User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 103

Customer Success Sales Hiring Scale SaaS 103

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. No Thank You.

Customer Success 248

Customer Success Pricing Revenue Sales 248

SaaStr

JULY 14, 2023

This does drive me nuts as a customer of SaaS products, when I talk to the CS team and especially the CS leadership of SaaS products at $50m-$200m+ ARR … and they literally not only have no idea how to solve my problem, but often don’t even fully understand it. Trust me here. They probably can’t themselves.

Customer Success 204

Customer Success Scale Sales Hiring Leadership 204

SaaStr

OCTOBER 10, 2022

They are the Great Gap Fillers in SaaS. What I mean is, with most SaaS companies, there’s just a huge customer workflow break. So Customer Success becomes the default Gap Filler. After all, everyone else has abandoned the customer. That’s not what they want, or I want, but it’s a fact. Don’t allow this.

Customer Success 283

Customer Success Sales Hiring Scale Interviewing 283

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 335

VP of Engineering Customer Success Engineering Retention 335

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. This article discusses ten tips that can help you to effectively scale customer success teams in SaaS.

Scale 104

Scale Customer Success Scaling SaaS 104

SaaStr

DECEMBER 11, 2021

We’ve talked on SaaStr about leaning in on Customer Success as much as possible. the revenue ultimately generated or supported by Customer Success) is the key to growing a SaaS business. To hire in customer success. The post Customer Success Is A Single Digit Hire appeared first on SaaStr.

Sales Hiring 274

Sales Hiring Customer Success Headcount Churn 274

SaaStr

DECEMBER 12, 2022

Customer Success has gotten worse over the past few years. The best Customer Success teams are still amazing. They are the great gifts in SaaS. The quality of the average CS experience I’ve had over the past decade has deteriorated as SaaS has grown. A Huge Vendor Asked Us If We Were Even a Customer.

Customer Success 247

Customer Success Systems Review AWS Software Review 247

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

SaaStr

NOVEMBER 18, 2022

So ChurnZero put out a great new report surveying 1,037 customer success professionals. 58% of SaaS companies surveyed have a real Customer Marketing function. More on Customer Marketing here. The average size was 51-200 employees, so when things are taking off. Grab it here. A few things stood out to me: #1.

Customer Success 300

Customer Success Headcount Churn Revenue 300

SaaStr

JULY 21, 2021

Nick Mehta, CEO of Customer Success leader Gainsight, recently did a short post above on his Top 7 takeaways talking with customer success leader for the first time in-person in a long time. I love having NRR be the #1 metric for Customer Success. I love having NRR be the #1 metric for Customer Success.

Customer Success 358

Customer Success Trends Retention Metrics 358

SaaStr

JUNE 10, 2021

We’re hiring for several roles for our tiny but might team at SaaStr, but our top priority is really professionalizing customer and account success by bringing on a great seasoned customer success leader. We’re looking for a self-starter that loves making customers happy. interest in Cloud and SaaS.

Customer Success 255

Customer Success Sales Hiring Cloud Strategy 255

User Pilot

FEBRUARY 26, 2023

The customer success renewal playbook is central to keeping the incoming stream of recurring revenue flowing. Thanks to the subscription economy of SaaS companies, high customer retention is vital to staying afloat and enjoying growth. What is a customer success renewal playbook?

Customer Success 98

Customer Success SaaS Retention Education 98

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Customer Success 89

Customer Success Retention Revenue Sales 89

SaaS Metrics

JULY 5, 2023

SaaS companies that really care about their customers are always looking for ways to boost customer engagement. However, measuring customer engagement objectively can be tricky and you cannot leave everything on subjective analysis.

Engagement 96

Engagement Metrics Customer Success SaaS 96

SaaStr

DECEMBER 29, 2023

In part one of this week’s Ask-Me-Anything (AMA) with SaaStr founder and CEO Jason Lemkin, he answered the community’s questions about whether all anyone cares about is AI anymore, investor appetites going into 2024, vertical SaaS, and thriving as a solo founder. The multiples fell off a cliff in 2022 for SaaS and remained crummy in 2023.

Scale 231

Scale Sales Hiring Customer Success AI 231

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

SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. What does NRR have to do with customer success? PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR.

Scale 161

Scale Sales Hiring Customer Success Scaling 161

SaaStr

SEPTEMBER 19, 2022

SaaS businesses are discovering that customers choose and recommend them based not on flashy marketing or super fancy product features but on the experience of engaging with the company and the value it delivers. Delivering a cohesive and die-hard customer experience doesn’t happen accidentally. Customer success is no exception.

Sales Hiring 241

Sales Hiring Customer Success Scaling Construction 241

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 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

FEBRUARY 15, 2022

In SaaS, there are a lot of great “rules” that do make sense overall but can be confusing or borderline misleading at times. E.g., Sales +Marketing Expenses < First Year ACV = Success ? And even in the enterprise, losing one big customer can swamp you here in the early days.

Scale 247

Scale Customer Success Sales Hiring Scaling 247

SaaStr

APRIL 28, 2022

Our second SaaS blog post ever, in 2012 (updated after) was “Want to Understand SaaS? And we religiously track the NRR of all public cloud and SaaS leaders in our 5 Interesting Learning series. High NRR is the key to the magic in SaaS. They are the laziest ICs in SaaS. I’m no longer so sure.

Customer Success 211

Customer Success Metrics Scale Retention 211

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. Well, for most of time, about 10% of the “profit” on a deal has done to sales, and about 5% of renewals have gone to customer success.

Scale 224

Scale Customer Success Venture Capital Sales 224

SaaStr

JANUARY 27, 2024

Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. And that leaves you at the 75%-85% gross margins traditional SaaS companies have.

Azure 222

Azure AWS SaaS Customer Success 222

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 94

Customer Success Generative AI AI Scale 94

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

Teamgate

AUGUST 11, 2023

In this article, we’ll delve into the concept of Customer Success strategies, primarily seen in SaaS (Software as a Service) businesses, and how these strategies can be adapted and implemented in non-SaaS enterprises.

Customer Success 52

Customer Success Strategy Business SaaS 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. It helps articulate the health of a SaaS business.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94

ChurnZero

JANUARY 20, 2021

This is a guest blog post by Justine Dennis, Manager, Customer Success & Support at Fusebill. . Mattias Putman and Ewout Meyns launched PieSync in 2014 with a goal in mind: keep customers satisfied. Mattias and I are very aware that PieSync’s success depends on that of our customers. Sornson said.

Customer Success 98

Customer Success Scale SaaS B2B 98

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

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? Difficult conversations lead to deeper customer connections.

Customer Success 98

Customer Success Scale SaaS Finance 98

SaaS Metrics

APRIL 14, 2021

In this crazy SaaS, SPAC, and short selling world, money and price are key, good or bad. Today’s SaaS companies need to consider many aspects of their business when creating and measuring success. However, in the cloud world, there is a big gap between top and bottom companies. So what do you need to get to the top?

Customer Success 52

Customer Success SaaS Cloud Pricing 52

Inturact

SEPTEMBER 7, 2022

Customer success has changed drastically over the years, but the global pandemic has impacted the SaaS customer success process the most.

Customer Success 76

Customer Success Trends SaaS 76

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

AI 98

AI Customer Success ChatGPT Management 98

The SaaS CFO

SEPTEMBER 13, 2023

So when it comes to the Customer Success function, how do we quantify this investment? In […] The post Quantifying Investments in Customer Success and Retention appeared first on The SaaS CFO. We are known for saying “no” a lot, but really, we want to enable. Or general investments in retention programs?

Customer Success 59

Customer Success Retention Investment SaaS 59

Totango

SEPTEMBER 13, 2022

Customer Success Playbook Strategies: Mapping a Path to Winning Outcomes. A customer success playbook maps out a game plan you can use to automate successful outcomes for your clients. Then we’ll consider the benefits of using success playbooks. What Is a Customer Success Playbook?

Customer Success 86

Customer Success Onboarding Construction Retention 86

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