Totango

JUNE 28, 2022

Let’s look at three things CMOs should do during tumultuous economic times to support their current customer base and promote retention and expansion. . And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. Maximize Your Return on Investments. Be Proactive About Customer Health

Scale 73

Scale Headcount Systems Review Communication 73

SaaStr

MARCH 7, 2023

Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. Companies are giving price breaks this year to reduce churn and increase retention, with the caveat that it might go up next year. What are companies doing today to scale efficiently?

Outsourcing Services 164

Outsourcing Services Scaling Venture Capital Forecasting 164

SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. More than 50% of companies have negative net dollar retention metrics, so expanding because you’re under the assumption that it’ll be easy because others are successfully doing it can be a dangerous one and lead to a tricky organizational, economic structure.

Scale 209

Scale SMB Enterprise Sales Hiring 209

Sales Hacker

MARCH 1, 2024

This might look like: Community events Campaigns and activations Newsletters Podcasts Thought leadership and other blog content Establish your brand as a valuable, trusted resource that aligns with your product, and encourages your community to follow along by subscribing directly to your content channels.

VP of Engineering 71

VP of Engineering Scale SaaS AI Search 71

SaaStr

OCTOBER 11, 2023

By optimizing for NRR, gross retention, and net retention. For about four quarters, monday kept headcount flat and went from negative to epic cash flow. Companies that were more consumption-based weren’t affected, which leads Monday to consider a mixed model. But how did they conquer high NRR for SMBS? Are Sales Teams Too Lean?

Scale 164

Scale Sales Hiring Scaling Banking 164

CustomerSuccessBox

DECEMBER 3, 2021

You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. Customer Success Manager headcount and performance. Also, the CFO might be worried about the ‘increase in headcount’ investment. Having that conversation can be expected to be a tough one.

Customer Success 52

Customer Success Data Technical Review Headcount 52

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

SaaStr

OCTOBER 17, 2023

If you’ve raised venture capital, you know net revenue retention is important. Headcount maybe goes from 2 or 4 to 10. Customer success is all about outcomes. When we look at publicly traded companies, there is a direct correlation between NRR and Enterprise value. That’s the end state we’re going for. Everything!

Scale 164

Scale Sales Hiring Customer Success Scaling 164

Tom Tunguz

MAY 14, 2014

Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. Constrained by headcount budgets and burn requirements, startup leadership teams often must choose between hiring an additional sales person or investing in a customer success person, for example.

Customer Success 100

Customer Success Startup Headcount Compensation 100

CustomerSuccessBox

DECEMBER 14, 2021

Additional Read: Why is customer retention important. A mere 5% increase in retention leads to 25 to 95% increase in revenue. ” This is undoubtedly the best approach to drive retention. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire. Read : Customer Success KPIs.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Retention 52

Intercom, Inc.

MARCH 12, 2019

” 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. Early on, we hypothesized relationship managers would primarily use email to drive customer retention and expansion.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

ChurnZero

DECEMBER 28, 2021

Net Revenue Retention vs. Gross Revenue Retention: Explained. Have you ever wondered if you should be paying closer attention to your Net Revenue Retention (NRR) or Gross Revenue Retention (GRR) when analyzing churn? Retention Deficit: How to Keep Customers by Talking About More Than Your Product.

Sales Hiring 52

Sales Hiring Headcount Customer Success Outsourced Development 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

Intercom, Inc.

MAY 13, 2021

Since then, you’ve spent over 12 years in post-sales leadership. Also, skill-wise, I think one thing you really learn when you are in a sales leadership position in pre-sales is driving urgency. I’ve carried that into my post-sales leadership, where it’s always top of mind for me. Moving upmarket.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

ChurnZero

DECEMBER 18, 2020

Stay tuned: The full Customer Success Leadership Study report with more key findings and recommendations for Customer Success leaders will be available in the beginning of January 2021. Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Finish the feature.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Customer > Team > Individual During my time at HubSpot, the leadership team shared this mental model to help with decision-making. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines. Source: McKinsey 17. This is always wrong.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Sales Hacker

MAY 26, 2021

Leadership skills and sales ops knowledge are important for this role. A manager job posting usually includes these skills: Business acumen – understand what it takes to increase sales and customer retention. Partner with leadership to develop projects that really accelerate sales growth while improving processes.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

ChurnZero

OCTOBER 15, 2021

So, as we were planning our closing session for our recently held BIG RYG Leadership Summit, we thought what better way to wrap up our event than to answer the question of “Where is Customer Success headed?”. Net Revenue Retention (NRR) is an overnight sensation that’s been years in the making. Customer Success flexes its authority.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

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 236

Customer Success Sales Hiring Scale AI 236

SmartKarrot

AUGUST 25, 2022

Role: VP of Customer Success Location: Remote, United States Organization: Infogrid As a VP of Customer Success, you will ensure Infogrid’s customers achieve high rates of product adoption, realize significant value, thereby leading to high net dollar retention.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

ChurnZero

APRIL 5, 2019

This week , we hosted a RYG Leadership Hour in Atlanta. Our inaugural Atlanta Leadership Hour featured four discussion topics led by area Customer Success leaders. As long as you’re going a good job, retention is not as much of a concern with new er clients. However, retention is essential when it comes to older accounts.

Customer Success 40

Customer Success Compensation Scale Leadership 40

ProfitWell

DECEMBER 6, 2019

And in this article he explains why, and proposes a different approach to thinking about the optimal CSM headcount to help you build a more effective customer success organization. On a global scale, on average, product marketers with strong leadership support earn almost $13k more a year than those without. Here are a few teasers.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Sales Hacker

OCTOBER 22, 2019

If you missed episode 79 , check it out here: PODCAST 79: Transitioning to New opportunities – Healthy Approach to Leadership w/ Bryan Caplin. The Differences Between Sales & Sales Leadership [14:00]. Women in Sales & Sales Leadership [33:46]. Also, walk us through the progression into sales leadership.

Revenue 41

Revenue Scale Strategy Sales Hiring 41

ChurnZero

MAY 1, 2020

Only with thorough knowledge can you accurately make a summary,” advises Leadership & Success. To persuade your Chief Customer Officer, you’d want to address their top concerns such as optimizing the customer experience without adding internal headcount. Brevity starts with deep expertise. Create a sense of safety.

Business 53

Business Headcount Customer Success Leadership 53

Chart Mogul

AUGUST 15, 2019

MRR (scale and growth rates) Revenue quality: ARPU , LTV , Quick Ratio Cohort metrics : cohort sizes, cohort multiple — an indicator of growth Retention / churn metrics. Sales & Marketing spend: headcount and discretionary. Customer / revenue metrics. Below, you can see some of the customer/revenue metrics we capture.

Finance 85

Finance Payments Revenue Payment Solutions 85

Chart Mogul

AUGUST 15, 2019

MRR (scale and growth rates) Revenue quality: ARPU , LTV , Quick Ratio Cohort metrics : cohort sizes, cohort multiple — an indicator of growth Retention / churn metrics. Sales & Marketing spend: headcount and discretionary. Customer / revenue metrics. Below, you can see some of the customer/revenue metrics we capture.

Finance 52

Finance Payments Revenue Payment Solutions 52

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

SaaStr

MARCH 15, 2024

If you try to mine too aggressively from free until they’re paid and before you have that engagement, you will pay for it on the other side with quality and retention. Do you see massive disruption in workforces and marketing headcounts shrinking because of AI? “I’m PLG isn’t for everybody, but if you do it, free is a component.

AI Search 228

AI Search SaaS Advertising Sales Hiring 228

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? A: So, what I had said was, you should look at gross retention and net retention. Some companies we work with do say your base is your base and your bonus is tied to gross or net revenue retention.

Sales Hiring 40

Sales Hiring Scale Customer Success Retention 40

Intercom, Inc.

JUNE 3, 2021

” I think the “Sure thing boss, give me more headcount” is obvious. So, when people are asked, especially from a leadership team or an exec team, “Hey, we need to accelerate,” I think what they mean is accelerate business growth, which usually comes down to revenue. Paul: Yeah. We could charge X.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. 5/ 2022 Customer Success leadership study. Is your headcount staying flat next year?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Intercom, Inc.

OCTOBER 29, 2019

For example, our leadership team might decide to focus our company strategy on targeting the segments with the best revenue retention. Leadership: Create a shared language for product, engineering, and go-to-market to describe customers. Informing our approach to the market. Assessing progress on our strategy.

Business 184

Business B2C Scale Headcount 184

ChurnZero

DECEMBER 2, 2022

I recognize that for a lot of you, your customer base may not always understand that, and so that’s why it’s critically important for your leadership to be out there talking to your customers, discussing the “why,” and explaining how this is going to be a better service model for them. We want highly skilled CSMs in each segment.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

SaaStr

MARCH 17, 2020

Our net retention rate was over 130%, so we have this really great pool of customers that all we needed to do was kind of find them. It’s really important that sales leadership is aligned with that value of making sure that customer is the number one priority. We set goals for net retention and logo retention.

Scale 143

Scale Payment Services Sales Hiring Payment Methods 143

Intercom, Inc.

JULY 21, 2022

“The great thing about performance marketing is the ROI is really obvious, so you can justify increased spend and headcount based on the performance, and that’s what we’ve done” The first thing we did was build out a pretty robust performance marketing team. “Great leadership hinges on some sense of predictability.

Outsourcing Services 215

Outsourcing Services Sales Hiring CTO Hire Acquisition 215

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

Andreessen Horowitz

JANUARY 17, 2024

David Ulevitch: That’s in part because of technology and in part because of great detectives and leadership that are actually making this work. And so from a data retention, from a transparency, from an auditing [perspective], the chief has a tough job in Austin. But I want you to understand something about that.

Technical Review 75

Technical Review Technology AI Search Underperforming Technical Team 75