SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. In this AI moment we’re in, there are still many moments in scaling a company where intuition still matters. You don’t have to leave as the organization scales. This isn’t new.

Scale 291

Scale Sales Hiring Scaling Startup 291

Stax

MARCH 5, 2025

Think of the gateway as the online equivalent of a card reader or point of sale (POS) system in a brick-and-mortar store. Let’s break it down a little bit more: payment processors are used for both brick-and-mortar and online store sales. For best results, choose a payments partner that doesnt take a large cut out of your sales.

Payment Services 88

Payment Services Payment Methods Merchant Services Payments 88

Intercom, Inc.

APRIL 20, 2021

It can seem like an impossible balancing act – but customer support operations can help. Here are three ways to know if it’s time to invest in customer support operations (if you’re looking to scale, it probably is), and a few simple things your organization can do to get started. What is customer support operations?

Scale 156

Scale Customer Support Scaling Sales Hiring 156

SaaStr

FEBRUARY 7, 2023

with Aashish Krishna Kumar, Head of GTM at Togai Sales Enablement 2.0 – Elevate Rep Performance with Divanshu Goyal, Sales at GTM Buddy Common scaling pains for SaaS businesses and how to overcome them. Straight from a SaaS CCO with Yellow.ai’s CCO with Shekar Murthy, Chief Customer Officer at Yellow.ai

VP of Engineering 293

VP of Engineering Technical Cofounder Outsourcing Services CTO Coach 293

SaaStr

MARCH 2, 2023

Jiminny is the conversation intelligence platform that records, transcribes and analyzes sales calls to help teams coach at scale, win more deals and smash targets. Leaseweb is a leading Infrastructure-as-a-Service (IaaS) provider serving a worldwide portfolio of 20,000 customers ranging from SMBs to Enterprises.

Scale 261

Scale Technical Review Software Review Machine Learning 261

SaaStr

JULY 24, 2019

Gillian oversees Talkdesk’s Customer Success and Technical Support teams, partnering closely with customers to achieve their CX vision. But as you start to scale, it is really critical that you start to think about how do you segment out your organization to optimize for the skillset that you’re hiring for.

Retention 158

Retention VP of Engineering Sales Hiring Scale 158

Neil Patel

JULY 12, 2021

For example, brands could create an automatic lead generation funnel that gathers an email address, sends a recorded demo, then invites the prospect to schedule a live demo. Pricing starts at $150 per month for unlimited emails, SMS, tracking, and technical support. And that’s just on the basis of job title.

Payment Methods 145

Payment Methods Scale Payments Marketing 145

Chaotic Flow

AUGUST 18, 2015

Separating hunters and farmers is a common SaaS sales best practice. Deals are closed by an aggressive quota-carrying sales team: the hunters, and then handed over to a more service oriented group of account managers and customer success reps for on-boarding, renewals and up-sell: the farmers. Qualify Churn like You Qualify Leads.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Intercom, Inc.

JULY 6, 2021

Global customer support lets companies more easily communicate with leads and customers in different countries, giving them a competitive edge over other businesses with limited support. Global support teams can positively influence customer retention, especially if they provide service in their customers’ native language.

Customer Support 232

Customer Support Strategy Scale Retention 232

OpenView Labs

MARCH 15, 2019

Some of the most successful and influential SaaS companies include channel sales in their go-to-market strategy. For the uninitiated, channel sales refers to the process of partnering with third parties to get your product into the end user’s hands. Channel Sales versus Direct Sales – The Good and the Bad.

Sales Recruiting 108

Sales Recruiting Scale Sales Hiring Underperforming Technical Team 108

Sales Hacker

SEPTEMBER 23, 2021

But by far, the option that could potentially bring you in the most sales is resellers and sales channel partners. They have a proven, talented, and dedicated sales team. In the tech world, massive enterprise companies have entire sales channel departments who sell outside technology solutions to their clients.

Technical Review 117

Technical Review Scale Software Review Systems Review 117

CustomerSuccessBox

JANUARY 18, 2022

But one of the major things companies fail to achieve is Customer Success at scale. One of the first steps to achieving customer success at scale is to segment the customers. Extra Resource : Scaling requires a hefty budget. If your sales team already has tips to outline consumer tiers, then apply those. by this number.

Scale 52

Scale Customer Success Scaling Technical Review 52

OpenView Labs

FEBRUARY 24, 2021

It might seem surprising for someone with a background in sales engineering who is also the author of the bestseller Just F*ing Demo!: Tactics for Leading Kickass Product Demos to be a passionate advocate for product-led growth , but Rob Falcone definitely is. Scaling human touchpoints. Guru’s transition to product-led growth.

Scale 88

Scale Technical Support Consulting Engineering 88

Sales Hacker

JUNE 14, 2018

There are many levers a sales leader or organization may pull to gain scale, accelerate revenue, drive cost savings, or augment sales team structures. A viable and proven option is handing over some or all of your sales efforts to outsourced sales professionals. 5) DO ensure sales and marketing are aligned.

Outsourcing Services 81

Outsourcing Services Sales Hiring Sales Outsourcing Outsourced Development 81

ChurnZero

JANUARY 20, 2021

It scaled so well that the Belgian-based business was acquired by HubSpot for an undisclosed amount in 2019. Implementing a system that captures feedback from customers, leads and other prospects. Delving further, Sornson said he found that 86% of the business’s long-term revenue resulted from 18% of leads.

Customer Success 98

Customer Success Scale SaaS B2B 98

Sales Hacker

DECEMBER 3, 2018

This week on the Sales Hacker podcast , we interview Meghan Gill , VP of Sales Operations at MongoDB. . Meghan has been at Mongo almost 9 years and was the first non-technical hire at the company, helping them scale past an IPO in 2017 and transitioning from an early career in Marketing into Sales Operations. .

Scale 82

Scale Underperforming Technical Team Sales Hiring Sales Recruiting 82

User Pilot

JULY 9, 2023

To accurately capture user sentiment with your surveys, you must avoid any question that leads to confusion or frustration. As a result, double-barreled questions are confusing, often producing unreliable results and leading survey analysts to inaccurate interpretations of results.

Scale 98

Scale Technical Review Technical Support Software Review 98

SaaStr

AUGUST 5, 2019

But before I talk about what land, expand, and explode means and why it’s sort of essential, at least in in our world, I want to give you a little bit of background about the company, what we do, what size and scale we’re at. And this is the moment of reckoning that you get to as a SaaS company is that a sale is not the end.

Sales Recruiting 198

Sales Recruiting Construction Scale SaaS 198

Stax

APRIL 17, 2025

As these ecosystems evolve, ISV partnerships have become essential for companies looking to scale, reach new markets, and offer integrated ISV solutions. Software vendors recommend a platform to their customers (or vice versa), and earn revenue for each successful referral or sale.

Merchant Services 88

Merchant Services Payment Solutions Payment Services Payments 88

ChurnZero

JUNE 26, 2020

Poorly phrased or missing questions and unclear instructions lead to communication friction and subpar responses from vendors. We all know that meeting invite lists carry a certain political connotation , which often leads to participant pandering, bloated meetings, and counterproductive conversations.

Customer Success 98

Customer Success Software Review Software Scale 98

Neil Patel

JULY 7, 2021

Experience is kind of the holy grail when it comes to customer interaction, from marketing and sales to customer service and brand loyalty. It’s often an open-source platform that allows API integrations from various departments, such as sales, to deliver super personal experiences to users. What does a digital experience platform do?

AI Search 136

AI Search CTO Hire Scale Artificial Intelligence 136

Totango

SEPTEMBER 22, 2022

For customer success teams, SaaS tools serve to optimize the customer life cycle, improving your marketing, sales, and customer service to deliver better results to clients. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. They usually are licensed through a subscription sales model.

SaaS Payments 71

SaaS Payments Scale Payments Payment Solutions 71

Totango

SEPTEMBER 7, 2021

Some significant differences between B2B and B2C clients include: The B2B marketing and sales process often requires a longer, more customized cultivation of prospects tailored to their business needs, and possibly involving multiple layers of decision-makers and stakeholders, requiring stakeholder engagement as well as client engagement.

Engagement 84

Engagement B2B Strategy B2C 84

Sales Hacker

JANUARY 13, 2021

Product management, engineering, customer success, sales, and marketing groups will weigh in on the decision-making process. Ship by default: Shipping by default is usually the best way for partners to work together because there is less friction for both the sales team and the end-customers. Pricing models.

Payment Solutions 88

Payment Solutions Payments Software Review Enterprise 88

Totango

SEPTEMBER 6, 2022

QBRs don’t focus on customer technical support issues, although they may touch on technical issues as these impact customer outcomes. A strategic approach: Leading with a discussion of wins helps set the stage for a positive, engaging conversation rather than a slog of negativity.

Technical Review 113

Technical Review Software Review Business Scale 113

Totango

JANUARY 22, 2024

For many companies, the CSM role has become a catch-all for various tasks – from renewals and billing to technical support. As partners, marketing and CS will deliver value through thought leadership, scaled initiatives, one-to-many content programs, community, and personalized support made possible by investments in AI.

Customer Success 100

Customer Success Generative AI Scale AI 100

Baremetrics

MARCH 23, 2021

1 Overview 2 Features Plans Point of Sale International Support Tools for Developers 3 Pricing PayPal’s Basic Fees Stripe’s Base Fees Stripe Billing 4 Usability 5 Customer Service & Technical Support 6 Final Word All the data your startup needs. For the Scale plan, 0.7% Try Baremetrics Free. Table of Contents.

Payment Methods 93

Payment Methods Payment Services Payments PayPal 93

User Pilot

JUNE 29, 2024

External training resources and technical support to help your team get started immediately. Moreover, the economies of scale that established vendors enjoy mean they can offer advanced features and capabilities at a lower cost than what it would take to develop in-house.

Technical Support 105

Technical Support compliance Scale User Experience 105

ChurnZero

MARCH 31, 2022

Did you catch our Customer Success and SaaS metrics crash-course webinar with leading SaaS expert Dave Kellogg, of Dave Kellogg Consulting ? tech ops, AWS, technical support). A: If you look at first principles, you should lag it by your average sales cycle length. BUT NO ONE DOES THAT.

Customer Success 98

Customer Success Metrics Technical Review Scale 98

ChurnZero

AUGUST 25, 2020

Anna Talerico, Arthur Ventures Anna ( @annatalerico ) is an Operating Partner at Arthur Ventures , an early growth capital firm that leads investments in B2B software companies located outside Silicon Valley. Her focus is on capital-efficient , go-to-market strategies across sales, marketing, customer success and support.

Scale 69

Scale Technical Review Venture Capital Software Review 69

ChurnZero

JANUARY 26, 2021

From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . What problems does it talk about solving, and what benefits does it tout that would make a prospect want to learn more, and possibly buy your solution? The Customer Success Battle Plan.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

Neil Patel

MAY 4, 2021

Most DaaS providers offer technical support solutions that alleviate this management from the business side. Some of their biggest value propositions include unlimited scale, seamless access across clouds, and near-zero maintenance. Oracle is the world’s leading converged, multi-model database management system.

Marketplace as a Service 120

Marketplace as a Service Data Technical Review Marketing 120

User Pilot

AUGUST 24, 2021

TL;DR: Use self-service customer support to capitalize on the 81% of users who try to solve their own software issues before reaching out for help. Implementing a self-service approach will help you scale up without spending a fortune to maintain sufficient support quality. source: Hiver. Improved customer experience.

Software Review 98

Software Review Technical Review SaaS Scale 98

Sales Hacker

AUGUST 1, 2018

They’d come in and run wiring, then assign phone numbers to each sales rep’s desk. Benefits of VoIP for Sales. Whether you’re starting from scratch or you’re scaling your tech startup , you likely have a few things that make you unique. Related: 36 Best Lead Generation Tools to Increase Leads by 300%.

Technical Review 69

Technical Review Scale Systems Review Software Review 69

Kellblog

JUNE 2, 2019

If the project does fail and you’re using the leading vendor, it’s much less embarrassing than if you’re on an obscure runner-up. (“Well, I guess they fooled us all.”) Develop strategic relationships with other leading and/or cool companies on the theory that leaders work with leaders. ”) [1].

Sales Hiring 75

Sales Hiring Marketing Scale Leadership 75

User Pilot

JULY 20, 2023

There’s a reduction in support tickets and therefore makes customer support cheaper. It offers a better customer experience that eventually leads to more user retention. Pricing Zendesk pricing scales with the size of your team and your needs, and the prices are: Team: $55 per month per agent (paid annually).

AI Search 98

AI Search AI Scale Pricing 98

Stax

MARCH 26, 2024

That said, these tools are more than just a means to accept payments; they represent a comprehensive solution that integrates sales, inventory management, and customer data into a unified system. These features simplify transactions, bolster security, and provide valuable insights into customer behavior and sales trends.

Payment Methods 88

Payment Methods Merchant Services Payment Services Payments 88