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.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

SaaStr

NOVEMBER 6, 2022

In fact, my uber-learning is one of the Top 10 reasons customer success is so important is to make sure this business process change is implemented. If you do nothing else in Customer Success, make sure you have full engagement by Day 5, Day 15, Day 30, Day 60 … whatever exact amount of time is right for your app. .

Business 252

Business B2C SMB Customer Success 252

SaaStr

APRIL 10, 2023

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?” Zendesk knew that they could risk selling to startups like any other SMB, so that was the problem they set out to solve. Think about how to find these valuable customers.

Startup 188

Startup Scale SMB Venture Capital 188

SaaStr

JUNE 7, 2023

It has now secured over $67M in funding and offers a robust platform for mid-market and SMB segments. WorkRamp shifted its focus to a different segment –– the mid-market and SMB side. Because when we looked at our data, we saw that we had much more success sub 5,000 employees,” Blosser says. Well, not all the time.

Scale 184

Scale Scaling SMB Marketing 184

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. Fast-forward two years when the company is at $5M in ARR and the business needs to be adding 13,333 customers each year. Successful companies have taken both paths.

SMB 100

SMB Scale Startup Marketing 100

SaaStr

MARCH 22, 2024

After switching to SaaS, she started as an SMB sales leader with no prior management or SMB sales experience. AI can help a team understand what’s happening, customer sentiment about a product, the market they’re going after, and present billions of data points through actionable insights.

Scale 220

Scale Underperforming Technical Team SMB Finance 220

SaaStr

DECEMBER 27, 2023

They started via SMB and are now serving the Amazons of the world. A Lesson Learned: Stay Close to the Customer Organizations should focus more on customer success no later than 100 paying customers. There’s a lot of noise about companies going toward no customer success.

Sales Hiring 185

Sales Hiring Scale SMB Outsourced Development 185

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 25, 2022

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. Coupa, Marketo, And the Great Coming Rebound in SaaS.

Scale 181

Scale Venture Capital SMB Scaling 181

SaaStr

DECEMBER 15, 2021

7:00 AM (50 MINS) – Acquiring SMB 10,000 Customers Solely from Data with Gorgias’ CEO Romain Lapeyre. 7:30 AM (20 MINS) – Customer Success Re-Invented: New KPIs and Tactics to Level Up with Verdane’s Customer Success Expert Niclas Staberg. All times are in Pacific Time.

Scale 207

Scale VP of Engineering Scaling SMB 207

SaaStr

NOVEMBER 21, 2020

Let’s look at some of the top public SaaS companies: Shopify — very SMB: 100%. Hubspot — mostly SMB: 100%. Surverymonkey — fairly SMB, but going more enterprise: 100%. Zendesk — 116%, mix of SMB and enterprise. Developer-focused, but still fairly SMB. And mostly SMBs. 119% net revenue retention.

Retention 316

Retention SMB SaaS Enterprise 316

SaaStr

OCTOBER 26, 2021

Marketing SaaStr Session #1: “The State of Software Buying: From SMB to Enterprise with G2’s CMO”. Customer Success Sessions at SaaStr 2021. These sessions from SaaStr Annual 2021 provide a window into what approaches best-in-class marketers in SaaS are taking today: . Video: HE RE. Scaling Sessions at SaaStr 2021.

Scale 330

Scale Marketing SMB Leadership 330

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 217

Scale SMB Scaling Customer Success 217

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

SaaStr

FEBRUARY 19, 2022

That journey here: Most of us don’t stay SMB forever. Zoom similarly started off almost 100% self-serve and SMB, and then later added an enterprise team. Today, 63% of the revenue is 10+ seat deals, and they have 2,000 Enterprise customers. PagerDuty was almost entirely SMB at IPO, at $125m in ARR.

SMB 330

SMB SaaS Enterprise Software 330

CustomerSuccessBox

DECEMBER 13, 2021

Top 100 Customer Success Strategist 2021. She helps her B2B customers exponentially increase their net profits by utilizing the missed revenue opportunities caused by churn. To keep up with all the newest innovations in Customer Success. This debut edition of SuccessBound features Anita Toth. Read on to know!

Customer Success 52

Customer Success Management SMB Innovation 52

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

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

APRIL 24, 2022

BowtiedCocoon: Top SaaS SMB AEs have $125k OTEs. 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. Each week, we round up our most popular content so you can catch up on anything you may have missed.

Sales Hiring 260

Sales Hiring Revenue Scale SMB 260

Sales Hacker

SEPTEMBER 25, 2019

Enterprise sales is hard, which is why most businesses start as an SMB org and grow into an enterprise org. So let’s look at how to drive sales in a high-growth situation, so the transition from SMB to enterprise is smoother (and faster). 2 rules for transitioning from SMB to enterprise. Involve Customer Success early.

SMB 73

SMB Enterprise Strategy Compensation 73

SaaStr

DECEMBER 18, 2022

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. Just This Week. Top Podcasts This Week: 1.

Scale 138

Scale Venture Capital SMB Forecasting 138

SaaStr

DECEMBER 12, 2021

The State of Software Buying From SMB to Enterprise with G2’s CMO, Amanda Malko. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. Is the “Covid Boost” Over in SaaS? It Depends. A Tale of Two Trends. Dear SaaStr: VCs or Founders: Who Makes More? Top Vids This Week: 1.

SMB 218

SMB Cloud Trends Enterprise 218

SaaStr

DECEMBER 5, 2021

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. Demystifying the Unicorn Buzz with the CEOs of Calendly, Algolia, and Contentful. appeared first on SaaStr.

Scale 209

Scale SMB Scaling Retention 209

SaaStr

DECEMBER 20, 2022

The 4 V’s of Sales: Volume, Value, and Velocity: Head of SMB Sales Fernando Belfort and Head of Sales Enablement Kendra Wrightson. #19. How to Maintain +140% Customer Retention with Dooly CEO Kris Hartvigsen and Head of Customer Success Ellie Hutton. appeared first on SaaStr.

Scale 190

Scale SMB Sales Enablement Innovation 190

ChurnZero

DECEMBER 9, 2022

However, given her CS background, Gabby never envisioned herself becoming a CEO, as she explained during her keynote session, “ The new ‘C’ in CEO ” at ChurnZero’s Customer Success Leadership Summit, BIG RYG. Q: Based on your acquisition experience, are for-sale businesses focusing on the customer and NPS?

CTO Coach 52

CTO Coach Customer Success VP of Engineering CTO Hire 52

SaaStr

FEBRUARY 27, 2022

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. SaaStr 528: Building a $5.6B Top Videos This Week: 1.

Scale 225

Scale Sales Hiring SMB Sales Enablement 225

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

SEPTEMBER 26, 2019

What we learned from ’08-’09 in SaaS: First, SMB churn went through the roof — as SMBs went under much more quickly and often. As soon as the economy went south, SMBs started to simply go bankrupt and/or shut down. Anyone processing a lot of SMB and credit-card deals saw churn probably double.

SaaS Payments 270

SaaS Payments Sales Hiring Scale SMB 270

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

SaaStr

DECEMBER 15, 2022

SaaStr 527: Acquiring 10,000 SMB Customers Solely from Data with Gorgias CEO Romain Lapeyre. #5. SaaStr 529: Ten Things to Avoid Being Blindsided By In Your Pursuit Of Customer Success Nick Mehta, CEO @ Gainsight. #2. SaaStr 525: Marketing Hyper-Growth at Scale with Klaviyo Head of Marketing Kady Srinivasan. #4.

Scale 146

Scale SMB Innovation Scaling 146

Sales Hacker

MARCH 19, 2020

This post is a simple walkthrough of the why and the how behind predictive sales and marketing strategies, and why it all starts with your own customer data. How Customer Success Drives Predictive Sales and Marketing. Post-Sale Customer Success Data (how happy they are). Let’s dig into it.

Customer Success 75

Customer Success Machine Learning Artificial Intelligence Sales 75

ChurnZero

MARCH 18, 2022

They also discussed the impact of these metrics on your plans as a Customer Success professional and your company overall. Key SaaS and Customer Success metrics you should care about. What boards and investors expect from your Customer Success organization. Customer Success around the web.

Customer Success 98

Customer Success Metrics SaaS Banking 98

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.”

SMB 174

SMB Entertainment Acquisition Branding 174

OpenView Labs

MARCH 4, 2019

Part 1: Onboarding and Customer Marketing. Your self-service customer success model can benefit all size businesses and yes, Customer Success Managers (CSM), if it’s done correctly. Many of my clients, and even some of my professional peers, tend to think that self-service resources only work for SMB clients.

Customer Success 61

Customer Success SMB Sales Hiring Onboarding 61

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 257

CTO Hire Sales Hiring New CTO CTO 257

SaaStr

FEBRUARY 13, 2022

SaaStr 527: Acquiring SMB 10,000 Customers Solely from Data with Gorgias CEO Romain Lapeyre. How to Maintain +140% Customer Retention with Dooly’s CEO, Kris Hartvigsen, and Head of Customer Success, Ellie Sutton. SaaStr 525: Marketing Hyper-Growth at Scale with Klaviyo Head of Marketing Kady Srinivasan.

Scale 176

Scale SMB Sales Cloud 176

SaaStr

APRIL 7, 2021

“SaaStr 416: The Secret Sauce for Scaling to $1B with Zendesk’s Sharon Prosser, VP Global SMB GTM and Ashta Malik, VP GTM Strategy “ A really terrific deep dive on selling and scaling to $1B in SMB ARR. #8. And how to win in a very competitive market. #7.

Scale 156

Scale SMB Churn Scaling 156