OpenView Labs

MARCH 4, 2019

Many of my clients, and even some of my professional peers, tend to think that self-service resources only work for SMB clients. If you expect your CSM team to deliver, as well as move along SMB customers, then they need Customer Marketing support as well. That’s not true. This doesn’t happen by itself. Actionable Customer Marketing.

Customer Success 61

Customer Success SMB Sales Hiring Onboarding 61

SmartKarrot

NOVEMBER 29, 2021

Forecast accurately and communicate clearly to senior leadership. Apply here: [link] Role: Customer Success Manager, SMB Location: Remote, United States Organization: AtoB As a Customer Success Manager, you will oversee and own a dedicated book of business of SMB customers (fleet owners and managers). Apply here: [link].

Customer Success 19

Customer Success Sales Hiring Technical Review SMB 19

Sales Hacker

OCTOBER 16, 2020

And finding time is tough compared to an SMB executive. This is the gold section where you should spend the majority of your time learning and educating yourself about their business. We already do it everyday when prospecting leaders at other companies, but all it takes is a simple ask to your own leadership teams.

Enterprise 104

Enterprise Payment Methods Payment Services Sales Hiring 104

Sales Hacker

JUNE 14, 2018

When you select the low-cost option, you sacrifice expertise, leadership, and the ability to execute. Perhaps you are expanding into the SMB space and have not been able to gain a measurable return. Can you illustrate your firm’s proven track record of selling in the enterprise, mid-market, or SMB segments ?

Outsourcing Services 57

Outsourcing Services Sales Hiring Sales Outsourcing Outsourced Development 57

SmartKarrot

JANUARY 18, 2023

Collaborate with the Training and Education team to build out the content for product onboarding and education. Educate users on the latest SaaS platform features. Provide effective coaching and feedback to team managers, helping them to successfully lead the three customer success segments (Enterprise, Mid-Market, and SMB).

Customer Success 19

Customer Success SMB Technical Support Education 19

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

JANUARY 10, 2023

Develop the digital marketing, e-commerce and consulting skills of the SMB CSM teams through continued education, with the intent of forming CSMs who become key stakeholders in the success of the customers. Track team metrics and report performance data to CS leadership on a regular basis.

Customer Success 19

Customer Success Technical Review Outsourced Development Systems Review 19

SaaStr

NOVEMBER 2, 2019

As for Krish, under Krish’s leadership the team has grown to over 300 people and over 5,000 clients making it one of the next generation in truly global SaaS businesses started in India. How does Krish think about purely serving the SMB market? How does he think about the mortality rate of SMBs? Loving our podcast content?

Scale 127

Scale SaaS Payments Sales Recruiting Payment Services 127

SmartKarrot

SEPTEMBER 29, 2022

Serve as project manager and leader for critical cross-functional initiatives such as building Business Value consulting expertise for Strategic customers, standing up a CS/Sales qualified lead engine process, or developing Scaled / Tech Touch programs for SMB/MM customers.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

SaaStr

JULY 24, 2019

Final point about Talkdesk is that we started selling about five years ago in the SMB space. One thing that we have implemented is every time a customer turns now, and I realized this is not scalable if you’re in the SMB space and you have 50000 customers; but for Talkdesk with 1500, any time a customer turns, we do a full postmortem.

Retention 137

Retention VP of Engineering Sales Hiring Scale 137

SaaStr

OCTOBER 3, 2023

Finding product market fit Moving from SMB to Enterprise or vice versa Achieving Enterprise repeatability Strategic expansion Borland has experienced all four stages at three different companies and knows what teams and functions look like for each stage of growth. Through customer stories.

Enterprise 217

Enterprise B2B Scale SMB 217

Sales Hacker

MARCH 18, 2019

How to build both SMB and Enterprise-grade CS teams and what tools to use to empower them. The resources that fall under my remit include presales, sales engineering, sales consultants, and solution architects through to the post sales functions like professional services, renewals, customer success management, support, and education.

VP of Engineering 69

VP of Engineering Sales Hiring Scale Technical Review 69

SaaStr

MAY 8, 2020

Jessica is actively involved with the education and workforce development community in New York City and as chair of the Industry Advisory Board at Opportunities for a Better Tomorrow. It’s that 12 to 18 month sales cycle versus the two to three month SMB contract. Loving our podcast content? Harry Stebbings: But enough from me.

Sales Recruiting 174

Sales Recruiting Technical Review Sales Hiring Outsourced Development 174

SaaStr

MARCH 31, 2022

So I think just opening your aperture when you’re thinking about marketplace, not assuming it’s just a small commercial SMB market sales. And it will require a collaboration across the organization at the leadership level. We actually started with private offerings, if you will, more towards the enterprise size customer.

Scale 190

Scale Marketplace as a Service Cloud SaaS Payments 190

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 150

Underperforming Technical Team Sales Hiring compliance SMB 150

Chart Mogul

AUGUST 15, 2019

For SMB SaaS apps, we look for ease of use and delightful user experience with consistent engagement and value delivery. Of course, the team is ever-evolving but the foundational leadership and knowledge remain in place to support new hires. These types of apps are inherently going to stay on the credit card.

Finance 85

Finance Payments Revenue Payment Solutions 85

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

Chart Mogul

AUGUST 15, 2019

For SMB SaaS apps, we look for ease of use and delightful user experience with consistent engagement and value delivery. Of course, the team is ever-evolving but the foundational leadership and knowledge remain in place to support new hires. These types of apps are inherently going to stay on the credit card.

Finance 52

Finance Payments Revenue Payment Solutions 52

SmartKarrot

FEBRUARY 4, 2021

Define and develop metrics and dashboards to provide visibility and actionable insights to internal teams and leadership. Establish best practices and educate new gaming creators on how to optimize performance and community building. Identify, recruit, and onboard high potential partners.

Sales Recruiting 10

Sales Recruiting Customer Success Technical Review SMB 10

SmartKarrot

JANUARY 5, 2021

Acclaimed multiple times as a top-notch Customer Success leader, Peter is the Senior Director, Customer Success Enablement and Thought Leadership at Oracle. If you believe in an interwoven community, built truly for Customer Success enthusiasts, you may know about the Atlanta Customer Success Leadership Forum co-founded by James.

VP of Engineering 21

VP of Engineering Customer Success Scale Technical Review 21

Sales Hacker

SEPTEMBER 23, 2019

If you missed episode 75, check it out here: 3-Layer Approach to Stage-Appropriate Leadership w/ Jason Holmes. Prior to Slack, Kevin spent four years as VP of Sales at Dropbox, where he helped build the outbound sales team covering SMB through large enterprise. What You’ll Learn. Kevin’s rep productivity model.

VP of Engineering 52

VP of Engineering Sales Recruiting Sales Hiring Scale 52

SmartKarrot

JANUARY 5, 2022

This annual list has been compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership, and similar guiding criteria. He’s also the Senior Director of Customer Success Enablement and Thought Leadership at Oracle. Rick Adams.

VP of Engineering 23

VP of Engineering Customer Success Scale Technical Review 23

SaaStr

NOVEMBER 19, 2019

So I went down the hall, met with the head of marketing, and I discovered a lot about in bound SaaS, about SMB, the importance of building this machine as I call it now that generates all these lovely leads. They all looked at me really weird because remember, I’d never done SMB before. Liberate some operating expenses.

Scale 169

Scale SMB VP of Engineering Leadership 169

SaaStr

JUNE 24, 2020

Where does Julie see many going wrong when investing heavily into thought leadership and content marketing? The final one before we move on to kind of the cross functional relationships is just kind of creating elements of thought leadership and content marketing. Harry Stebbings. Because you’re dead on, Harry.

Scale 280

Scale Content Marketing B2C Branding 280

ChurnZero

FEBRUARY 11, 2022

Whereas a SMB customer may be able to recognize value in half that time. Having a direct and open line of communication with customers allows you to act as their proxy when discussing related matters with leadership. Then you infuse that customer story throughout your messaging to leadership. Education breeds confidence.

Customer Success 98

Customer Success Systems Review Software Review Leadership 98

Unbounce

JUNE 16, 2020

especially for SMB SaaS startups. As a SaaS company, however, you’ll need to educate your reseller partners about how to create a new revenue stream that is supported by your app—the margin on reselling alone likely isn’t worth it for them. Leadership must understand the risk and upside involved in having others represent your brand.

Outsourcing Services 131

Outsourcing Services Sales Recruiting Scale SaaS 131

SaaStr

SEPTEMBER 4, 2020

And to support personal activism and anti-racism, we updated our 20-hour volunteer time off policy to include peaceful demonstration, self-education, and voting. Earlier this year, we redoubled our focus on our enterprise segment where we have a strong leadership position. And those are the outcomes that we’re looking for.

Scale 158

Scale Underperforming Technical Team Sales Hiring Branding 158

SaaStr

AUGUST 30, 2019

Whitney is also an advisor to companies funded by the YC Continuity Fund, focusing on enterprise strategy, go-to-market strategy, leadership and execution. What does truly successful exec leadership look like in Whitney’s mind? Pssst Loving our podcast content? Listen to the start of the episode for a promo code to our upcoming events!

Sales Hiring 132

Sales Hiring Scale Technical Advisors Underperforming Technical Team 132

Intercom, Inc.

FEBRUARY 5, 2019

When done correctly, your sales strategy will help your sales team execute with focus – SMB or enterprise, inbound or outbound, hunting or farming. “You can only automate and educate people so much before they want to talk to somebody” You can only automate and educate people so much before they want to talk to somebody.

Scale 177

Scale Strategy Sales Underperforming Technical Team 177

Sales Hacker

OCTOBER 7, 2021

Every industry needs sales so the education you receive working in this role can be immense. Bringing Sales & Leadership with Heart and Ladies Happy Hour to the sales community. I went through a VP of Sales Program with SaaSy Sales Leadership — the moment I realized I didn’t want to be a VP of Sales.

Scale 130

Scale Sales Recruiting Sales Hiring VP of Engineering 130

SaaStr

OCTOBER 29, 2019

This is a mobile solution for SMB’s to send an invoice and get paid. There’s a client of Simon Kutcher’s that caters to the SMB segment and they weren’t happy with their revenue growth. So, they dug in and saw that their plan had 27 features, 27 features, many of which weren’t valued by the SMB segment.

Payments 100

Payments Pricing Compensation SaaS Payments 100

SaaStr

JUNE 10, 2020

We certainly can’t do thought leadership round tables in person, and we can’t do the sporting events. And one of the things that we did that we’ve seen a lot of success with is thought leadership office hours. We thought, well, people are coming together in the community. And some, you won’t be able to reduce.

Travel 174

Travel Marketing Scale Outsourcing Services 174

Sales Hacker

JUNE 8, 2022

We met incredible attendees from companies like Twilio, Wells Fargo, Lattice, Education First, LinkedIn, Salesforce, Accenture, and Uber. So clearly the reality on the ground is changing for reps, but there are skill gaps that need to be addressed in management and leadership too. Data is still an afterthought.

Sales 91

Sales Technical Review Innovation Leadership 91

SaaStr

JULY 2, 2019

We had a lot of work to do on educating the market below that air cover. 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. We saw a really wide array of examples there.

Enterprise 146

Enterprise Scale Sales Hiring SMB 146

SaaStr

JULY 30, 2020

How does this differ between SMB and enterprise? Peter Kazanjy: Most of the literature is really for existing sales leadership or sales professionals, but not for people who have never sold before. It’s an 18,000 person pure education community. * What are the leading indicators that a sales rep is successful?

Part-Time VPE 193

Part-Time VPE Scale Sales Recruiting Sales Hiring 193

SaaStr

JUNE 16, 2020

Matt Garratt: And it’s not just going to be we think in things like work from home tools like Zoom or IT solutions like VPN, but it’s really going to transform how business is getting done, whether that’s online education and learning. It’s the SMB space. Right now, learning for companies is only at 10% online.

Sales Hiring 159

Sales Hiring Scale SaaS Payments Payment Services 159

SaaStr

AUGUST 15, 2020

Jay Snyder: So I guess I’d say it’s forcing us to both challenge our customers more than ever, and by extension us to be educated and in tune with the customer’s business, more than ever. We are still heavily oriented to SMB and to entrepreneurs. You say that Shopify is an SMB customer when I see 29%.

Payment Methods 189

Payment Methods Merchant Services Scale Payments 189