SaaStr

JANUARY 24, 2024

Mark Roberge , SaaStr fan-favorite and Co-Founder and Managing Director of Stage 2 Capital brought together some of the top CROs in SaaS during the SaaStr Annual to share some of their greatest learnings and pivotal moments leading some of the Cloud 100 SaaS companies. The bad news is it wasn’t driving the results they wanted.

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Scytale

MARCH 19, 2024

In this blog, we’ll walk through best practices for getting audit-ready, from getting your documentation together to prepping your team. PCI DSS: A PCI DSS audit validates compliance with payment card data security standards and is required for any company that processes credit card payments.

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Intercom, Inc.

JULY 29, 2021

And so, Mark Rudden and his team had to figure it all out by themselves. Fortunately, Mark had quite a bit of experience working and scaling teams in demanding, hypergrowth environments. SaaS businesses are obsessed with renewing customers, so why wouldn’t they put the same effort into their employees? Putting people first.

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Sales Hiring Scale Sales Recruiting Underperforming Technical Team 223

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? The webinar’s Q&A session covered popular onboarding questions in SaaS like how long it should take a customer to reach first value, what should you do when a customer disengages, and how to hold customers accountable at scale. I recommend you interview customers.

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Natalia Luneva

JANUARY 13, 2021

Existing customer renewal is a high priority for 59% of SaaS companies and a medium priority for 27%. However, the subscription business model can’t survive if you keep on acquiring new custo mers but the old ones keep on walking away. How to calculate this metric and what’s the average SaaS churn rate?

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SaaS Payments Payment Methods Churn Payment Services 105

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. We’ll cover these below, along with five best practices to follow when bringing a new customer success manager aboard your team. What Is a Customer Success Manager (CSM)?

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Sales Hiring Customer Success Sales Recruiting Technical Review 91

SaaStr

NOVEMBER 26, 2019

Hear from Duo Security’s VP of Inside Sales America on how to build a $2.3B sales team. Jennifer Lawrence | VP, Inside Sales @ Duo Security. I would argue it was one of the first SaaS companies of its time, but back then we called it an ASP, an application service provider. Want to see more content like this?

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Sales Enablement, SaaS and Growth

MARCH 23, 2020

Companies which don’t use mental models risk unleashing mayhem with poor choices or becoming bloated and bureaucratic by reducing the volume and speed at which decisions are made - both scenarios are undesirable and will impact growth. OKRs are a useful mental model - they make it crystal clear what people and teams should be striving for.

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Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

User Pilot

NOVEMBER 23, 2023

TL;DR Regular roadmaps kill outcomes by forcing teams to think in the categories of features and timelines. It’s difficult to implement outcome-based roadmaps because stakeholders don’t trust product teams to deliver on business goals. Many companies lack differentiation strategies and drive product development by copying competitors.

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Scale Underperforming Technical Team Sales Recruiting Software Review 105

User Pilot

AUGUST 14, 2023

Analyzing user sentiment is an essential step for all product developers and marketers to take. Whenever survey respondents fail to answer honestly, the most likely outcome is that you'll need to repeat the online survey in order to collect more accurate feedback the next time around — costing you more time, money, and team resources.

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Underperforming Technical Team Scale Technical Review Systems Review 93

FastSpring

MARCH 27, 2023

Ryan Austin had VP-level experience in training when he decided to start a consulting business to help enterprise-level companies with their corporate learning and development initiatives. Ryan and his team noticed so many inefficiencies across the L&D workflows. “It There are now over 150 enterprise companies using the platform.

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Payment Solutions Payment Services SaaS Payments VP of Engineering 136

FastSpring

DECEMBER 8, 2022

I interviewed him for insights into how to build a global growth strategy, especially when it comes to localization. Highlights from Our Conversation Where Should SaaS Companies Localize [2 min clip] David walked through a step-by-step process to assess where SaaS and software companies should consider localizing.

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Payment Methods Payment Solutions SaaS Payments Software Review 78

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. First, what is continuous customer development? Below, we’ve shared the full transcript of Harry’s interview with Krish Subramanian.

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Scale SaaS Payments Sales Recruiting Payment Services 127

FastSpring

APRIL 4, 2024

As an experienced sales and GTM leader, John Eitel has more than witnessed how product-led growth (PLG) has affected the tech and SaaS space in the last few years — he and his teams have been up close and personal with how PLG increased in popularity as a sales strategy. “I But really excited about this interview. Jump to video.

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Scale Sales Payment Methods Merchant Services 157

Chargify

OCTOBER 4, 2017

Managing offers, reliable billing, and subscription lifecycle management is complex, creating an iceberg effect for companies that decide to tackle it on their own. It allows us to upgrade, downgrade, or cancel a client’s subscription easily. Below, we’ll shed some light on the great buy vs. build debate. costs money and 2.

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Merchant Services Subscription Payment Features SaaS Payments 51

Baremetrics

OCTOBER 9, 2021

It’s a simple reality that a proportion of customers who sign up to your SaaS should never have done so in the first place. In other words, if you fixed the specific issue(s) that made customers in that bracket leave, would their collective LTV justify the additional costs in development and overhead?

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Kellblog

MARCH 11, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by following set of beliefs. If the StartFast doesn’t work, it’s not a big deal because the Customer Success team’s mission is to offer free clean-up after failed implementations. Let’s start with a story.

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SmartKarrot

AUGUST 11, 2021

The same is true for companies who are dealing in SaaS products. The lifeblood of the SaaS business is its customers. You need to put in countless hours of research and development, relentless marketing campaigns, and tireless sales effort to earn a paying customer. And nearly 60% switch companies based on poor customer service.

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SaaS Payments Churn Underperforming Technical Team Payment Methods 19

User Pilot

APRIL 8, 2021

Here’s a sobering truth: if you run a SaaS company and don’t use customer analytics software , you probably won’t be in business very long. Through analyzing customer data, SaaS companies can create better product experiences for their users. We live in an era of big data. Well, if so, you’re certainly in a minority!

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Payment Solutions Software Review SaaS Payments Software 52

CustomerSuccessBox

JULY 11, 2022

This trip begins for the majority of SaaS products when a user clicks a “cancel subscription” button of some sort. Such as the conclusion of a project, a poor match, or a firm changing course are considered non-regrettable churn. Exit Interview or phone call: Calling clients could add a more personal touch.

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Intercom, Inc.

SEPTEMBER 22, 2022

But the fact is that a large portion of the employees – developers, marketers, product managers (whose work depends on an intimate understanding of the customer) – rarely, if ever, interact with them. Michele Hansen is the co-founder of Geocodio , a SaaS business that provides geocoding and data matching for addresses.

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Interviewing Underperforming Technical Team Sales Recruiting Software Review 138

ProfitWell

FEBRUARY 11, 2020

Your top subscription news. We also have an episode of our series Protect the Hustle , during which Patrick interviews former Netflix culture pro Patty McCord, which preaches just the same. In it, Dan interviews Claire Lew , the CEO of Know Your Team , the software that essentially saves managers from becoming bad bosses.

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Sales Recruiting Underperforming Technical Team Interviewing Scale 40

Sales Hacker

FEBRUARY 19, 2020

SaaS companies, who often have complex sales cycles coupled with small but agile sales teams, can especially benefit from lead scoring, since it allows small teams to punch well above their weight class. Why Is Lead Scoring Important For SaaS Companies? What Information Do You Need To Score SaaS Leads? Behavioral.

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Sales Underperforming Technical Team Systems Review Headcount 100

Intercom, Inc.

JANUARY 5, 2022

In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-party services that can help expedite and facilitate the process. Security on auto-pilot.

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Scale Software Review compliance Technical Review 211

SaaStr

NOVEMBER 16, 2020

In Today’s Episode We Discuss: * How did Andy make his way into the world of SaaS? Why does Andy think the seat-based pricing model in SaaS will die? What does it take to scale a sales team successfully? How can one determine a closer in the interview process? What are the downsides of it? Harry Stebbings. Andy MacMillan.

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Sales Hiring Scale Leadership Technical Review 195

Hull

FEBRUARY 7, 2021

In the SaaS world, in particular, using product data to drive growth will prove critical to success in 2021. The benefits of using product data in SaaS marketing far outweigh the challenges, and you can even eliminate many of those challenges with the right setup. How many different people from the same team have created accounts?

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ProfitWell

NOVEMBER 12, 2019

Your core is a lot like pricing in SaaS companies. Building a strong pricing strategy starts with hiring a professional team to conduct a pricing audit. A pricing audit assesses your subscription business’ pricing process to ensure consistency across similar accounts, maximize profitability, and benchmark against other companies.

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Payments Pricing Underperforming Technical Team SaaS Payments 45

OPEXEngine

DECEMBER 23, 2020

Some SaaS startups develop a form of zero-sum delusion early in their evolution, characterized by the following set of beliefs. Zero-sum delusion is a serious issue for an early-stage SaaS business. Believing that: A customer has a fixed budget that is 100% fungible between ARR (annual revenue revenue) and services.

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Outseta

SEPTEMBER 11, 2017

Before we get into the interview, a bit of background - I have hired Soren’s team at Working Planet multiple times. Soren: This was 2003, and I was working as Head of Business Development for a web engineering company in Boston. The company is focused on “putting the math behind advertising for data-driven, profitable results.”

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Interviewing SaaS Payments Payments Technical Advisors 40

Upscope

JANUARY 10, 2019

SaaS metrics like LTV to CAC ratios are simpler to understand when you see real examples and why they're important. Companies developing their idea and in the early stages of generating revenue will see these metrics bounce around like an oompa loompa. Seen on an annual basis, a 10% customer churn is bad. 50 is 10% of 500.

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FastSpring

APRIL 13, 2023

When Justin and his initial team started looking for a way to capitalize on VR/AR technology, they focused their attention on the “made-to-order” industrial market. Jera Brown interviewed Dopple founder and CEO Justin on how he launched Dopple and found success by pivoting to a new market. But Dopple’s team took the opposite approach.

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Payment Methods Marketing Payments SaaS Payments 147

SaaStr

MARCH 20, 2020

Before Slack, Rachel spent 4 years at LinkedIn where she led the product marketing team for content experiences. Below, we’ve shared the transcript of Harry’s interview with Rachel. Before Slack, Rachel spent four years at LinkedIn, where she led the product marketing team for content experiences. Loving our podcast content?

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Sales Hacker

MAY 7, 2020

Where do you start with so many companies struggling and cutting down their sales teams? After 500 hours of research and hundreds of interviews, we’ve identified the best companies to apply to and gathered the answers to three questions that are critical to finding your ideal account executive role. . Their total team size is 3,111. .

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FastSpring

JUNE 11, 2024

In this episode of Growth Stage, we interview affiliate marketing veteran and attribution animal Adam Riemer of Adam Riemer Marketing about his thoughts on: What proper affiliate marketing looks like. Are you looking for a merchant of record that will help you grow your subscription software business? Listen or watch now!

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Sales Recruiting Software Review Payment Solutions SaaS Payments 113

SaaStr

MARCH 26, 2019

Formerly a senior leader at Google, Claire Hughes Johnson is now Chief Operating Officer at Stripe, where she’s helped guide the online payments firm through rapid growth. Know who is the foundation of your product and build your product for that user (in Stripe’s case, developers). Dare I say SaaS. Know your forever user.

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Scale Payment Services Payment Methods Scaling 152

Navint

MAY 21, 2019

Recurring Revenue Conference presented by Sutton Capital Partners marked its fifth year on May 1, 2019, in beautiful Marina del Rey, California. Thought leaders, entrepreneurs, executives, and the investor community gathered to discuss the subscription economy and ways to attract and retain loyal customers.

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SaaStr

AUGUST 9, 2019

In Today’s Episode We Discuss: * How Vikas made his way into the world of SaaS and came to be at the rocketship that is Kustomer. * Why does Vikas believe that a wave of SaaS incumbents are about to be displaced or disrupted? They discuss the most common and emerging challenges facing SaaS companies today. Missed the session?

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