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At Scale, Customer Success On Average is Paid 5.3% of ARR Managed, Per Gainsight

SaaStr

So we’ve been talking about customer success at SaaStr longer than almost anyone else, going back to our very first posts in 2012, including on Second Order Revenue. is a number to back into, at scale. It’s a reminder CSM staffing overall is actually fairly thin at scale. CLTV Isn’t The Whole Story.

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Lessons on Scaling Customer Success from $1M to $300M in ARR with Success Venture Partners

SaaStr

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.

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Scaling Customer Success in 2022 From Series A to IPO with Snyk io, Vanta, Crane, and Hook (Video)

SaaStr

Delivering a cohesive and die-hard customer experience doesn’t happen accidentally. Customer success is a mindset or a continuous journey before it’s a department that takes an analytical approach towards retaining and constructing long-lasting relationships with customers. Who should be your first customer success hire?

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How to Scale Customer Success in SaaS: 10 Effective Tips

User Pilot

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. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

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How to Work with Your Customer Success Team to Create a Great Product Feedback Experience

Speaker: Rebecca Notté, Product Operations Manager and Hannah Chaplin, Director of Product Marketing at Pendo

It is very common for your product operation team to feel overwhelmed with the amount of customer data that is available to them. With the massive volume of information coming from customers, coupled with the added information pouring in from the customer success team––the challenge can begin to feel insurmountable.

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The $2 Million Dollar Man/Woman: How to Think About Scaling Your Customer Success Team

SaaStr

Sales +Marketing Expenses < First Year ACV = Success ? But maybe not while you are scaling, you can often afford to invest more if you have funding. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. I.e., keeping the Magic Number at or above 1.0.

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Dear SaaStr: What’s The Number One Challenge for Scale-Up Stage Founders?

SaaStr

Dear SaaStr: What’s The Number One Challenge for Scale-Up Stage Founders? You will need a VP of Product to scale your roadmap. You can smother customers with love alone in the early days, but as you scale, you need a seasoned customer success team and VP that has done this before. As are you.

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The Employee Factor - Perfecting Your CX From Within

Speaker: Dennis Snow, President, Snow & Associates

Build “walk-through-fire” customer AND employee loyalty. Scale your customer success program without losing that personal touch. Break down organizational silos, creating a “one organization” mentality. Inspire personal accountability in the workplace. Wednesday, July 15 2020 11 AM PST, 2PM EST, 6PM GMT