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Sales Often Really Doesn’t Understand Customer Success

SaaStr

I remember about 24 months back I asked one of the very best VPs of Sales I know to help me find a VP of Customer Success. This VP of Sales has built legendary teams, and his Directors and Managers have gone on to run many of the top SaaS companies out there. The best VPs of Sales are closers. Or want to, really.

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Dear SaaStr: How Often Will a Sales Engineer Also Wear a Customer Success Hat in an Early Stage of a SaaS Startup?

SaaStr

Dear SaaStr: How often will a sales engineer also wear a customer success hat in an early stage of an SaaS startup? The “traditional” role of a sales engineer is to support the sales team through the close of a deal. Stick around until the customer is fully deployed, at least. Pretty darn common.

Scale 250
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The End of Customer Success As We Knew It

SaaStr

So I think 2023 may mark The End of Customer Success as We Knew It. The Massive Push to Efficiency As almost every public SaaS company got cash-flow positive and radically more efficient, and most startups had to stretch their dollars much further — customer success took a lot of the brunt. What happened? Just This Week.

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The Beginning of The End of Customer Success, SDRs, and Support Agents

SaaStr

I’ve talked with three CEOs at leading vendors in sales and post-sales at $200m+ in ARR the past few weeks and they’ve all reinforced these are some of the biggest changes in a generation. What we’ve seen in the first 15 years of SaaS: Specialization in sales. Segment reps, and have closers close. Everyone now.

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Feedback Frenzy: Restoring Customer and Internal Alignment for Product Success

Speaker: Evan Leong - CEO & Founder, Product Signals

Join our webinar as we delve into customer feedback strategies and explore diverse methods for gathering and organizing feedback.

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Do SMBs Need Customer Success? 100% For Sure If You Also Have Sales Involved

SaaStr

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.

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When Should Sales vs Customer Success Own a Renewal with Sam Yang

Predictable Revenue

We talked to Sam Yang about the relationship between Customer Success and Sales, specifically, who should own the deal and when. The post When Should Sales vs Customer Success Own a Renewal with Sam Yang appeared first on Predictable Revenue.