SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 261

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 261

FastSpring

JANUARY 23, 2025

Listen for the full insights into: How Flippa.com works to connect for-sale businesses with buyers while managing the complexities of valuation and seller expectations. But if someone’s going to sell something for $250,000, it’s a highly emotional sale. And so you’ve got to get that right. We’re doing $2.5

Scale 118

Scale Entrepreneurship Scaling Underperforming Technical Team 118

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

Stax

APRIL 15, 2025

There are some important variations to MRR that would be good for your sales team to be aware of, including new MRR, expansion MRR, and churn MRR. It can help forecast future revenue, keep on top of performance of various customer segments, and measure customer retention and churn.

Payments 88

Payments SaaS Payments Revenue Payment Services 88

SaaStr

NOVEMBER 23, 2022

The success of an executive team often depends as much on their interpersonal harmony as their professional expertise. How does a team establish rapport with one another? Algolia’s Bernadette Nixon (Chief Executive Officer) and Michelle Adams (Chief Revenue Officer) have spent the past few years developing this relational toolbox.

Underperforming Technical Team 313

Underperforming Technical Team Leadership Outsourced Development Finance 313

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 317

Scale Underperforming Technical Team Sales Hiring Engineering 317

SaaStr

JANUARY 24, 2024

How do you diagnose and solve churn? How should you handle presenting challenges to your C-suite team when you’ve just joined the company? Lattice had a product-led growth flow on the website while the sales team was still trying to sell the PLG companies The good news is Lattice had a lot of activity and initiatives at play.

Scale 273

Scale Sales Hiring Scaling Revenue 273

User Pilot

OCTOBER 19, 2024

Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Sales Hacker

DECEMBER 4, 2020

That’s what selling without a sales dashboard is like. But a sales dashboard is only useful if it’s done well. What is a Sales Dashboard? A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Why Use a Sales Dashboard?

Underperforming Technical Team 136

Underperforming Technical Team Data Sales Metrics 136

SaaStr

APRIL 30, 2022

The second constituent there is the developer. Why do developers love SaaS products? One is your churn. SaaS businesses have churn. Churn, think we’re all familiar with what churn is. Churn defines your average lifetime of your customer. We talked about churn. MRR, obviously.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Ensure that your data is clean and easily accessible, as poor data quality undermines the value of even the best customer success tool. This will allow teams to identify at-risk accounts and prioritize proactive outreach.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

JULY 1, 2021

The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? Sam : This is not my insight, but someone else says… I really do believe it, that the team you build is the company you build.

VP of Engineering 293

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 293

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: I’ll answer it, but are you thinking more on sales or technology or broadly speaking in the question? That’s a great example.

Scale 293

Scale Outsourcing Services Sales Hiring VP of Engineering 293

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. Sometimes, it might look like SMB churn when they’re really just moving into mid-market. But on sales calls, the buyer would say the product looked amazing — and that they needed an ATS before buying Greenhouse.

Sales Hiring 281

Sales Hiring AI SMB Scale 281

Chart Mogul

JANUARY 9, 2025

So read on, and hopefully, your SaaS sales journey will be less about trial and error and more about steady progress toward success. Whats important to note is that each model targets a distinct customer persona and, therefore, has a unique approach to the customer journeyfrom brand awareness to sales and, ultimately, conversion.

Scale 52

Scale Sales Hiring Startup Sales Recruiting 52

Intercom, Inc.

JUNE 21, 2018

Whether you’re at an early-stage startup that’s just made its first sales hires, or part of a fast-moving sales team in a large organization, the key to success often comes down to efficiency. That means your focus should be on building the right customer profile and developing precise messaging to reach them.

Sales Hiring 183

Sales Hiring Scale Sales Recruiting Technical Advisors 183

Chaotic Flow

AUGUST 18, 2015

SaaS businesses develop intimate, long term relationships with their SaaS customers. Churn Starts on Day One. It begins, because churn starts on day one. Separating hunters and farmers is a common SaaS sales best practice. As much as we love our teams, they don’t have economies of scale. Onboard in Real Time.

Customer Success 138

Customer Success Underperforming Technical Team Scale SaaS 138

Sales Hacker

MAY 15, 2019

The truth is, you need to know when to fire a sales rep. I learned these lessons the hard way, from painful personal experience in leading teams for multinationals. Keep reading as I share my hard-won lessons, so you’ll know without a doubt when to fire and when to invest in an underperforming sales rep. When to let go.

Underperforming Technical Team 84

Underperforming Technical Team Sales Hiring Development Team Review Sales 84

Intercom, Inc.

MAY 14, 2019

Mid-market and enterprise sales deals are undeniably complex. Successfully managing complex sales requires a different level of visibility into your deals. When I first took over this account, the business relationship was trending poorly and the customer was at risk of churning. 2 critical security and compliance inquiries.

Scale 147

Scale Management Underperforming Technical Team Sales 147

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. Why you need to track business metrics for Shopify App Developers 10 business metrics for Shopify App Developers 1.

Payment Solutions 98

Payment Solutions Outsourced Development Underperforming Technical Team Metrics 98

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

Sales Hacker

SEPTEMBER 24, 2022

Building a sales funnel that aligns with your business goals is essential. I’m the head of Product at Datanyze, specializing in sourcing up-to-date prospect contact info to keep your pipeline flowing and sales funnel fresh. What is a sales funnel? And then there’s the sales funnel. The 4 stages of a sales funnel.

Sales Funnel 133

Sales Funnel Outsourcing Services Underperforming Technical Team Social Media 133

SaaStr

FEBRUARY 25, 2020

Kathy Lord, SVP of Sage People explains how asking hard questions, embracing feedback and making personal connections with your customers can move the sales journey from prospect to champion. Certainly you’re reducing churn. For example, if you’re getting ready to close the deal, sales team’s pretty darn excited.

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

Intercom, Inc.

NOVEMBER 21, 2019

Tara and her team used it to take a deep dive into the customer’s journey through the product and make a focused effort to truly understand each step along the way. Ultimately, that leads to churn. ” She adds: “We actually don’t use the term ‘churn’ anymore. A different approach is the Jobs-to-be-Done framework.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

Sales Hacker

APRIL 21, 2020

When I first wrote this article, we were in a very different place, with unemployment at an all-time low and sales hiring a top priority. Part two of this scorecard series will help you create a sales interview scorecard to land that sales role you’ve been dreaming about. Sales chops. What sales system do we use?

Sales Hiring 125

Sales Hiring Interviewing Sales Recruiting Underperforming Technical Team 125

SaaStr

JANUARY 10, 2020

.” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc. It’s all we know.

Sales Hiring 173

Sales Hiring Scale Underperforming Technical Team Onboarding 173

User Pilot

APRIL 22, 2024

Extract feature development insights. Involve cross-functional collaboration with the sales team, product team, engineering, and other relevant stakeholders. This type of analysis helps identify which features contribute positively to your product’s value and which might be redundant or underperforming.

Underperforming Technical Team 105

Underperforming Technical Team Software Review User Experience Retention 105

Baremetrics

OCTOBER 7, 2021

For example, if your conversion ratio is low, is that because your marketing team is bringing in poor leads, your sales team isn’t succeeding in converting high-quality leads, or your development team hasn’t put the best parts of your platform at the front for a successful free trial? Try Baremetrics free.

Payments 98

Payments Sales SaaS Payments Underperforming Technical Team 98

Intercom, Inc.

JANUARY 31, 2019

And as the organization grows, the work involved to get teams aligned on who you’re selling to and how you’re selling is not something to be taken for granted either. Ambient Strategy founder and CEO April Dunford on the symptoms of weak positioning. Salesloft CMO Sydney Sloan on aligning sales, marketing and support.

Underperforming Technical Team 165

Underperforming Technical Team Scale Benchmarks Sales 165

SaaStr

JULY 29, 2019

What Order Should You Hire Your Management Team In? #4. They don’t go meet prospects in person, which is bad enough … because the competitor that does wins the deal. And less churn. You’ll likely look back and realize you put too many folks into sales roles versus customer success. You gotta be there.

Sales Hiring 230

Sales Hiring Venture Capital Scale SaaS 230

Sales Hacker

NOVEMBER 18, 2020

But if sales is a dance, it’s jazz, not ballet. According to a survey by Salesforce last year , the top 20% of sales teams last year are almost 3x more likely to say they have been focusing on personalizing customer interactions. They’ll feel like you don’t really understand their issue, and you’ll lose the sale.

Sales Hiring 133

Sales Hiring Underperforming Technical Team Sales Social Media 133

Kellblog

JULY 8, 2020

” Mark’s been a startup CEO twice, selling two companies in strategic acquisitions, and he’s run worldwide sales and channels a few times. Mark’s a seasoned startup executive, he’s go-to-market oriented, and he has some large-company chops that he developed earlier in his career.

Sales Hiring 144

Sales Hiring Startup Software Review Enterprise 144

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Totango

MAY 2, 2022

To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. . Operationalizing Your Teams is Essential.

Underperforming Technical Team 112

Underperforming Technical Team Customer Success Finance Enterprise 112