SaaStr

OCTOBER 15, 2019

Lots of us fantasize about moving upmarket, but are unsure of how to get started, is it just a matter of hiring a team of SDRs and getting them to hit the phones? So as Lauren sort of alluded to, we started by focusing on SMB’s. Today we’ll be talking about five ways to effectively move up market.

Underperforming Technical Team 222

Underperforming Technical Team Sales Hiring SMB Enterprise 222

Baremetrics

JANUARY 24, 2021

Anyone managing a SaaS or subscription business is aware of customer churn. That means achieving any essence of “growth” requires replacing lost customers faster than the rate at which they churn. Managing churn is much like a constant game of plugging holes in a bucket so that you can eventually have a “rising tide” of water.

Churn 71

Churn SaaS Payments Payment Methods Payment Solutions 71

Chart Mogul

MAY 30, 2019

Ingmar, our VP of Customer Success, and our support team cracked the code on first response time and measuring NPS. Keenly aware of the effects of churn , we agreed to implement a more formal plan to proactively engage and learn from our key accounts. Determine what your success framework should include — what does this team own?

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Underperforming Technical Team Development Strategy Management 78

Baremetrics

NOVEMBER 9, 2021

Develop a Full Marketing Strategy 2. Lower Churn Prepare for a Sale Where to Sell Going it Alone Through a Private Sale Working With a Broker for a Win-Win Situation. Important SaaS Metrics and Unit Economics Unit economics and SaaS metrics like churn rate will always be important. Table of Contents. Why Would You Sell?

SaaS Payments 105

SaaS Payments Technical Review Development Team Review Software Review 105

How To Buy Saas

FEBRUARY 25, 2025

Effective sales teams are also 81% more likely to be consistent CRM users , underscoring how vital these systems are for success. By the end of this guide, youll have a clear understanding of each platforms strengths, weaknesses, and ideal use cases. Rapid SMB adoption with 200K+ customers. Lets dive in!

Scale 52

Scale Underperforming Technical Team Technical Review Software Review 52

Sales Hacker

APRIL 21, 2020

In my experience, getting caught up in shiny objects (like great numbers) during the hiring process is a straight line to Disasterville, and when the cost of a bad hire is painfully significant , it pays to take a measured approach. Also: What are the top performers in my current team doing? This is a team effort.

Sales Hiring 124

Sales Hiring Interviewing Sales Recruiting Underperforming Technical Team 124

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. Short on time?

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Sales Hiring Scale Sales Recruiting Technical Advisors 183

FastSpring

JANUARY 27, 2022

Each of the companies Jon worked with lowered churn by creating a better notification process, including a reminder about their renewal six weeks prior to the billing cycle. In this piece, we offer seven case studies from SaaS companies — small tweaks they made to reduce churn and increase customer LTV. Small things matter,” Jon added.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

Point Nine Land

JUNE 18, 2023

By conducting a cohort analysis, you can track customer behavior, retention, churn, and revenue over time. Should I look at churn or retention cohorts? That said, I tend to look at churn when talking about customers/logos and retention when looking at revenue/dollars, but that might be just a personal preference.

SaaS Payments 128

SaaS Payments Payment Services Payments SaaS 128

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

ChurnZero

JUNE 11, 2021

Customer health scores give Customer Success teams a deep understanding of a customer’s health and are a leading indicator that there may be an issue with an account or customer. As you accumulate more customer data, and tweak your scoring based off that data, the better your health score will be at predicting churn. The customer left.

Software Review 96

Software Review Systems Review Underperforming Technical Team Scale 96

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. So how do you create a strong, enterprise-ready team? Not just support on steroids: How to build a customer success team.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

SaaStr

JULY 29, 2022

There was another company I invested in called Automile, that for a while was quite successful in SMB fleet tracking, tracking where your fleets of vehicles are. And we’re about to add basically a team collaboration tier on top of the product. And you have to allow that, in fact, you have to support that in your sales team.

Scale 277

Scale Scaling Sales Hiring Enterprise 277

SaaStr

SEPTEMBER 13, 2020

374: ZoomInfo founder and CEO Henry Schuck shares how he built a business from scratch and grew it into one of the most successful IPOs of the 21st century—and what it was really like…the good, the bad, and most of all, the ugly. If you think of this from a market size standpoint, there’s often this debate, is that good or bad?

Sales Hiring 235

Sales Hiring Scale Payments Cloud 235

Baremetrics

AUGUST 29, 2021

Let’s say your ICP is a web developer running a startup on the East Coast. This will result in poor open and response rates. Apollo’s full plan comes with an SMB level price tag; as a startup, you probably want the basic plan. Get deep insights into your company's MRR, churn and other vital metrics for your SaaS business.

Scale 97

Scale Startup Sales Hiring Sales 97

Totango

JULY 8, 2021

To move away from this pattern, we suggest organizations put in place an early customer warning system that enables their customer success team focus on proactive customer retention. We find this solution works best for teams operating in a high- to medium-touch engagement model. How to Build An Early Customer Warning System.

Systems Review 66

Systems Review Underperforming Technical Team Payment Features Churn 66

SaaStr

OCTOBER 31, 2019

Before I joined the venture capital industry many years ago, I was a software developer, and I worked for a startup around the 2000 time period. Contrast that with companies that might also sell into the SMB segment of the market where the ASPs, the average deal sizes are lower. I think it’s a really staggering stat.

Cloud 113

Cloud Scale AWS Machine Learning 113

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! the stuff that Customer Success teams are really meant to do). One customer success trend I’m seeing is the need to develop more repeatable customer education programs. Internally owned by the CSM, and collaborated on across teams. Let’s talk 2019 predictions.

Customer Success 73

Customer Success SaaS Payments Payment Services Payment Solutions 73

CustomerSuccessBox

OCTOBER 5, 2021

Know your North Star KPI Setting up CS team as per those KPI Choose the right CS tool Track, Measure, Improve and build collaborative teams. Business KPIs- NRR, Renewal rate, MRR churn, etc. NRR = [(Revenue from renewals + Revenue from upgrades– Revenue lost due to churn and downgrades) / MRR at the beginning of the month].

Customer Success 59

Customer Success Technical Review Sales Hiring Underperforming Technical Team 59

Chart Mogul

SEPTEMBER 15, 2023

We trust leaders to make decisions on what tools they need to get the most out of their teams. Guide to SaaS Revenue Recognition and Deferred Revenue in SaaS by Ben Murray, The SaaS CFO SaaS revenue recognition is an ongoing priority for SaaS accounting teams. Keep an eye out as we will be making regular updates.

Scale 52

Scale Underperforming Technical Team Sales Hiring SaaS 52

ChurnZero

JANUARY 4, 2019

Firstly- Happy New Year Churn Fighters! the stuff that Customer Success teams are really meant to do). One customer success trend I’m seeing is the need to develop more repeatable customer education programs. Internally owned by the CSM, and collaborated on across teams. Let’s talk 2019 predictions.

Customer Success 49

Customer Success SaaS Payments Payment Services Payment Solutions 49

Sales Hacker

OCTOBER 15, 2018

If you missed episode 28, check it out here: PODCAST 28: How High Growth SaaS Companies Build and Lead Sales Teams w/ Chris Degnan. Aircall is a phone system designed for the modern sales team. Outreach triples the productivity of sales teams and empowers them to drive predictable and measurable revenue growth.

Customer Success 58

Customer Success Scale Underperforming Technical Team Retention 58

User Pilot

FEBRUARY 21, 2023

Its implementation can be time-consuming and challenging for non-technical team members. Product-led growth may be a bit of a buzzword, but achieving no-code growth is particularly important for SaaS companies with low ACV, freemium models, and generally those in the SMB sector. A great alternative to Pendo and WalkMe is Userpilot.

Software Review 52

Software Review Technical Review Onboarding Underperforming Technical Team 52

Upscope

JANUARY 4, 2021

Intercom developed one of those typical guidance systems you see when you sign up to a new website. They want to understand the pricing, the team management options, the possible future cost and lots more. You could ask them to book a demo with your sales team and some people prefer that. Well, that's how I think of it.

Software Review 52

Software Review Systems Review Technical Review Scale 52

SaaStr

MAY 27, 2024

To IPO, companies need to triple their market share in their core market and have a churn rate of less than 3-4% per month. When evaluating early-stage startups, it’s crucial to assess the CTO and CEO, rather than the entire management team, as companies with 10 or fewer employees may not have a fully developed management structure.

CTO Hire 297

CTO Hire Development Team Review Software Review Technical Review 297

SaaStr

JANUARY 28, 2020

Jason : And two things, I founded EchoSign because we had SMBs and enterprise customers. The SMBs during the recession churned at a massive rate, right? Our monthly self-service churn went from like 3% to like 9%, right? If something bad happens, you’re going to have to cut your burn, probably. We were wrong.

Sales Hiring 246

Sales Hiring Scale Underperforming Technical Team Sales Recruiting 246

SaaStr

APRIL 14, 2023

Mistake #1: Viewing Investors Only As Capital As founders build a team, they focus on obtaining complementary skill sets. Of course, building great teams and finding product market fit is critical, but don’t forget about product investor fit. Enterprise will likely have a different problem set vs. an SMB. That’s a mistake.

Development Team Review 264

Development Team Review Technical Review Underperforming Technical Team SMB 264

SaaStr

JULY 12, 2022

You have to create a repeatable process if you’re going to scale up the sales team. The Number One Job of a VP Sales is Recruiting a Great Team. But let’s step back a minute, you’ve got three reps on your team already, doing whatever revenue, four, and you want to triple your revenue. Whatever you do, hire two.

Sales Hiring 290

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 290

User Pilot

FEBRUARY 12, 2025

Every SaaS company faces problemsproduct performance issues, low NPS, churn. This guide breaks down a simple, step-by-step RCA process designed for SaaS teams. This guide breaks down a simple, step-by-step RCA process designed for SaaS teams. Lets say theres an increase in churn of 9%. When is it happening? Path analysis.

Technical Review 59

Technical Review Software Review Churn SaaS 59

SaaStr

AUGUST 12, 2022

But it sounds like the bad news is you’ve got a limited runway. It’s not the investor’s problem if you have an expensive team. They know everyone, and if they don’t, someone on their vast team does. Like if you have a three people in a team, what do you think that is recession proof right now?

Scale 245

Scale SaaS Payments Scaling SaaS 245

SaaStr

NOVEMBER 22, 2019

Before Optimizely, Travis spent 6 years at Salesforce in a number of sales roles including building the first Platform Sales team. What does Travis advise founders when it comes to uniting customer facing teams? * What does Travis advise founders when it comes to churn analysis? Loving our podcast content?

Underperforming Technical Team 205

Underperforming Technical Team SaaS Payments Payment Services Technical Advisors 205

SaaStr

JULY 30, 2020

What are the core metrics founders should measure to determine the effectiveness of their reps and sales teams? How does this differ between SMB and enterprise? So what would end up happening, of course, is they wouldn’t adopt, they wouldn’t utilize, and of course, they’d churn. I had to onboard reps.

Part-Time VPE 288

Part-Time VPE Scale Sales Recruiting Sales Hiring 288

SaaStr

MARCH 13, 2020

Pipe’s lending model is so centered around churn prediction, what does their churn analysis look like at Pipe? How does Harry think about the right way to structure churn postmortems? And I guess this was somewhat foreshadowing because I’m now backed by David Saks who is the founding team there. I totally agree.

SaaS Payments 251

SaaS Payments Payment Methods Finance Payments 251

SaaStr

OCTOBER 4, 2019

As for Jeppe, prior to founding Pleo he was the CEO @ Nodes, a design and development house that worked with brands including Loreal, BMW and Lego. Why did Jeppe decide to focus on SMBs from Day 1? How does the product build in the early days differ when building for SMB vs enterprise? What changes? * Missed the session?

Scale 147

Scale SMB SaaS Payments Sales Hiring 147

Kellblog

FEBRUARY 2, 2023

Management teams should prepare themselves for activist investors and adapt their financial profile to keep valuations high. As companies prepare for a potential wave of churn , they put more emphasis on retention than ever before. Why are companies afraid of churn in 2023? Their mission is to drive your churn.

Software Review 136

Software Review Development Team Review Underperforming Technical Team Scale 136

SaaStr

JUNE 28, 2019

Is it best to start at enterprise and work down to SMB or does SMB and work up to enterprise work best? When does SMB pricing turn into enterprise and mid level pricing and so much more. What can founders do to optimize revenue per lead? How does the product have to change with the scaling to enterprise? How do I increase them?

Outsourcing Services 138

Outsourcing Services Scale Sales Hiring SMB 138

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. How does Krish think about purely serving the SMB market? How does he think about the mortality rate of SMBs? What questions reveal the most?

Scale 164

Scale Sales Recruiting SaaS Payments Payment Services 164