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Dear SaaStr: What Should I Do in a Sales Audit?

SaaStr

Churn and Expansion : For existing customers, analyze churn rates, upsell/cross-sell performance, and NRR (Net Revenue Retention). Sales Enablement and Training : Assess the effectiveness of your sales enablement efforts. Alignment Across Teams : Ensure alignment between sales, marketing, and customer success.

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From 0 to $10m ARR, At What Point Do We Start Hiring and Whom?

SaaStr

Having said that, if you have a steady stream of leads and customers, you really can’t hire a great VP of Demand Gen / Growth too early. Customer Success and Support : You can hire 1-2 individual contributors to handle onboarding and support, but its still very hands-on. More on that here.

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AI in GTM Efficiency: The Playbooks from Databricks, Monday.com and Benchling

SaaStr

Rob Schmeltzer, Head of Strategic Customer Success at Monday.com , oversees customer success operations for the work management platform serving over 180,000 customers. Previously, customer success managers had to manually log every interaction.

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The 40% Problem: Do Your Sales Reps Really Cover All Their Accounts? And Is AI The Answer? With Yamini Rangan, CEO HubSpot

SaaStr

40% The percentage of assigned accounts that actually receive proper coverage from your sales team. Nick Mehta (Gainsight) has shared that in customer success, a similar issue arises. This number has been stuck in this range for more than two decades. Think about that for a moment.

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The pros and cons of charging for customer success, and how to make it work.

ChurnZero

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? It’s also a major strategic shift that comes with plenty of challenges, including internal and customer resistance. Charging for customer success: the pros and cons.

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Everboarding explained: the customer success growth strategy that goes beyond onboarding

ChurnZero

A comprehensive onboarding strategy is still at the top of any customer success team’s list. But as you focus on personalization, renewal strategies, and how to perfect the customer journey, it’s possible to miss the forest for the trees. How should you get started? Our onboarding strategy checklist is still relevant here.

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How to redesign your customer journey for future scale

ChurnZero

We partnered with Growth Molecules on a deep-dive organizational diagnostic assessment as pre-work, and then embarked on a two-day, cross-functional, in-person customer journey mapping workshop. We brought in leaders from product, onboarding, sales, enablement, support, marketing, and operations.