CustomerSuccessBox

MARCH 4, 2022

Architecting the customer success organization and solutions to leverage and grow in support of our revenue goals, including finding the correct balance of services and support for our many customer categories – Large Enterprise, Mid-market, and SMB. Suggested Resource : Customer Success Interview Template.

Customer Success 52

Customer Success Scale Customer Lifetime Value Interviewing 52

SmartKarrot

SEPTEMBER 12, 2022

Curate and grow a healthy pipeline of new prospects and leverage Marketing to help create thought leadership and campaigns to drive top of the funnel activities. Drive your team to create materials to deliver value program performance insights for internal leadership and clients in the form of monthly reporting and business reviews.

Customer Success 19

Customer Success Scale SMB Technical Review 19

SmartKarrot

NOVEMBER 29, 2021

Role: Head of Customer Success Location: New York, NY, US (Hybrid) Organization: Pinecone As a Head of Customer Success, you will hire, train, and manage a high-performing customer success team including pre-sales, post-sales, and professional services. Own and improve all customer support and assistance channels.

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

Sales Hacker

FEBRUARY 12, 2021

Most enterprise CRMs offer more features than simple CRMs and can support complex sales operations with advanced reporting capabilities, product libraries, sales enablement and tools, and more. Enterprise CRM vs. SMB CRM. It can be used by everyone in the company, from the sales team to leadership to inventory tracking.

Payment Solutions 87

Payment Solutions Enterprise Scale Payments 87

SmartKarrot

OCTOBER 11, 2022

Creating and maintaining regular project status reporting for internal stakeholders and leadership. Work closely with Creator IQ’s Sales, Enablement, Customer Support, and Product teams to ensure successful customer onboarding and launch of contracted services.

Customer Success 19

Customer Success Technical Review Systems Review Outsourced Development 19

SaaStr

OCTOBER 15, 2019

Unlike when selling into SMB businesses that kind of can go from a demo, to a conversion, to a close in a matter of days, enterprise sales is a lot more complicated and it’s hard to navigate through. So as Lauren sort of alluded to, we started by focusing on SMB’s. It’s not going to work.

Underperforming Technical Team 153

Underperforming Technical Team Sales Hiring compliance SMB 153

SaaStr

MARCH 27, 2019

I think for me one of the biggest realizations for me, we were a mid market company, right, we grew up in SMB. When I started at Salesforce, we were SMB mid market, right, that’s really where we lived. I mean, the people I see with the highest EQ are the ones that are the best, often, at doing this influence leadership.

Scale 131

Scale VP of Engineering Mobile Scaling 131

SaaStr

OCTOBER 31, 2019

Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. SMB businesses just go out of business much more frequently, and so their gross retention numbers are going to be lower.

Cloud 100

Cloud Scale AWS Machine Learning 100

SaaStr

SEPTEMBER 15, 2023

So, if he wanted to hire customer support, it could be a biomechanical engineer. Big Bet #4: Go After Bigger Fish — Overlay Field Motion Over Inbound People often assume inbound is all SMB, but one of the things Freshworks realized early on is that you can close larger deals with inbound. Inbound isn’t just about SMB customers.

Sales Hiring 235

Sales Hiring Scale SMB AI 235

SmartKarrot

NOVEMBER 23, 2020

Responsible for the end-to-end process for capturing customer feedback and policy enhancements, working closely with internal departments to drive continuous improvement and enhance product offering & services. As needed, acts as a point of escalation and resolution for customer issues for the Customer Support function.

Customer Success 10

Customer Success Technical Support Leadership SMB 10

SmartKarrot

OCTOBER 23, 2020

Develop company-wide customer success motion onboarding processes, between Compliance, Marketing, Sales, Product, and Technology to identify opportunities and risks of onboarding and retention. You will lead the Customer Support function to continue to meet the demand of the growing partner base as the business scale up and growth needs.

Outsourcing Services 10

Outsourcing Services Customer Success Outsourced Development Scale 10

SmartKarrot

NOVEMBER 18, 2020

Identify and take action on bottlenecks and areas of improvement within customer success teams. Collaborate as part of the global customer success leadership team to align and solve bottlenecks in a scalable way. Leverage Customer Health analytics to identify customer expansion opportunities & churn risks.

Merchant Services 10

Merchant Services Technical Advisors Customer Success Payment Services 10

SmartKarrot

MAY 17, 2021

Role: Senior Director, Customer Success Location: New York, NY, US Organization: Arcadia As a Senior Director of Customer Success, you will deliver a best-in-class customer support experience across all customer segments resulting in increased retention. 25-35 accounts).

Customer Success 10

Customer Success SMB Retention Engineering 10

SmartKarrot

JANUARY 5, 2022

Here’s our Top 50 Customer Success Influencers list for 2022 celebrating the inspiring visionaries and trailblazers who are helping shape the field and its future evolution. Widely acclaimed as a foremost expert to have pioneered and popularized customer success, Lincoln is a customer-centric growth mastermind. Rick Adams.

VP of Engineering 23

VP of Engineering Customer Success Scale Technical Review 23

Andreessen Horowitz

OCTOBER 16, 2023

> where would your idea or your product fit the most — is it large enterprise, is it SMB, is it financial services — then I would just go and interview all of them, and not narrow yet. Then sales is trying to expand and get more customers. And don’t let it, from a leadership standpoint, get out of control.

Product Marketing 80

Product Marketing Scale Sales Hiring Sales Recruiting 80

SmartKarrot

JANUARY 5, 2021

Rick has authored the book named “ Practical Customer Success Management: A best practice framework for managers and professionals ” which is an amazing collection of practical advice and assistance for Customer Success professionals at all levels. Peter Armaly. James Scott. as a Coach and Advisor respectively. Nils Vinje. Don Peppers.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

SaaStr

AUGUST 30, 2019

As for Whitney, she directly leads the organization’s go-to-market efforts, including sales, marketing, business development and customer operations. Whitney is also an advisor to companies funded by the YC Continuity Fund, focusing on enterprise strategy, go-to-market strategy, leadership and execution.

Sales Hiring 132

Sales Hiring Scale Technical Advisors Underperforming Technical Team 132

SaaStr

JULY 2, 2019

Dannie : What the early Slack team did very elegantly with Stewart’s leadership is, design a product that is so intuitive and so frictionless to sign up for, that it can add value from the get-go. Dannie : The way we specialized is we segmented, so SMB originally, enterprise, large enterprise. We saw Box on one end.

Enterprise 146

Enterprise Scale Sales Hiring SMB 146

Intercom, Inc.

SEPTEMBER 8, 2021

Throughout my time there, a little over six years, I went from being the top-performing account executive globally to moving into leadership to help build out our mid-market team out of the West Coast. He came in when Slack was at around 50 million ARR, and he really helped build out the leadership team and helped us scale to over a billion.

Scale 118

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 118

SaaStr

JUNE 16, 2020

Adnan Chaudhry: We’re doing sales leadership, all hands calls with customer service and support and sales every single week. It’s the SMB space. You’re customer support, you’re credit, you’re collections, you’re enablement, you’re a number of different things.

Sales Hiring 160

Sales Hiring Scale SaaS Payments Payment Services 160

SaaStr

AUGUST 12, 2020

So, the company starts getting divided up into functional areas, or silos, product management, sales, customers support, marketing and so on, and this siloing of the org chart I think means that not everyone knows what everyone else is doing, and there’s a general feeling of disorganization or chaos in most startups.

Startup 276

Startup Software Review Scale Systems Review 276

yoursales

JANUARY 28, 2022

Mimiran – More Leads and More Deals for SMB Services Business. Story Chief makes it a lot easier to generate inspiring thought leadership content and distribute it to blogs, social networks, influencers, email marketing software and more. Acquire - Live Chat Software For Customer Support And Sales. Other Tools.

Scale 111

Scale Payment Methods Payment Solutions Sales Recruiting 111

yoursales

JANUARY 29, 2021

Mimiran – More Leads and More Deals for SMB Services Business. Odoo - The real customer. Mimiran – More Leads and More Deals for SMB Services Business. Story Chief makes it a lot easier to generate inspiring thought leadership content and distribute it to blogs, social networks, influencers, email marketing software and more.

Scale 104

Scale Payment Methods Payment Solutions Sales Recruiting 104

Point Nine Land

APRIL 21, 2021

How to efficiently collect feedback from customer-facing teams? As your company grows, the customer facing teams (sales, customer support, customer success,…) are growing and the number of questions flowing to the product teams is growing: Is it possible to do this? How is it working? When are we going to do that?

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52

SaaStr

OCTOBER 25, 2019

Why does Liat reject the notion of “hands off leadership?”. I think in general it’s only fair to the team, especially to those top performers, for the leadership of that organization to address performance issues as soon as possible. I don’t think leadership is about pure delegation nor about micromanagement.

Sales Hiring 109

Sales Hiring Sales Recruiting Scale Underperforming Technical Team 109