize Consulting

MAY 4, 2022

Rally Your Organization Around A Strong CS Scale Strategy. In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

Valuize Consulting

JANUARY 25, 2024

Mastering Digital Customer Success: Insights From Valuize Spark Toronto What does your Digital CS model look like today and what was the journey like to get here? In the rapidly evolving B2B recurring revenue economy, the focus on Digital Customer Success is more pertinent than ever.

Customer Success 52

Customer Success Sales Recruiting Scale Strategy 52

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. That’s according to a landmark webinar we hosted last fall titled, “A Crash Course in Customer Success and SaaS Metrics” with Dave Kellogg and You Mon Tsang. That nuance is derived from three underlying factors: Construct.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98