SaaStr

NOVEMBER 6, 2022

A while back I was having a discussion, not quite a debate, but a discourse with an extremely smart VC — far smarter than me — who was relatively new to SaaS, having spent more time in B2C. Like a lot of folks tip-toeing from B2C to SaaS, his first stop was in freemium. And thus, customers are willing to invest the time.

Business 268

Business B2C SMB Customer Success 268

SaaStr

SEPTEMBER 26, 2019

So, despite SaaS multiple and the public markets being at near record highs, we’ve seen things start to … wobble a bit overall in tech: The WeWork IPO simply failed , and the Peloton and Direct Smile IPOs were broken. One of the greatest SaaS companies of all times, but still, it turned out to be mortal. Slack is mortal.

SaaS Payments 278

SaaS Payments Sales Hiring Scale SMB 278

Tom Tunguz

SEPTEMBER 13, 2016

New Customers per Year 1333 6667 13,333 33,333 66,667 133,333. When an SMB SaaS startup is young with quickly growing revenues, more of the same works. A $1M ARR SaaS startup with an average selling price of $750 per year needs to add 1,333 each year on average to double. Successful companies have taken both paths.

SMB 100

SMB Scale Startup Marketing 100

SaaStr

JUNE 7, 2023

Scaling a tech startup doesn’t come easy, and when you’ve tried all the conventional SaaS advice, it might be tempting to give up. But sometimes, the road less traveled is the path to success. It has now secured over $67M in funding and offers a robust platform for mid-market and SMB segments. Well, not all the time.

Scale 206

Scale Scaling SMB Marketing 206

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. ” 3.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

APRIL 10, 2023

B2B SaaS companies often aim to land large enterprise clients that can bring with them long relationships and large deals. Others may seek to corner the SMB market. How is it that you want to sell to startups differently than the rest of your customer base?” Think about how to find these valuable customers.

Startup 210

Startup Scale SMB Venture Capital 210

SaaStr

OCTOBER 26, 2021

In a noisy world where there are no practical barriers to creating B2B content, you need a thoughtful approach to engage your Ideal Customer Profile audience. . These sessions from SaaStr Annual 2021 provide a window into what approaches best-in-class marketers in SaaS are taking today: . Customer Success Sessions at SaaStr 2021.

Scale 348

Scale Marketing SMB Leadership 348

SaaStr

DECEMBER 25, 2022

Coupa, Marketo, And the Great Coming Rebound in SaaS. 4 Recent, Very Bad, Truly Terrible Customer Success Experiences. SaaStr 616: Secrets to SMB at Scale with Hubspot CEO Yamini Rangan and SaaStr Founder & CEO Jason Lemkin. . Secrets to SMB at Scale with HubSpot CEO Yamini Rangan and SaaStr CEO Jason Lemkin.

Scale 202

Scale Venture Capital SMB Scaling 202

SaaStr

DECEMBER 27, 2023

Docebo was started and funded in 2005 and became a SaaS player in 2012. That was the result of an operational motion of building a company that, in the beginning, was meant to address SMBs. They started via SMB and are now serving the Amazons of the world. There’s a lot of noise about companies going toward no customer success.

Sales Hiring 204

Sales Hiring Scale SMB Outsourced Development 204

SaaStr

MARCH 22, 2024

Different Pathways to CRO For Jane Kim, former CRO of CircleCl,, she used to work in finance before transitioning to SaaS. After switching to SaaS, she started as an SMB sales leader with no prior management or SMB sales experience. The first is the myth of the rainmaker.

Scale 244

Scale Underperforming Technical Team SMB Finance 244

SaaStr

APRIL 24, 2022

BowtiedCocoon: Top SaaS SMB AEs have $125k OTEs. A SaaS Founder’s Guide to PR. The Private Equity Math of 1+1=3 in SaaS Acquisitions. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey.

Sales Hiring 275

Sales Hiring Revenue Scale SMB 275

SaaStr

DECEMBER 12, 2021

The Last 4 “SaaS Crashes” Barely Made a Dent in the Cloud Boomtimes. Is the “Covid Boost” Over in SaaS? The State of Software Buying From SMB to Enterprise with G2’s CMO, Amanda Malko. Direct Sales Aren’t Enough: Why the Path to SaaS Growth Is Indirect with PartnerStack’s CEO.

SMB 241

SMB Cloud Trends Enterprise 241

SaaStr

FEBRUARY 14, 2023

The current public market environment might look like a great SaaS crash for many people. As things appear to slow, how do we get back to the fundamentals, find the things that are great about SaaS that are measurable, and help people see the value in your business? It captures the predictability of SaaS revenue and built-in growth.

Metrics 216

Metrics SaaS Marketing SMB 216

ChurnZero

MARCH 18, 2022

With so many SaaS metrics floating around, and even more opinions on when and how to use them, it can be hard to know if you’re measuring what really matters. Leading SaaS expert, Dave Kellogg, and ChurnZero CEO, You Mon Tsang, sat down to answer all the questions you want to know about SaaS metrics like ARR, NRR, GRR, LTV, and CAC (i.e.,

Customer Success 98

Customer Success Metrics SaaS Banking 98

SaaStr

DECEMBER 8, 2022

I asked Yamini where to put the incremental dollar into — Sales or Customer Success? I strongly believe in investing as much in Customer Success as possible. But ultimately, in many cases, Customer Success is putting band-aids on product issues. The average SMB now uses almost 300 (!)

Scale 242

Scale SMB Scaling Customer Success 242

SaaStr

DECEMBER 5, 2021

Top Vids This Week: How to Scale a Successful SaaS Sales Team with Harry Stebbings and Jason Lemkin. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. The State of Software Buying From SMB to Enterprise with G2’s CMO, Amanda Malko. appeared first on SaaStr.

Scale 233

Scale SMB Scaling Retention 233

SaaStr

DECEMBER 18, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: Coupa, Marketo, And the Great Coming Rebound in SaaS. 4 Recent, Very Bad, Truly Terrible Customer Success Experiences. Some Folks in SaaS Are Still Doing Really, Really Well. Just This Week. Top Podcasts This Week: 1.

Scale 139

Scale Venture Capital SMB Forecasting 139

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

DECEMBER 20, 2022

Our top videos alone cover a wide range of topics important to SaaS Founders and CEOs: scaling, fundraising, building and retaining a high-performing team, PLG, and more. The 4 V’s of Sales: Volume, Value, and Velocity: Head of SMB Sales Fernando Belfort and Head of Sales Enablement Kendra Wrightson. #19.

Scale 212

Scale SMB Sales Enablement Innovation 212

SaaStr

FEBRUARY 27, 2022

Why There Is a 50/50 Chance You’ll Tilt Upmarket in SaaS. SaaStr 529: Ten Things to Avoid Being Blindsided By In Your Pursuit Of Customer Success Nick Mehta, CEO @ Gainsight. The 4 V’s of Sales: Volume, Value, and Velocity with Waze Head of SMB Sales Fernando Belfort and Head of Sales Enablement Kendra Wrightson.

Scale 250

Scale Sales Hiring SMB Sales Enablement 250

Intercom, Inc.

OCTOBER 24, 2022

Earlier this week, the Intercom team visited SaaStock Dublin for three days of incredible talks and informative workshops with the most exciting new SaaS companies in the industry. . So how do you align your sales team to focus on customer success? Different company, different sales motion.

Strategy 91

Strategy Sales SMB SaaS 91

SaaStr

NOVEMBER 18, 2020

I’ve had a chance to watch a whole cohort of SaaS first-time founders go from $1m to $10m ARR in 5 quarters or less (more on that here ) and just been awestruck by how much better than me they are as founders, and how much better they’ve done quantitatively. Don’t go upmarket if you purely, 95-100% an SMB product.

Sales Hiring 363

Sales Hiring Scale SaaS Enterprise 363

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. Building on the point above, when determining expansion ownership, you want to quantify the established relationships between a Customer Success Manager or salesperson and the customer.

Customer Success 98

Customer Success Engagement Sales Acquisition 98

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

SaaStr

FEBRUARY 13, 2022

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: The 10 Keys to A Successful Board Meeting: How to Make Them Great and Not Something Everyone Dreads from Ajay Agarwal, Bain Capital Partners. 20 Interesting PLG Learnings from The Leaders in SaaS. The Argument High Cloud Multiples Are Behind Us.

Scale 197

Scale SMB Sales Cloud 197

Tom Tunguz

OCTOBER 21, 2017

Last week, I participated in two discussions about the changes in the SaaS world. The level of competition in many core SaaS segments is intense. The SaaS era is about 20 years old. Over that 20 year period, annual SaaS investment has increased 20x, peaking in 2014 at $7B. The table stakes in SaaS are rising.

SaaS 186

SaaS Venture Capital Finance Machine Learning 186

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

SEPTEMBER 22, 2022

Chestnut states that the weirdness has a point –– to stand out and reach marketers and SMB owners: “The first couple of iterations of our brand were a little bit weird and funny in a ‘monkey’ kind of way…[the customers] just loved it, and we just sort of rolled from there.” I didn’t want moon shots –– they were too expensive.

SMB 193

SMB Entertainment Acquisition Branding 193

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

SaaStr

JULY 8, 2022

Half of Gorgias’ almost 10,000 SMB customers come from partners. Veeva: The Biggest Vertical SaaS Success Story of All Time with Founder/CEO Peter Gassner. 30,124 of you tuned into this SaaStr Classic sessions, really one of the best of all time in terms of how to get a true enterprise SaaS off the ground.

VP of Engineering 240

VP of Engineering Scale Outbound Sales Team SMB 240

SaaStr

MARCH 20, 2021

Traditionally, that has meant even 100% Net Revenue Retention can be tough when 20%-30% of your customers may be out of business in a given year! Yet we’ve still seen the Best in SaaS can do it. Smartsheet: 123%+ NRR from all customers, so probably ~110% from SMBs : #2. Zendesk: 112% NRR overall, with 40% SMB.

SMB 249

SMB Churn Retention Enterprise 249

SaaStr

DECEMBER 15, 2022

SaaStr 523: How to Succeed as a First-Time VP of Sales or First-Time SaaS VP with SaaStr CEO and Founder, Jason Lemkin. #6. SaaStr 527: Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre. #5. SaaStr 525: Marketing Hyper-Growth at Scale with Klaviyo Head of Marketing Kady Srinivasan. #4.

Scale 148

Scale SMB Innovation Scaling 148

SaaStr

NOVEMBER 28, 2022

These two departments are a SaaS company’s most important; without their alignment, there is no growth or scale. Prakash Raina, Co-Founder of Subskribe, and Leslie Hui, VP of Accounting Operations and Finance Transformation at Okta, break down the secrets to unifying SaaS teams, processes, and systems. The evolution of SaaS business.

Scale 205

Scale Finance Sales Hiring Scaling 205

SaaStr

JANUARY 12, 2022

“For large enterprise customers, your stakeholder map is almost always too small” — Alex Farmer, VP CS, Cognite Data. Another top mistake SMB folks make trying to sell enterprise. We all underresource customer success vs. sales. Lost a bank customer we had served well for 5 years and up to.5M

CTO Hire 283

CTO Hire Sales Hiring New CTO CTO 283

SaaStr

DECEMBER 3, 2021

10 SaaStr 211: The Ultimate Guide To SaaS Pricing From Investors @ Benchmark, Matrix, Upfront Ventures & Operators @ Figma, Snyk, and Kustomer. #9 . #11 SaaStr 309: David Skok on The 9 Stage Model To Get A B2B Company To Get Repeatable, Scalable & Profitable Growth. #10 1 SaaStr 221: HBS Sr. . #9 1 SaaStr 221: HBS Sr. . #5

Scale 206

Scale Sales Hiring SMB Benchmarks 206

ChurnZero

JUNE 2, 2021

SaaS Capital joined us for a webinar to share the results from their 10th annual B2B SaaS benchmarking survey. This survey is the largest survey of private SaaS companies in the world with over 1,500 responses. Lessons learned over the last year from the Customer Success community. Q&A Recap. Growth is king.

Benchmarks 98

Benchmarks B2B SMB SaaS 98

CustomerSuccessBox

OCTOBER 26, 2021

The Customer Success Operations (CS Ops) role is critical in delivering, optimizing, and maintaining successful tech-touch programs, ensuring that everything runs smoothly. Since CS is maturing as a specialty, roles (specifically) like Customer Success Operations (CS Ops) are gaining upper hand.

Customer Success 52

Customer Success Sales Hiring Scale SMB 52