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.

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SaaStr

NOVEMBER 22, 2020

Prashanth Chandrasekar, CEO @ Stack Overflow recently shared with our community the four key pillars he feels are necessary to propel a company to scale upward. Is your product sound, and does it solve a big problem for customers, enough for you to scale? Deliver repeatable value early in the customer’s journey.

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Tom Tunguz

JUNE 20, 2020

This post is part of a series leading up to SaaS Office GTM Edition on June 24 in which we’re reviewing the results of the 2020 Redpoint GTM survey. Today, we’re answering the question: how do teams grow as a startup scales? The median startup with between 1-5M in ARR will have 12 engineers, 6 in sales and 3 in marketing.

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SaaStr

FEBRUARY 14, 2024

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. And as you scale, the role should likely end there. Pretty darn common.

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SaaStr

DECEMBER 30, 2023

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.

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SaaStr

MAY 19, 2022

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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Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

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SaaStr

SEPTEMBER 29, 2023

Naturally, demand is going to lead to a ton of supply. Think about the growth curve inflecting more at the top of the funnel with more leads. There were more reasons to talk to customers and more touch points with people. And almost all of it was lifted by better conversion rates and more leads. That’s unbelievable!

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SaaStr

MAY 5, 2022

What are some of the foundational ways sales leaders can think about building their sales teams as their company continues to expand and grow? There’s no shortage of ways to tackle this challenge, but one thing is clear: build sales teams thoughtfully and intentionally. With scale, though, these priorities can change.

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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. 7:00 AM (40 MINS) – Product-led Growth: How to Execute Across the Full Funnel (and Mistakes We Made) with Reprise’s VP of Marketing and VP of Sales. LIVE TODAY!

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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. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

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Sixteen Ventures

MARCH 9, 2024

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

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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. But before the years of rapid scaling, it took the company a little while to hit its stride. What Did WorkRamp Do Differently to Scale?

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SaaStr

NOVEMBER 25, 2022

Scale-ups are exciting. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready technology and the right partners. On top of considerable dedication, creating a scale-up requires a functional edge—a unique and unreplicable capability compared to the players in the industry.

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Sixteen Ventures

AUGUST 30, 2023

You’ve built your Customer Success team from the ground up, and you’re rightfully proud of it. You’ve always had your hands on the steering wheel, ensuring smooth rides for your clients. But now your team is growing.

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SaaStr

OCTOBER 11, 2023

Eran Zimman, monday.com’s co-founder and co-CEO, shares his secrets to scaling and growth in an unpredictable market. Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. You don’t want to overwhelm SMB customers, and Monday made this a focus from day one.

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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.

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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.

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SaaStr

JULY 14, 2023

So a little while back we had a deep dive on just how much of a product expert your VP of Sales needs to be, and your sales team in general. The bottom line is while views weren’t consistent, I can tell you VPs of Sales that don’t know the product close to cold … fail. More on that here. Trust me here.

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SaaStr

FEBRUARY 9, 2024

Everything from hiring on the GTM side to layering in a sales-led motion into PLG. Let’s dive into what’s making that hybrid model successful: PLG and Sales Led? Given this, you must understand the role that each facet of the business plays in promoting that product, from marketing and sales to customer service.

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SaaStr

DECEMBER 29, 2023

AI can be disruptive in two major ways: With customers, it can mean better outcomes, which is great and takes work. It can replace humans for those companies that can’t find someone to send emails, update the website, or do sales. Q: As you scale, how metrics-oriented should the company be? The market wants it.

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SaaStr

SEPTEMBER 8, 2020

Check out the session here: Algolia also summarized their Top 5 take-aways here , and below: Most SaaS founders start out the same way— armed with ample expertise of the technical details that go into a product and with limited experience of other aspects of scaling, such as sales. On acquiring customers consistently.

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SaaStr

NOVEMBER 28, 2022

These two departments are a SaaS company’s most important; without their alignment, there is no growth or scale. Another strategy we often see is moving from a PLG model to a sales assistive model with a more established sales team that can sell the product to the customer. . Set them up for success. .

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SaaStr

NOVEMBER 9, 2023

Dear SaaStr: What are some of the “ultimate sins” in marketing and sales and success in SaaS in the early stages? My list of some bad ones: Sales: Hiring any reps you wouldn’t buy from. Later, once you have a strong VP of Sales, it’s fine though. Your sales reps need to eat. A bit more here.

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Chart Mogul

JULY 28, 2023

Four experts from the SaaS world sit down to discuss sales tech stacks, evolving your sales team, and some common mistakes organizations make building sales teams and purchasing software. ChartMogul’s very own VP of Sales, Sara Archer heads the panel discussion.

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Intercom, Inc.

JUNE 16, 2020

Today we’re excited to bring you Scale , a place where we explore how industry leaders are propelling their companies forward – by keeping their customers front and center. What’s the CTR on our latest customer engagement campaign? As teams scale up, customers can easily turn from people you know into numbers you optimize.

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SaaStr

JANUARY 7, 2021

Zendesk’s Sharon Prosser, VP Worldwide SMB Sales & XDR, and Astha Malik, VP GTM Strategy, Planning, and Enablement share some guiding principles about how their company has grown and enriched many markets. If your people are working for the same customers, some segments get lost. Always come back to the customer.

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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.

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SaaStr

NOVEMBER 13, 2020

On December 8, join @Talend #CMO @LaurenV for a roundtable session at @saastr Scale 2020 "The Five Hardest #Marketing Decisions to Make and How to Get Them Right with Talend." Our next big digital mega-event SaaStr Scale is coming up soon, Dec 8-9!! Javier Molina, VP of Corporate Sales, MongoDB. Todd McKinnon, CEO, Okta.

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SaaStr

DECEMBER 30, 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. . Transparent pricing makes their life easier than going on sales calls every day only to find out that your product is not financially viable for them. .

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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.

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Scale SMB Enterprise Sales Hiring 219

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.

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SaaStr

JULY 22, 2019

SaaStr Scale, our one day, San Francisco based event. The Playbook To… Hear from different revenue leaders on the playbooks to revenue growth, scaling, building better teams and more. The Playbook to Building a Thriving Sales Culture with PatientPop SVP of Sales Justin Welsh. The post SaaStr Scale is coming to SF!

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SaaStr

JANUARY 5, 2022

At Box, there was a culture and mindset shift early on that customer-facing teams shouldn’t live in silos. Every customer-facing team is on the renewals team: customer success, sales, product, customer support, marketing, and of course, renewals. When it comes to your sales team, productivity is paramount.

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SaaStr

JUNE 13, 2021

It’s been great to have the CEOs of Qualtrics join us multiple times over the years, as it scaled from a late-stage startup to IPO to $8B+ acquisition. Fast forward to today, and Qualtrics is now worth $20B and CEO Zig Serafin joined us to share his lessons in scaling with Julia Laroche, Correspondent at Yahoo Finance.

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SaaStr

OCTOBER 10, 2022

A gap opens up when: – Sales abandons the customer the moment deal is closed – Support too reactive & slow to solve real issues – Deployment harder than should be. What I mean is, with most SaaS companies, there’s just a huge customer workflow break. So Customer Success becomes the default Gap Filler.

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SaaStr

APRIL 1, 2023

The 4 things you need to win as a SMBTEch startup are: Efficient GTM Commitment to customer success Product strategy that drives strong net dollar retention and grows your existing customer base Patience Of course, this is by no means comprehensive. Know Your Customer and be choosy as you scale.

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