Intercom, Inc.

MAY 13, 2021

We recently sat down with Linda to chat about how customer success matures as you move upmarket and which strategies can help you to better serve your customers going forward. You’re a big part of their tech stack, you’re a big part of their investment strategy, you’re a big part of their spend. What do I love?'”

Scale 177

Scale Customer Success Strategy Sales Hiring 177

BetterCloud

APRIL 25, 2024

Common SaaS budgeting mistakes to avoid Your SaaS budgeting strategy will look different depending on the size of your company. While not every strategy works for every business, there is a wrong way to budget for SaaS. Allocations can be manual or automatic, depending on the headcount of users.

Technical Review 52

Technical Review Strategy Marketplace as a Service SaaS 52

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. At that point, you’ll probably have customers who are on legacy programs that may not be part of your go-forward strategy, and customers who are a good fit.

Customer Success 97

Customer Success Headcount Finance Leadership 97

Kellblog

MAY 26, 2024

All strategy is a function of situation. Remember that classic Silicon Valley strategy books were written in a different time and had some implicit assumptions built into them. Market your leadership. But those are two different worlds that require two different strategies and often attract two different types of employees.

Software Review 108

Software Review Systems Review Sales Hiring Headcount 108

SaaStr

FEBRUARY 1, 2024

1 Thing That Changes in Marketing As You Scale: The Product Maturity Curve Determines Marketing Strategy Your marketing strategy should be extremely tightly aligned to the product maturity curve. The takeaway: determine your marketing strategy and tactics based on where you are in product maturity curve. #2

Scale 188

Scale Scaling Sales Hiring Marketing 188

Valuize Consulting

MAY 4, 2022

Rally Your Organization Around A Strong CS Scale Strategy. In the vast majority of B2B technology enterprises today, a Customer Success (CS) strategy is firmly in place. However, this strategy often begins and remains as a program that is focused on the minority high ARR customers. Identify Your North Star Metric.

Scale 52

Scale Customer Success Scaling Strategy 52

SaaStr

MARCH 15, 2024

In their most recent earnings call, they made a change in strategy to lean more into product-led. One of the strategy changes is to say, “Hey if we turn up the innovation and actual product quality, can we ultimately get around having to spend all this money on advertising?” And how do you think about CAC for those free-ish people?

AI Search 218

AI Search SaaS Advertising Sales Hiring 218

SaaStr

OCTOBER 4, 2023

They grew headcount fairly aggressively from ‘21 to ‘22, and then Q4 of last year dipped and held flat before starting to regrow. Monday will probably add 25% headcount this year. With Monday, which happened with so many leaders, they hit headwinds, and NRR went from epic to pretty good. Salesforce is back to hiring.

Sales Hiring 229

Sales Hiring SaaS Headcount Compensation 229

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”. Starting to build out a support operations function doesn’t necessarily mean adding headcount straight away. Baby steps, for sure.”.

Scale 156

Scale Customer Support Scaling Headcount 156

Sales Hacker

DECEMBER 9, 2022

Related: RevOps as Change Management Leaders: a 7-Part Strategy. Approaches vary from top-down (leadership pushes goals all the way to sellers) and bottom-up (sellers and managers determine realistic goals and commitments and roll them up). Connect your entire go-to-market strategy. Keep targets simple.

Scale 99

Scale Headcount Sales Forecasting 99

Buffer Resources

APRIL 22, 2024

Unlike traditional startup founders who seek to grow headcount and scale a product, solopreneurs often are the product. Don’t force it : Creating content via mediums you truly don’t enjoy is not a sustainable strategy! This strategy has generated tens of thousands of post views for myself and my clients.

Social Media 108

Social Media Scale Growth Hacking Headcount 108

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. Disclaimer: This strategy won’t work for every company.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Intercom, Inc.

JUNE 1, 2021

In a commissioned study by Forrester Consulting on behalf of Intercom undertaken in April 2021, Drive Conversational Experiences for a Future-Ready Customer Support Strategy , we learned that only 37% of support leaders and decision-makers are satisfied with their organization’s current digital channels and solutions. Sound familiar?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. It’s very transparent, very collaborative, and filled with really smart, amazing people.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

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. Discovery Call.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. At that point, you’ll probably have customers who are on legacy programs that may not be part of your go-forward strategy, and customers who are a good fit.

Customer Success 59

Customer Success Headcount Finance Leadership 59

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

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. Selling leadership on the concept of Customer Success. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

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. Is Your GTM Strategy Poking Holes In The Ship GTM strategy has been one of the biggest areas of inefficiency over the last two years. years of runway and are below the Rule of 40.

Outsourcing Services 159

Outsourcing Services Scaling Venture Capital Forecasting 159

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. This is something that I’m doing with fractional headcount allocation. The pilot programs aren’t meant to be these big bells and whistles, not even after you launch an official full-time headcount on something.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

ChurnZero

DECEMBER 2, 2022

If (nearly) missed targets are becoming the norm, it might be time for you to dust off and revamp your customer segmentation strategy. Alli: Customer employee headcount aligned well for us with contract value and customer revenue. Does your Customer Success team have the right structure, workload, and engagement model to hit its goals?

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

Sales Hacker

MARCH 1, 2024

Leveraging owned media for your GTM strategy Owned media can fuel your go-to-market strategy in the early stages of building a company and beyond. Of course, SaaS products can be a harder sell than Rihanna’s Fenty Beauty, but the same strategy applies: build value for your network before selling to them.

VP of Engineering 72

VP of Engineering Scale SaaS AI Search 72

SaaStr

JANUARY 21, 2022

Build the baseline by checking leadership assumptions. Beware of strategies that rhyme—land doesn’t automatically expand. Overhaul and invest in your people strategy. But as you expand and start productizing everything in your journey, it’s easy to get under the assumption that more headcount equals better performance.

Scale 202

Scale SMB Enterprise Sales Hiring 202

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? But it’s the closest thing to an operating plan for the current leadership vision.

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

Andreessen Horowitz

FEBRUARY 13, 2024

The biotech industry is built on one of the cleanest go-to-market strategies in existence: if you make a safe drug that really works, patients are likely to receive it and payors are likely to pay for it. One of the most common questions we get from early stage founders is “what should I put in my data room?”

Development Team Review 123

Development Team Review Technical Review Finance Systems Review 123

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 adopted a strategy of consultative, value-based selling – one that is transparent and informative and meets buyers where they are in the purchasing process. Start with your non-negotiables.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

Totango

JUNE 28, 2022

And in order to maximize your ROI, you should be focusing on retention and customer satisfaction strategies. With this SuccessBLOC, you are able to easily identify customers who may be at risk due to issues like low product adoption, poor financial standing or leadership changes. Be Proactive About Customer Health .

Scale 74

Scale Headcount Systems Review Communication 74

ChurnZero

JANUARY 4, 2024

New technologies, best practices, and strategies, combined with an industry-wide drive for sustainable, profitable growth, have made CS teams the revenue-building stars of every SaaS organization. On the other hand, economic headwinds continue to constrain CS budgets and headcounts. It’s an exciting time to be in customer success.

Customer Success 52

Customer Success Trends Sales Hiring Artificial Intelligence 52

BetterCloud

JUNE 22, 2023

For example, during the roaring 2021/2022 IT investment boom, IT has more latitude to invest without the strong involvement of finance leadership. According to early 2023 CFO magazine research , 84% said they expect to be more involved in developing technology strategy than they were in 2022. Especially financial leadership.

Business 52

Business Operational efficiency. Finance Technical Review 52

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]. Aligning Revenue Strategy [24:02]. Women in Sales & Sales Leadership [33:46]. What You’ll Learn.

Revenue 41

Revenue Scale Strategy Sales Hiring 41

ChurnZero

JANUARY 25, 2024

We don’t see that changing in 2024, even as headcount starts to normalize. Customer operations roles According to the 2023 Customer Success Leadership Study, 61% of CS teams now have a dedicated CS operations role. How are customer success leadership roles and skillsets evolving in 2024?

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Scale 52

SaaStr

OCTOBER 30, 2019

For a cross-functional role like product ops, it’s not only about convincing leadership for headcount and resources. It’s also crucial to express the value to stakeholders across the organization with whom product ops will partner closely. Show (don’t just tell) the value.

Headcount 100

Headcount Interviewing Leadership Content Marketing 100

SaaSX

JULY 26, 2020

Reports into: Sales leadership or sales operations. Reports into: Operations leadership (COO, Director of operations, CEO, etc). A sales operations manager makes your sales team more effective, so you get more done with fewer headcount. Reports into: Sales leadership. Reports into: Marketing leadership.

Sales Recruiting 64

Sales Recruiting Technical Review Scale Startup 64

Kellblog

NOVEMBER 2, 2021

Nathan Latka is remarkably effective at getting spokespeople to spill revenue information) and I’d make a separate sheet that uses headcount from LinkedIn as a proxy for ARR, using the method in this great post by SaaStr’s Jason Lemkin. Startup markets are not won by the timid.

Benchmarks 119

Benchmarks Scale Headcount Startup 119

Intercom, Inc.

JUNE 3, 2021

And so, now’s the time to start thinking about accelerating our business strategies and grabbing the opportunities it brings. Now that the worst seems to be over, what exactly should your strategy look like? But if the strategy was good to begin with, keep at it. How can we accelerate our current strategy? Paul: Yeah.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Chart Mogul

MAY 7, 2020

If your new hire represents added headcount to your sales team, you may need to reconfigure your sales territories or lead assignment protocols. In this case, a mentor from marketing, leadership, or product may be more appropriate. Adding their name to your CRM or marketing automation program’s round-robin lead assignment mechanism.

Sales Hiring 121

Sales Hiring Underperforming Technical Team Marketplace as a Service Headcount 121

Sales Hacker

MAY 26, 2021

They want to increase revenue through effective sales strategies. If you want to develop your sales operations skills to create new and impactful strategies, this is the team for you. Leadership skills and sales ops knowledge are important for this role. A career in sales, sales ops, or sales enablement?

Scale 60

Scale Sales Hiring Sales Outsourced Development 60