Intercom, Inc.

OCTOBER 26, 2021

Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. We’ve defined what must stay the same as we onboard more salespeople. Your non-negotiables are your core values and ways of working.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

ChurnZero

JANUARY 4, 2024

On the other hand, economic headwinds continue to constrain CS budgets and headcounts. “2024 will continue to see the chief customer officer move into the leadership phase,” predicts ChurnZero CEO and co-founder You Mon Tsang. Browse these insightful guides on customer success leadership, strategy and best practices.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

Chart Mogul

MAY 7, 2020

Onboarding a new member of your sales team is challenging on its own, but especially so when they have to call prospects out of the blue. If your new hire represents added headcount to your sales team, you may need to reconfigure your sales territories or lead assignment protocols. Nobody likes cold calling.

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

Valuize Consulting

MAY 4, 2022

While the benefits of a Scale strategy may be immediately clear to your CS organization, it’s another matter entirely to convey the importance and urgency of this strategy to Senior Leadership and obtain their enthusiastic support. Identify Your North Star Metric. Evaluate Your Current Coverage Model. Complete A CSM Attribution Analysis.

Scale 52

Scale Customer Success Scaling Strategy 52

CustomerSuccessBox

DECEMBER 14, 2021

Onboarding is no longer enough to make the relationship work. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. A responsible leadership should acknowledge the ability of CS to drive revenue and business value. This is undoubtedly the best approach to drive retention.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

BetterCloud

OCTOBER 14, 2020

Tell me a little bit about yourself, your leadership journey, and how you got into your current role. In terms of leadership, I’ve learned a lot from all the bad managers I’ve ever had. That includes things like headcount, improving our tools, and rethinking how we handle unique situations.

Headcount 98

Headcount Systems Review Leadership Innovation 98

OpenView Labs

MAY 20, 2021

The same was true when I ran the People function at a software development consultancy that doubled its headcount to ~100 while reducing attrition from 40% to 5% voluntary in 18 months. And once developed, it should occupy, along with Values, a marked amount of time in onboarding/re-boarding processes. The power of differences.

Scale 84

Scale Underperforming Technical Team Headcount Software Review 84

Intercom, Inc.

MARCH 12, 2019

If you’ve decided to hire employees, onboard and support them and change your customer coverage model, the answer needs to be a resounding “yes.”. ” In our case, a resounding “yes” required seeing a positive impact on customer expansion and one big enough to justify the fully-loaded cost for the additional headcount.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

The Angel VC

DECEMBER 12, 2018

Maria probably required at least three months of onboarding and training, and chances are that three months before Maria’s first day at your company you paid a recruiter (or incurred other types of recruiting expenses) to find her. If you’re setting yourself up for hypergrowth, the margin for error is very thin.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

Sales Hacker

MARCH 12, 2020

Is it a lack of leadership? It’s relatively easy to offer specialized training during the onboarding process as well as regular career development opportunities. RELATED: 5 Ways to Keep Your Sales Machine Efficient While Scaling Headcount. Examine what factors are causing open territories in the first place.

Sales Hiring 76

Sales Hiring Sales Recruiting Compensation Underperforming Technical Team 76

Sales Hacker

MAY 26, 2021

These responsibilities include sales onboarding for new hires, ensuring that sales has customer-facing resources to fill the sales funnel, and providing training to reps on new company initiatives and product launches. Leadership skills and sales ops knowledge are important for this role. Sales Operations Manager.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

SaaStr

FEBRUARY 14, 2024

You Mon Tsang, CEO and co-founder of ChurnZero, Colleen O’Sullivan, VP of Integrated Customer Experience at Hubspot, and Jason Lemkin, SaaStr founder and CEO, give their take on where the customer success industry is headed and shares data from the Customer Success Leadership Study done by ChurnZero at the close of 2023.

Customer Success 215

Customer Success Sales Hiring Scale AI 215

ChurnZero

DECEMBER 28, 2021

How do I structure a budget for headcount?”. In this article, Kristen Hayer , Founder and CEO of The Success League , shares the Customer Success budgeting strategies and models needed to build a compelling financial case and have more fruitful conversations with your Finance team about headcount.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 52

Chart Mogul

MAY 7, 2020

Onboarding a new member of your sales team is challenging on its own, but especially so when they have to call prospects out of the blue. If your new hire represents added headcount to your sales team, you may need to reconfigure your sales territories or lead assignment protocols. Nobody likes cold calling.

Sales Hiring 52

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 52

Intercom, Inc.

JULY 11, 2019

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. So often, when we think about investing in a support team, sometimes the conversation becomes about getting the headcount higher, higher, higher. Michael: For sure. This debate is not actually a new one, right?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

DECEMBER 3, 2020

Sam Taylor: On my first leadership role, I was the first enterprise sales rep, a manager of mid-market team. And so I was their first sales leadership hire. I had an opportunity to be one of their first five sales reps. The company grew from 60 to 1500 people over a three and a half year period. And it was just a step function change.

Scale 167

Scale Sales Hiring Sales Recruiting Sales 167

SmartKarrot

AUGUST 25, 2022

Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Accurately forecast effort for capacity planning and develop an accurate capacity model to ensure proper headcount throughout the year.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

Point Nine Land

DECEMBER 12, 2018

Maria probably required at least three months of onboarding and training, and chances are that three months before Maria’s first day at your company you paid a recruiter (or incurred other types of recruiting expenses) to find her. If you’re setting yourself up for hypergrowth, the margin for error is very thin.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Onboarding.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

Sales Hacker

OCTOBER 28, 2019

We discuss how employee testing can improve retention, accelerate onboarding, and ensure qualified candidates reach the top of the applicant pool. Sam Jacobs: And how big is the organization from a headcount perspective? And I don’t think people necessarily view vulnerability as a leadership trait. Sam’s Corner.

VP of Engineering 40

VP of Engineering Sales Hiring Sales Recruiting Scale 40

ChurnZero

AUGUST 23, 2019

Q: If there is no headcount for a new CS ops person, what’s the best way to incorporate the function until you can get budget? I believe a Director of Customer Success is the leadership team member that ultimately owns the revenue number, or they own paving the way for the revenue number and I’m not talking about bookings.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. And if you’re at HR, how do you optimize onboarding? We certainly can’t do thought leadership round tables in person, and we can’t do the sporting events.

Travel 171

Travel Marketing Scale Outsourcing Services 171

SaaStr

OCTOBER 30, 2019

As companies become product led, their product becomes the vehicle for every stage of the customer experience — from trial and purchase all the way through onboarding, expansion, and referrals — and product ops is key to the optimization of that experience.

Headcount 100

Headcount Interviewing Leadership Content Marketing 100

Intercom, Inc.

JANUARY 16, 2019

An efficient and profitable sales org is the product of many strategic decisions – who you’ll hire, what you’ll pay them, how you’ll onboard and train them, and much more. Design an onboarding process that will make sales reps stay. Excerpt from “ Creating a scalable sales compensation plan.”. Align compensation to how your buyer buys.

Scale 156

Scale Sales Hiring Underperforming Technical Team Scaling 156

SaaSX

JULY 26, 2020

Reports into: Sales leadership or sales operations. Reports into: Operations leadership (COO, Director of operations, CEO, etc). Initially, this role should be a swiss-army knife handling everything from CRM management to creating your sales playbook to rep training & onboarding and anything in between. Contract manager.

Sales Recruiting 64

Sales Recruiting Technical Review Scale Startup 64

Intercom, Inc.

JULY 12, 2018

As VP of Corporate Strategy at Twitter, Elad Gil was a key player as company headcount skyrocketed from 90 to 1,500 employees. This wasn’t Elad’s first experience with hyper growth – Google grew headcount 10x during his time as a product manager there – nor the last. First is in the onboarding.

Sales Hiring 120

Sales Hiring Scale Sales Recruiting Technical Advisors 120

Intercom, Inc.

APRIL 25, 2019

New employees are onboarding at an astonishing pace, and leadership is developing fresh policies to deal with new issues as they arise, addressing everything from expense reports to employee benefits. When I started, Pipedrive had a big growth plan as far as headcount, but they were a little bit looser on processes and cadences.

Scale 136

Scale Sales Hiring Sales Recruiting Scaling 136

OpenView Labs

SEPTEMBER 3, 2020

Amazon, for instance, has 14 leadership principles , but the company has revisited and revised them multiple times over the years to ensure they’re still relevant. This revs up their engine while also reducing the amount of onboarding time by inviting them to participate in your culture ahead of their formal start date.”.

Scale 98

Scale Scaling Underperforming Technical Team Company Culture 98

Intercom, Inc.

JULY 25, 2018

There's a certain headcount above which the blogposts on "no managers", "flat structure", "no hierarchy" and the like seem to just… stop. Forgetting about new hire onboarding. Invest in your employee onboarding earlier than you think. — Des Traynor (@destraynor) November 21, 2015.

Scaling 152

Scaling Startup Headcount Engineering 152

BetterCloud

APRIL 22, 2020

What are your rules around onboarding/offboarding, file sharing, lost devices , compliance , etc.? Often, this means talking to other teams like security, legal, HR, and executive leadership to get their input and requirements. Would it save you headcount? They’ll do the work and automation for onboarding.

compliance 52

compliance Technical Review Headcount Onboarding 52

ChurnZero

NOVEMBER 8, 2019

This provides a challenge when working to automate processes like onboarding and renewal workflows. . In fact, they allow your team to manage more accounts without the need to increase headcount. . Automating these processes provide a key advantage for increasing efficiency.

Customer Success 63

Customer Success Scale Headcount Scaling 63

SaaStr

JUNE 16, 2020

Adnan Chaudhry: We’re doing sales leadership, all hands calls with customer service and support and sales every single week. inaudible 00:32:31] Some cuts, in this case, the company with 50 AEs, you drop 20 headcount, and then you’re 30. That was something that was typically at that level done quarterly.

Sales Hiring 156

Sales Hiring Scale SaaS Payments Payment Services 156

Intercom, Inc.

FEBRUARY 10, 2022

Reduced headcount, longer working hours, and a spike in queries have led to burnout. They go big on human support to meet demand, and they end up having to backtrack and cut headcount as costs skyrocket. Are there any other options companies can look at instead of reducing headcount? Support teams seem to be suffering here.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Point Nine Land

APRIL 21, 2021

This is an exercise that should be done with input/feedback of the leadership team. You just revamped the onboarding experience. An organizational task. Start by figuring out the strategies that will bring you effective, efficient and long term growth. This is not even how you should think about this yourself.

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52