SaaStr

FEBRUARY 19, 2019

The promise at the heart of the SaaS business model has always been that by sacrificing relatively large one-time payments, you’d maximize revenue over the long-term lifetime of the customer. In four letters, the promise of the SaaS model is CLTV (Customer Lifetime Value). The Customer Success Paradox.

Customer Success 168

Customer Success Payment Solutions SaaS Payments Scale 168

SaaStr

MARCH 1, 2025

He’s known for his systems-thinking approach to company building and has helped scale multiple businesses from zero to public company status. This specific threshold serves as a critical signal that your business model has legs.

Scale 191

Scale Systems Review Scaling Leadership 191

SaaStr

AUGUST 26, 2024

Chief Customer Officer Summit at SaaStr Annual This special collaboration between the SF Customer Success Meetup and SaaStr Annual. The Chief Customer Officer Meetup at SaaStr Annual will feature a day of invite-only content and networking for leaders and executives in Customer Success on Thursday, Sept 12th.

Benchmarks 299

Benchmarks Finance Business Model Forecasting 299

Valuize Consulting

FEBRUARY 8, 2025

This transformation marks the rise of partner-led customer success a strategic approach that enables organizations to scale efficiently, reduce costs, and specialize in key customer segments. Establishing criteria for ideal partners, including business models, expertise, and competencies, is critical to long-term success.

Customer Success 52

Customer Success Scale Technical Review Government 52

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Watch the Webinar: Steps to Scale Your Customer Success Operations Overnight. 8 Steps for Scaling Customer Success.

Customer Success 118

Customer Success Scaling Business Model Trends 118

SaaStr

JULY 4, 2024

What’s wrong with our business model? In SaaS, this typically happens somewhere between $3m and $8m in ARR or so … finally, you have enough customers, enough of a mini-brand, enough going on to get the flywheel going … but all of a sudden, it’s too much for the team. We’ve all been there. Almost all of us, at least.

Business Model 303

Business Model Engineering Scaling Branding 303

SaaStr

FEBRUARY 15, 2021

The first steps depend on your unique business model. Start by thinking about your business goals and your most important KPIs. Is it customer satisfaction? Team members might feel discouraged or overwhelmed by the sheer volume of customer success challenges. Increasing the speed of ticket resolution?

Strategy 289

Strategy Government Operational efficiency. AI 289

SaaStr

OCTOBER 16, 2022

Your Customer Success Team Probably Really Are Just Gap Fillers. Why The Business Model of Venture Capital is Really, Really Hard. Each week, we round up our most popular content so you can catch up on anything you may have missed. Billion in ARR. The Confusing and Confounding Advice on Capital Efficiency.

Venture Capital 312

Venture Capital Business Model B2B Startup 312

SaaStr

FEBRUARY 27, 2021

There’s a lot to talk about in customer success about churn, and about upsells. Together, they are one of the most critical topics in recurring revenue business models.

Business Model 347

Business Model Customer Success Churn Software 347

Tom Tunguz

FEBRUARY 26, 2025

” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. The Strategic Advantages of UBP Aligns vendor success with customer success : When a customer like Uber grows, their usage naturally expands, benefiting both parties.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

ChurnZero

MARCH 3, 2022

As Customer Success professionals you might find yourself building out something completely new at your organization, or just trying to break the status quo on what’s been done in order to help drive growth and expansion for your SaaS organization. Top five Customer Success resources brought to you by ChurnZero.

Customer Success 98

Customer Success Churn Onboarding Consulting 98

SaaStr

JUNE 13, 2021

. #2 Category-defining products require new business models. Businesses often build something powerful but don’t create the proper value package, and it fails in the market. When you’re bringing an innovative product to fruition, it requires a business model that’s built for it specifically.

Scale 253

Scale Scaling Business Model Company Culture 253

Sales Hacker

DECEMBER 13, 2024

A $1B Acquisition with a Singular Leader for Both Sales and Customer Success In 2017, tech leader Vikas Bhambry found himself at a crossroads. Kustomer, a SaaS startup navigating leadership changes, unexpectedly handed him the reins to both sales and customer experience/success. Lets get into it.

Scale 109

Scale Sales Hiring Acquisition Customer Success 109

Totango

JUNE 15, 2022

Now, more than ever, you have to take steps to solidify your customer relationships and reorient your business from an acquisition-based operating model to a customer value-focused operating model. Monitoring Customer Health : Stay on top of your customer’s health and update it daily. Let us help you.

Customer Success 108

Customer Success Investment Acquisition Communication 108

Totango

JULY 13, 2021

Strategy for customer success growth has changed as commerce has gone digital and big data has made marketing and sales customer-centric. In the old days, growing your business was easy. Tell people about your business, get them in the store, sell them things, then look for more customers.

Customer Success 107

Customer Success Payment Methods Payments Payment Services 107

SaaStr

DECEMBER 15, 2020

It took us 2 years just to figure out our ultimate business model. You’re going to have to be the VP of Sales, Customer Success, Marketing and probably Product in the early days. There’s endless drama with paying customers. What you think you do on day 1 may look very different by day 365.

Sales Recruiting 363

Sales Recruiting SaaS Interviewing Consulting 363

ChurnZero

FEBRUARY 9, 2021

To help you amp up your Customer Success management skills here’s a breakdown of our top recommendations for courses to consider taking. Customer Success Management Fundamentals. Course Description: New to customer success management (CSM)? Value Realization Best Practices for Customer Success Management.

Customer Success 98

Customer Success Customer Lifetime Value Scale Consulting 98

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 108

Customer Success Technology Scale Forecasting 108

SaaStr

JANUARY 12, 2022

We all underresource customer success vs. sales. Lost a bank customer we had served well for 5 years and up to.5M Know if you did have a top customer but you lost em, you can get another top customer with effort” — Phil Castro, founder, Kamp Events. More on that here. But it’s stressful.

CTO Hire 328

CTO Hire Sales Hiring New CTO CTO 328

Totango

MARCH 4, 2022

B2B customer service is often confused with B2B customer success, but they are not the same. Despite their differences, however, they do share an intimate relationship – you need strong customer service to achieve customer success. What is B2B Customer Service? B2B vs. B2C Customer Service.

B2B 98

B2B Customer Success Technical Review B2C 98

Sixteen Ventures

AUGUST 14, 2022

The purpose of Customer Success is not to make customers happy. It’s actually not even to make customers successful. In fact, it’s fairly common to see companies employing several of those tactics at the same time and calling it “Customer Success.” But let’s be clear; This is NOT Customer Success.

Customer Success 99

Customer Success Investment Sales Hiring Churn 99

Totango

AUGUST 16, 2022

Customer Retention Software Cuts Down Client Churn. Customer retention software has become essential for effective SaaS customer success strategies. A winning SaaS business model must prioritize retaining customers, which is far more cost-efficient than acquiring new clients to offset churn.

Payment Solutions 106

Payment Solutions Payment Methods Retention Customer Success 106

SaaStr

APRIL 20, 2024

Challenges in AI Implementation Companies experimenting with AI in customer support face challenges due to the limitations of current AI technology. The current business model for software companies involves spending a significant portion of revenue on sales, regardless of available tools and automation.

Sales Hiring 306

Sales Hiring Startup Marketing Technical Review 306

SaaSOptics

APRIL 7, 2022

” Or, as Openview Partners defines it, “ product-led growth is an end user-focused growth model that relies on the product itself as the primary driver of customer acquisition, conversion, and expansion.” Does this mean that sales, marketing, and customer success are forced to hang out on the sidelines?

Business Model 74

Business Model Payment Features Business SaaS 74

SaaStr

MAY 6, 2021

A CRO owns and directs the strategy over a company’s revenue cycle, but there’s not a set standard for operational or management decisions: in addition to sales and sales development, they might be responsible for customer success, lead generation and pipelines, and even marketing and brand development. Is a CRO right for you?

Sales Hiring 305

Sales Hiring Sales Recruiting Interviewing Revenue 305

User Pilot

AUGUST 11, 2022

Since customer success roles are relatively new, companies don’t always have a clear idea of what responsibilities are appropriate for a customer success manager (CSM). Customer success ensures customers get their desired outcome when using your product. What is customer success?

Customer Success 98

Customer Success Management SaaS Technical Review 98

Totango

MAY 14, 2019

Customer success initiatives are critical in ensuring your product gives customers the positive outcomes they’re looking for. But how can you tell if your customer success team’s hard work is paying off? Choose Customer Success KPIs Tailored to Your Customers.

Customer Success 97

Customer Success Customer Lifetime Value Social Media Metrics 97

Totango

NOVEMBER 12, 2020

Ongoing market volatility created by the COVID-19 pandemic has placed a greater emphasis on the revenue potential of existing customers. A decline in new business opportunities brought about by belt-tightening in the market is encouraging the use of Customer Success best practices to retain and grow opportunities with existing customers.

Customer Success 92

Customer Success Technology Scale Forecasting 92

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

Totango

AUGUST 21, 2020

As competitors become more customer-savvy and customers continue to raise the bar of their expectations, keeping customers happy is no longer the icing on the cake—it is now a main and necessary ingredient for business success, and it comes about primarily through the creation of customer value. CS Defined.

Customer Success 78

Customer Success Sales Hiring Scale Enterprise 78

ChurnZero

JUNE 16, 2020

Sessions talked about how to adapt your customer comms strategies and examine how you can keep your loyal advocates engaged in your product through adopting a customer-centric mindset, even as you’re switching up your strategies. We pulled together the top ten Customer Success takeaways to share with you here. .

Customer Success 92

Customer Success Scale Churn Sales Funnel 92

ChurnZero

NOVEMBER 22, 2021

Customer Success Capacity Planning and Budget Guide. As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Even though it’s evident that your understaffing is causing the customer experience to suffer. Your team is stressed and ready to walk away.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

Chaotic Flow

MARCH 25, 2014

My first reaction was something like: “Well our current booking rate is pretty strong and we’re a SaaS business, so even with no immediate improvement to bookings we’ll continue to pile up revenue quarter after quarter, right?” Every business can count cash, but only a SaaS business can count customer clicks inside the product.

Metrics 156

Metrics Business SaaS Forecasting 156

Totango

FEBRUARY 6, 2020

The rise of the recurring revenue business model has placed the customer in control of their business partnerships. Customer value is now achieved over repeated cycles of renewal, and the customer can walk away whenever they see fit. The Customer Success Factors You Need to Know.

Customer Success 94

Customer Success Enterprise Strategy Software Review 94

ChurnZero

SEPTEMBER 23, 2022

Companies couldn’t rest on their laurels; it was hold onto their customers or float into the abyss. . Searches for Customer Success and customer experience lagged a bit, peaking only recently. You can do that with an investment in Customer Success and customer education. . Say it with me: Every.

Education 98

Education Customer Success Venture Capital Churn 98

SaaStr

JULY 18, 2023

Monday.com co-CEO Eran Zinman and Jason Lemkin do a deep dive on how Monday’s business model really works. The Power of Customer Success: Driving Growth Through Customer Happiness with Asana, PagerDuty, Miro, and Sapphire Ventures CS has changed so much in the past 2 years.

Scale 246

Scale AI Scaling Business Model 246