Audacix

AUGUST 11, 2023

What this means for security teams: you should be supported with greater senior executive sponsorship and leadership as non-technical executives realise and accept the scope of change that must be undertaken. Right from front-of-house customer service teams, to senior executives to your most technical developers and engineers.

Outsourcing Services 52

Outsourcing Services Technical Review Cybersecurity Data 52

Neil Patel

OCTOBER 25, 2020

Digital agencies are companies that help other businesses perform a specific function such as marketing, development, or design. Other ways to think about digital agencies are as an outsourced team or in some cases a group of freelancers working together. For instance, if you rely on government contracts or seasonal cycles.

Sales Hiring 145

Sales Hiring Outsourcing Services Underperforming Technical Team Sales Recruiting 145

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years. Follow Ken on LinkedIn.

VP of Engineering 98

VP of Engineering Customer Success Scale Healthcare 98

User Pilot

APRIL 30, 2024

Both of these directly influence product development and help keep up with market trends. Feature development : Product feedback can directly help with feature prioritization , allowing product teams to focus on what users want. Customer feedback is critical for understanding pain points and satisfaction across your user base.

Interviewing 104

Interviewing Software Review Outsourced Development Trends 104

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. First, it felt like I was abandoning my customers and punting them over to our professional services team once they signed a contract. Selling leadership on the concept of Customer Success.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Sales Hacker

AUGUST 18, 2021

Good retention relies on your ability to get in front of the problem. With effective triggers and a proven retention workflow, I’ve seen companies increase their retention rates from 85 to 90%, saving tens of millions of dollars in revenue. Where they fall dictates how we approach their retention. They’re already gone.

Churn 112

Churn Outsourced Development Education Systems Review 112

SaaStr

JULY 2, 2020

Before Dataiku, Kurt spent 5 years at Deloitte as a Manager advising primarily European public authorities on sustainable development policies. And before Dataiku, Kurt spent five years at Deloitte in Paris as a manager advising primarily European public authorities on sustainable development policies.

Outsourced Development 280

Outsourced Development Sales Hiring Scale Technical Advisors 280

SaaStr

JULY 29, 2020

The second aha that we had was our go-to-market where we wanted to start with all of the startups and small businesses and nonprofits and developers out there who today were using nothing because they didn’t have the budget or technical resources to buy kind of these enterprise-grade services that existed for big companies.

Sales Hiring 169

Sales Hiring Outsourcing Services Scale Sales Recruiting 169

Sales Hacker

MAY 26, 2021

The focus is on things like reporting, territory management and later stage tasks such as contract negotiations and finance approvals. Developing your Sales Operations Skills. If you want to develop your sales operations skills to create new and impactful strategies, this is the team for you. Performance.

Scale 60

Scale Sales Hiring Sales Outsourced Development 60

Intercom, Inc.

MARCH 12, 2019

We tracked customer churn, contraction, expansion and overall health, and correlated the metrics to our relationship managers’ activities. It was critical for us to develop a deep understanding of what was and wasn’t working. It became clear that the campaigns themselves weren’t driving retention and expansion.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

CustomerSuccessBox

MARCH 10, 2022

Over the experience, one must have gained strong problem-solving, creative thinking, and time management skills with a leadership role. Developing and managing the protocols of client service processes. To ensure the correct carrying out of the contract. Creating reports to record the contract progress.

Engagement 52

Engagement Management Underperforming Technical Team Outsourced Development 52

Intercom, Inc.

DECEMBER 21, 2021

Throughout the year, we’ve talked to business leaders, experts, and pioneers about all kinds of topics: from creating world-class customer experiences to the challenges of running a business during the pandemic, from being an ally and addressing gaps in diversity to building technical leadership careers. Climbing the leadership ladder.

VP of Engineering 118

VP of Engineering Scale Technical Review Outsourcing Services 118

SaaStr

MARCH 17, 2020

You’re probably going to have to be doing customer references unless there’s very small contract value, right, where there’s not a ton of pressure in making the right decision on the part of the prospective buyer. They’re going to develop a really close relationship with a sales representative.

Scale 142

Scale Payment Services Sales Hiring Payment Methods 142

OPEXEngine

JANUARY 30, 2020

Market leadership. There will be greater difficulty finding well qualified developers, sales, marketing and even Finance professionals, especially in hot locations like the Bay area, Boston, Austin, Denver, Seattle, Toronto, and Vancouver. Customer Retention. How is a CFO in a hot sector like SaaS expected to plan? SaaS Markets.

Sales Hiring 49

Sales Hiring Benchmarks SaaS Acquisition 49

SaaStr

MAY 8, 2020

Prior to Work-Bench, Jessica was a Learning and Development Manager at Cisco Systems, where she worked with the Engineering organization on Agile transformation, innovation and culture. What other strategies has Jessica seen work really well for retention? And I do still think big contracts can still get done at the enterprise.

Sales Recruiting 175

Sales Recruiting Technical Review Sales Hiring Outsourced Development 175

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

Tom Tunguz

JULY 14, 2013

Because customers are paying to improve the product, rather than buying a “production-ready” enterprise product, the company can go to market much earlier in their development. Ideally, the company offers 12 month contracts and the company can be profitable on a customer before the customer has an option to churn.

Sales Hiring 100

Sales Hiring Venture Capital SaaS Machine Learning 100

ChurnZero

JANUARY 26, 2021

Next are the day-to-day leadership contacts. Joint Success Planning can help you help your stakeholders look like rock stars inside of their companies and in front of leadership. Deprioritization of rollout in eastern region due to leadership changes. This is the person whose budget funds your product.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

Kellblog

JANUARY 30, 2021

Leadership matters. It’s as if we forget the lessons of the beer game developed by MIT. I was used to remote work for individual creative positions such as writer or software developer. Net dollar retention (NDR) becomes the top SaaS metric , driving companies towards consumption-based pricing and expansion-oriented contracts.

Technical Review 143

Technical Review Payment Services Payments AI Search 143

ChurnZero

DECEMBER 2, 2021

RYG events started as local Customer Success meetups (now called RYG Leadership Hours ), which provided a casual and intimate setting for Customer Success leaders to talk shop. If we spent this money, why isn’t retention immediately going up?’ They could be your contract signers, your champions, or anyone that’s VP or higher.”.

Customer Success 98

Customer Success Technical Review Scale Compensation 98

Intercom, Inc.

MARCH 11, 2021

From his background in software development and project management, Farhan learned how a data-driven approach is key when it comes to scaling your business – but for this to be effective, you need to keep your customer at the heart of everything you do. Great support is key for retention. I wasn’t aspiring to be a developer.

B2C 118

B2C B2B Scale Strategy 118

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

SmartKarrot

NOVEMBER 4, 2022

Role: Director of Customer Success Location: Remote, United States Organization : Fleetio As a Director of Customer Success, you will lead the Customer Success Management Team across three segments (Enterprise, Mid-Market and SMB) to achieve long-term retention via aggressive usage, adoption, and value realization targets. Apply here: [link].

Customer Success 19

Customer Success Scale Outsourced Development Systems Review 19

SaaStr

NOVEMBER 19, 2019

In enterprise software, it’s all about contracts, long term contracts. We have 99% customer retention. Nancy Ham : We have over 100% MRR retention. That’s something we’ve really developed as we’ve come along in our product team to look for specific experience. I thought, oh boy.

Scale 169

Scale SMB VP of Engineering Leadership 169

SaaStr

AUGUST 19, 2020

Portag3 Ventures Partner Chris O’Neill discusses leadership and teamwork lessons he’s picked up in his career through a hobby and a metaphor of sailing. So over the course of those 20 or so odd years in technology leadership roles. In our case, it was capturing a note, and then lastly is just retention over time.

Scale 250

Scale Underperforming Technical Team Sales Hiring Leadership 250

SaaStr

APRIL 16, 2019

We ended up signing that contract in the uber back to the airport on the way home. It was our largest contract to date, kind of helps the other quarter. Our entire company is in Raleigh, our entire development team is in Raleigh, entire product management team is there, I’m there. Real connection, but there was a catch.

CTO Hire 156

CTO Hire Travel Underperforming Technical Team CTO Coach 156

SaaStr

MARCH 12, 2019

Awesome revenue growth on the X axis, awesome revenue retention on the Y. Hundred percent revenue retention, 200% revenue growth. Option A is we can go have awesome revenue retention, 100% revenue retention, but mediocre growth. Option B is awesome revenue growth, 200%, but mediocre revenue retention, 70%.

Scale 209

Scale Sales Hiring Revenue VP of Engineering 209

ChurnZero

JULY 21, 2020

IntelAgree is a growing AI-powered contract management SaaS company that enables legal teams to do impactful work, not busy work. Manually aggregating and formatting data for internal and external customer journey reporting was a time-intensive labor, especially when fulfilling ad-hoc leadership requests with a quick turnaround.

Scale 52

Scale Venture Capital AI Search SaaS 52

SmartKarrot

APRIL 4, 2023

Develop procedures and systems in conjunction with important partners to: Monitor and evaluate upsell, cross-sell, and renewal leading indications. Create systematised Customer Success playbooks, identify early warning signs of at-risk accounts, and create a route for development and resolution.

Customer Success 19

Customer Success Scale Traceability Outsourced Development 19

SaaStr

NOVEMBER 21, 2020

Rob Gonzalez: So the answer will vary based on company’s maturity level, and the type of product they sell, and how complicated it is, and the size of contract, and all that type of stuff. I’m actually a big believer in it, to an extent, if it’s a healthy ratio, given its ability for customer success and retention.

SaaS Payments 254

SaaS Payments Scale Payment Services Payment Solutions 254

SmartKarrot

FEBRUARY 6, 2023

Building Trusted Advisor relationships at senior levels in your team’s accounts, helping to ensure retention, uncover opportunities for cross-sell/upsell, and develop advocates. Forecasting and leading the contract renewal process with your CSMs and identifying and nurturing expansion opportunities in coordination with Sales.

Customer Success 19

Customer Success Scale Outsourced Development Forecasting 19

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. Support the team in building the Customer Success Playbook.

Customer Success 19

Customer Success Sales Hiring Outsourced Development Headcount 19

SaaStr

JANUARY 5, 2023

They can also help secure the data, reporting, process, and discipline a business need to evaluate progress so it can develop the accountability necessary to drive operational excellence. Instead, the pathway to success resembles a series of consecutive S-curves—the undulations of growth and contraction that occur in every business.

Sales Hiring 40

Sales Hiring Acquisition Forecasting Outsourced Development 40

ChurnZero

JANUARY 20, 2022

The second is around retention rates. Different companies find different focuses, but it can be net retention or gross retention, which is a focus on keeping the logo in general, and then there could be a focus on expansion. Are you responsible for the actual contractual retention? Are you responsible for expansion?

Scale 52

Scale Sales Hiring Scaling Sales 52

SmartKarrot

SEPTEMBER 29, 2022

Role: Director, Client Success Location: New York, NY, US (Hybrid) Organization: Grubhub As a Director of Client Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention and satisfaction and client up-sells for the Grubhub’s corporate accounts team.

Customer Success 19

Customer Success Scale Sales Hiring Technical Review 19

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

CustomerSuccessBox

OCTOBER 4, 2018

Debbi has been helping clients leverage technology for the past 16 years, Prior to joining Rallybound, Debbi created several customer success programs at Blackbaud and other SaaS organizations and has served in several leadership roles in the community. Customer success helps in customer retention. Let us start with a quote.

Customer Success 77

Customer Success Sales Hiring Outsourced Development Technical Review 77