Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. Starting a new sales team is not unlike doing improv.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

SaaStr

OCTOBER 11, 2023

Now, they have monday Sales CRM, a complete organization within the company. Slowing hiring won’t help you over the long term, so measure for that from the beginning and make it a part of your company’s DNA. Some companies reduced hiring, and that’s the impact they and many other SaaS companies saw. They were wrong.

Scale 169

Scale Sales Hiring Scaling Banking 169

SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. The admin, influential decision-makers, and consumer sales reps can be the same people in a Consumer or SMB setting. The way you process technology, hire people, and operate day-to-day will need to be changed and thought about differently as you venture into this new space.

Scale 221

Scale SMB Enterprise Sales Hiring 221

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. The Q&A portion of the webinar covered topics including how to overcome budget objections, promote CS wins across the organization, secure budget at the same rate as sales, and much more. Now we have a name for this.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

SaaStr

DECEMBER 3, 2020

403: Sam Taylor is the VP of Sales and Success @ Loom, the startup that helps you get your message across by making it easy to record instantly shareable videos. As for Sam, prior to Loom, Sam spent over 4 years at Salesforce following their acquisition of Quip, a startup Salesforce acquired for $750M where Sam was also the 1st sales leader.

Scale 182

Scale Sales Hiring Sales Recruiting Sales 182

Sales Hacker

JULY 31, 2023

It’s easy to find thought leaders on LinkedIn giving tips on using LinkedIn Sales Navigator. But when one of my reps was struggling to book meetings in Q1 this year, I couldn’t find a comprehensive guide to LinkedIn Sales Navigator — so I decided to write it. If Sales Navigator is connected to your CRM: Choose ‘My CRM Accounts.’

Scale 52

Scale Sales Hiring Sales Headcount 52

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. But, to put it bluntly, they’re also the kinds of things most support managers don’t have the time or resources to really dig into on a day-to-day basis.

Scale 156

Scale Customer Support Scaling Headcount 156

SaaStr

AUGUST 13, 2021

At least break out who is handling all the key functions, and how and when you are hiring to fill them: Sales lead, Marketing lead, Product lead, Engineering lead. And call out clear metrics that you are counting on — ACV, # Customers Over Time, Cost of Sales & # of Reps, etc etc. Hiring churn doesn’t help.

Scale 286

Scale Sales Hiring Venture Capital Headcount 286

OPEXEngine

OCTOBER 4, 2022

During times of uncertainty, executive leadership teams make more conservative financial decisions in order to prepare for and/or prevent any major difficulties for the companies that they lead. Do you need to make tough decisions about team headcount? Slowing Hiring. The Questions to Ask During Uncertain Times. Acquisitions.

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

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. Specialization, fractional hiring and more: how will customer success teams change in 2024?

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

ChurnZero

JANUARY 25, 2024

Skillset 1: Sales acumen In 2024, driving revenue is a primary responsibility of CS. This means that sales acumen is no longer just a bonus for CS professionals—it’s a new baseline for many companies. Customer success manager roles The CSM role is becoming more strategic, with increased responsibility for driving revenue.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Your first SaaS customer success hire. Since then, you’ve spent over 12 years in post-sales leadership.

Scale 177

Scale Customer Success Strategy Sales Hiring 177

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. According to data from RingLead, sales reps spend as much as 15% of their time leaving voicemails. New sales reps aren’t going to close million-dollar sales on their first day.

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. At the time, I was a sales engineer, and my job was to close deals and move on to the next prospect. However, I found there were two flaws in our customer management process.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Sales Hacker

NOVEMBER 27, 2019

Sales leaders have a bad habit of dumping people into a new job without properly preparing them to succeed. When I landed my first “big girl job” 20 years ago as an Inside Sales Manager , I was underqualified, overambitious, and soon underwater. What’s So Important About Sales Onboarding? So tune in….

Sales Hiring 74

Sales Hiring Onboarding Sales Recruiting Outsourcing Services 74

Sales Hacker

MAY 26, 2021

There are many moving parts in a successful sales organization. If you know that you love strategizing to increase sales but don’t want to be an account executive, sales operations may be the right place for you. What is Sales Operations? Why do we need Sales Operations? Average sales cycle duration.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

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. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. Everybody in marketing and sales and probably even customer service uses the concept of a funnel.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

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

Tom Tunguz

MAY 14, 2014

By dramatically increasing CLV, CS teams can actually generate as much more or more revenue than sales teams over the life of a customer. Customer success teams must justify the investment of building a CS team, often at the expense of headcount in another team. Part and parcel of the education process is justification.

Customer Success 100

Customer Success Startup Headcount Compensation 100

Intercom, Inc.

MAY 25, 2022

In the midst of a harsh market sell-off, many tech organizations, even some which, up until a few months ago, had been raising new rounds or had runway to spare, have started to announce spending cuts, layoffs, hiring freezes, and slowdowns. Let’s assume the scenario is, as discussed, that hiring is slowing down.

Sales Hiring 138

Sales Hiring Scale Interviewing Headcount 138

The Angel VC

DECEMBER 12, 2018

It’s an important question, as your target growth rate determines your hiring plan, budget, and fundraising strategy. As I wrote here , trying to forecast what happens to your CACs if you 10x your sales and marketing spend is very difficult. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 106

Sales Recruiting SaaS Payments Sales Hiring Scale 106

ChurnZero

DECEMBER 28, 2021

Talk with any Customer Success leader or hiring manager today, and they’ll tell you that the demand for experienced Customer Success professionals is off the charts. Because as we know, hiring the wrong candidate, particularly for customer-facing roles, can negatively affect your company’s customer relationships and renewal rates.

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. According to data from RingLead, sales reps spend as much as 15% of their time leaving voicemails. New sales reps aren’t going to close million-dollar sales on their first day.

Sales Hiring 52

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 52

Sales Hacker

OCTOBER 28, 2019

This week on the Sales Hacker podcast, we speak with Amyra Rand , VP of Sales & Strategic Partnerships at Criteria Corp. Amyra is also a member of the Revenue Collective & the Chapter VP at the American Association of Inside Sales Professionals; she is an MBA from Pepperdine. Subscribe to the Sales Hacker Podcast.

VP of Engineering 40

VP of Engineering Sales Hiring Sales Recruiting Scale 40

Tom Tunguz

DECEMBER 13, 2012

Annual reviews are the best time to evaluate compensation, reward the top performers and begin to manage under-performers out of the organization. I’m a avid proponent of the OKR (objective and key result) model where the company leadership sets three measurable, quantitative goals for the year. OKR setting.

Startup 100

Startup Sales Hiring Headcount Compensation 100

SmartKarrot

AUGUST 25, 2022

Grow and manage a team with impact in mind, seeking to maximize ROI and value for customers. Collaborate with peers and Infogrid leadership to define the operating model for Customer Success Managers within the broader account teams. Provide coaching and training to empower the continued career development of your team.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

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 255

Customer Success Sales Hiring Scale AI 255

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 Hacker

OCTOBER 22, 2019

This week on the Sales Hacker podcast, we speak with Catie Ivey , Regional Vice President of Mid-Market Sales at Demandbase. Catie has experience both in sales and marketing roles at Meltwater News, Salesforce, Marketo, and other big-name logos. Subscribe to the Sales Hacker Podcast. How Catie Got Into Sales [11:20].

Revenue 41

Revenue Scale Strategy Sales Hiring 41

SaaStr

OCTOBER 4, 2023

App Layoffs Were Brutal, And Hiring Is Slowly Resuming If you haven’t worked in Fortune 500 or tech companies, you’ve never seen this. The reality is there was an explosion in sales and marketing and other categories in 2021 when the goal was to grow, grow, grow. They’re a public pure-play leader in sales and marketing.

Sales Hiring 257

Sales Hiring SaaS Headcount Compensation 257

ProfitWell

DECEMBER 6, 2019

That’s what David Apple—customer success and sales guru at Notion— is asking. Along with: What’s the ROI of your customer success manager? How many CSMs should you hire? On a global scale, on average, product marketers with strong leadership support earn almost $13k more a year than those without. What is their ROI?

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

Point Nine Land

DECEMBER 12, 2018

It’s an important question, as your target growth rate determines your hiring plan, budget, and fundraising strategy. As I wrote here , trying to forecast what happens to your CACs if you 10x your sales and marketing spend is very difficult. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

Chart Mogul

AUGUST 15, 2019

Of course, if you have a ChartMogul account tracking your metrics and cohorts, that will help accelerate our decisioning as well. Sales & Marketing Metrics. CAC recovery period LTV/CAC Funnel/pipeline metrics (conversions and sales cycles) ACVs/ARPU. Labor spend: how are you managing your labor and how efficient is it?

Finance 85

Finance Payments Revenue Payment Solutions 85

SaaStr

MARCH 6, 2023

B2B founders and sales agents feel pressured to keep up with the rapidly evolving market. SaaS companies must implement flexible and innovative sales strategies that can weather the future. The state of B2B sales in 2023 Before creating a dynamic strategy, it is essential to understand the current state of B2B sales.

Innovation 236

Innovation Sales Hiring B2B Strategy 236

Intercom, Inc.

JANUARY 16, 2019

Growing a sales team isn’t as simple as putting a bunch of A players in a room and getting them to start selling your product. If you want to build a revenue engine that will fuel long-term growth, you need to build and scale your sales org with intention. and many more to talk about how they’ve built sales teams from the ground up.

Scale 156

Scale Sales Hiring Underperforming Technical Team Scaling 156

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? Have you ever been in a position where you’ve had to beg to hire more resources? We’re behind on our sales projections. How to Build a Customer Success Budget for Headcount.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98