Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. From reactive to proactive customer support.

Scale 223

Scale Customer Success Scaling B2B 223

ChurnZero

NOVEMBER 26, 2024

This is a guest article by Swati Garg , founder and CEO, Melo Associates , and Lindsay Lynch , senior recruitment consultant, Melo Associates , a recruitment firm focused on customer success hiring for SaaS and tech companies nationwide. For example, “Enterprise Customer Success Manager”.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

FastSpring

JANUARY 26, 2024

With years of experience at managing customer success (CS), Jake Dipple knows how important it is to foster collaboration between businesses and their customers. In this episode of Growth Stage, host and CMO of FastSpring David Vogelpohl interviews Jake about his thoughts on: What Customer Success is at a high level.

Customer Success 158

Customer Success VP of Engineering Payments Payment Methods 158

ChurnZero

OCTOBER 25, 2024

There are so many questions to answer when considering how to scale a customer success team. Whatever the decade it originated, if you fast forward to today, this concept certainly crosses many customer success leaders’ minds as they’re considering growing their teams. So, why does any of this matter in customer success?

Scale 52

Scale Underperforming Technical Team Customer Success Scaling 52

ChurnZero

DECEMBER 6, 2024

Far too many customer success organizations know they need to start implementing digital customer success, but just dont know where or how to start. Self-serve digital resources for customers to overcome technical issues. The four pillars of an effective digital customer success program. Integrations.

Customer Success 52

Customer Success Social Media Education Engagement 52

FastSpring

AUGUST 6, 2024

There is a level of skepticism that you want to use when communicating with taxing authorities, enough to satisfy the question but not too much to provoke additional inquiries. The post Avoid Global Tax Headaches With FastSpring: A Customer Success Story appeared first on FastSpring. Set up a demo or try it out for yourself.

Merchant Services 167

Merchant Services Payment Services Outsourcing Services SaaS Payments 167

Intercom, Inc.

JANUARY 27, 2021

Built to help brands connect with their customers in more meaningful ways, Typeform is an interactive survey platform with a vision to create a world of more personal business relationships. Focused on realizing that vision by empowering and supporting their customers is Christine Werner, Typeform’s Senior Director of Customer Success.

Customer Success 165

Customer Success Machine Learning Artificial Intelligence Branding 165

User Pilot

JULY 29, 2024

Looking for the best customer success management software to power up your product growth strategy, but you are overwhelmed with so many options in the market? TL;DR Customer success software refers to tools that help manage customer experiences and drive customers toward their desired outcomes.

Customer Success 105

Customer Success Software Management SaaS 105

ChurnZero

APRIL 4, 2025

How can you make the most of this new form of media, and how are customer teams already using it? We caught up with Synthesia customer success leader Lee Beddows at ChurnZero’s annual conference and asked him to share his tips and best practices on AI video for customer teams.

AI 59

AI Customer Success Engagement Technology 59

ChurnZero

MARCH 24, 2025

Too many customer teams are still relying on mismatched technologyand it’s holding them back. ChurnZeros latest Customer Success Leadership Study found that technology adoption shifts depending on company size by revenue. A CRM is a great tool for sales operations, but it falls short for customer success needs.

Technology 52

Technology Customer Success Scale ChatGPT 52

SaaStr

DECEMBER 2, 2021

24 SaaStr 195: How To Truly Understand The Politics of Selling to Enterprise, Why Current Org Charts Are Upside Down and What Your Customer Success Team Has To Be Obsessed with Doing with Dan Reich, Founder & CEO @ Troops.ai. #23

Scale 314

Scale Benchmarks Enterprise Leadership 314

Totango

NOVEMBER 16, 2023

That’s why Totango now offers powerful integrations with leading email and scheduling providers, including Gmail , Outlook , Google Calendar , and Outlook Calendar , to help make every touchpoint, every moment, and every communication with customers more streamlined and effective. billion active users worldwide.

Customer Success 114

Customer Success Operational efficiency. Communication Churn 114

Valuize Consulting

NOVEMBER 25, 2024

In today’s competitive SaaS landscape, Customer Success has emerged as a vital strategic asset, driving revenue growth and long-term profitability. However, to fully unlock its potential, companies must go beyond qualitative insights and bring data into the decision-making process within Customer Success ranks and investments.

Payment Services 52

Payment Services SaaS Payments Customer Success Payments 52

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

User Pilot

JUNE 26, 2024

Customer success webinars are a great way to unlock insights about improving your customer experience and product engagement. Plus, they help you connect with and learn from other customer success leaders and teams. Featuring : Adam Thomas, product management expert, and Lusine Sargsyan from Userpilot.

Customer Success 105

Customer Success Onboarding User Experience Engagement 105

SaaStr

APRIL 20, 2024

Marketing teams can make a 20% improvement in customer NPS or customer success within one quarter. Founders should encourage honesty and feedback from customers, even if it’s negative. Building a Brand Building a brand is essential for long-term success.

Sales Hiring 306

Sales Hiring Startup Marketing Technical Review 306

User Pilot

FEBRUARY 22, 2024

Customer communication skills are a cornerstone of any business. This guide will go over 10 best practices that will help you improve product engagement , nurture customer relationships, and increase retention rates! Personalize customer communications based on user expectations. Nurturing relationships.

Communication 105

Communication Outsourcing Services Strategy Payment Solutions 105

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! Let’s dive right in!

Customer Success 105

Customer Success Customer Lifetime Value Retention Onboarding 105

ChurnZero

JULY 31, 2024

And I completely understand that when you’re just starting to build a digital customer success strategy and program, email is often the simplest, fastest low-hanging fruit. But digital customer success is more than just sending automated emails. By using channels outside of email, of course!

Customer Success 105

Customer Success Engagement Technical Review Consulting 105

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Compensation Management Consulting 101

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities.

Sales Hiring 259

Sales Hiring Scale Pricing Customer Success 259

ChurnZero

JANUARY 17, 2025

When your CFO doesnt see the direct link between customer success and the financial metrics they track, its harder to persuade them to invest in CSwhich can ultimately lead to preventable churn. What are the top takeaways for working more effectively with your CFO as a customer leader?

Customer Success 52

Customer Success Benchmarks Headcount Scale 52

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

SaaStr

MARCH 19, 2020

A true enterprise dashboard communicates value to all stakeholders. Make it a core asset for your sales and customer success team. They look like summary pages. But a true enterprise dashboard is something different, and magical. It’s much more than a summary page. Don’t make your dashboard a throw away.

SMB 363

SMB Enterprise Innovation Communication 363

User Pilot

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 99

Customer Success Retention Software Review Customer Lifetime Value 99

User Pilot

JANUARY 22, 2024

What are the most common customer success models? What factors should you consider when choosing one for your SaaS business to provide the best assistance to your customer ? TL;DR Customer success models are frameworks that help organizations ensure that customers can use their products effectively to realize their goals.

Customer Success 103

Customer Success Sales Hiring Scale SaaS 103

SaaStr

MAY 28, 2024

If you’re looking for someone good at demand gen, don’t hire someone on LinkedIn whose first line is labeled “strategist,” “corporate marketer,” or communications anything. On a related note, instant ROI destroys customer success and relationships with customers. That is everyone’s number one source of new customers.

Sales Hiring 311

Sales Hiring Scale AI Search AI 311

SaaStr

AUGUST 2, 2024

From there, you have to align sales and marketing communications as much as possible. Another aspect of evolving strategies was focusing on the post-sales side with a dedicated customer success team at Canva. This forward-looking team was focused on helping the customer understand the maximum value of the product early on.

Scale 288

Scale Sales Hiring Sales Enterprise 288

SaaStr

OCTOBER 20, 2020

By properly communicating and marketing to them? Great Customer Success Managers Can Be Accretive Managing Just $800k-$1m in Existing ARR Within 9-12 Months. A lot of mature SaaS companies use the metric of ~$2m in ARR per customer success rep. And you don’t have a great VP of Marketing yet.

Sales Hiring 344

Sales Hiring Headcount Engineering Banking 344

SaaStr

SEPTEMBER 23, 2021

A few titles that IMHE are flags: “VP of Product Marketing” or “VP of Corporate Marketing” or “VP of Communications” for a VP of Marketing job. A “VP of Sales & Customer Success” for a VP of Sales job. So really, really dig in when you meet folks with these titles. Hire her.

Sales Hiring 328

Sales Hiring Sales Recruiting Growth Hacking Product Marketing 328

SaaStr

NOVEMBER 21, 2020

How to manage customer success. No structured communication with the prospects you do have, no matter how few. For customer success, it’s at least improving NPS and CSAT in one quarter. How to hire a great VP of Sales (tons on that here ). What a great VP of sales really does. When to hire her (more here ).

Sales Hiring 357

Sales Hiring Scale Sales Recruiting Engineering 357

User Pilot

OCTOBER 31, 2024

This workflow should detail how data will be collected, processed, and analyzed (and by who), as well as how insights will be communicated across the organization. Then, the product team would relay insights to the marketing and customer success teams to ensure alignment across departments. How will it be analyzed?

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

Tom Tunguz

FEBRUARY 26, 2025

Your company can employ pricing to communicate to the market whether your product is a premium, mid-market or low cost alternative. 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

Totango

APRIL 4, 2024

If you asked your customer success (CS) and sales leaders this question, what do you think each of them would say? Revenue retention hinges on the collaborative efforts of CS and sales teams as they collectively shepherd customers throughout the lifecycle journey, from acquisition to retention and expansion.

Customer Success 94

Customer Success Retention Revenue Sales 94

Tom Tunguz

MARCH 19, 2020

First, transparent communication. David Sacks wrote Happy Talk versus Hard Talk , which is an excellent post on how to communicate during a crisis. As you articulate communication plans, speak with transparency, candor, and gravity. Most SaaS companies will have existing customers. Others may benefit from it.

Startup 247

Startup SaaS Payments Payment Services Payment Methods 247

SaaStr

NOVEMBER 12, 2020

Regardless of the size or stage of your company, the “Why” of turning upmarket must be understood and communicated throughout the company. Our panel said it’s crucial to define an initial Ideal Customer Profile (ICP) before building a team for an upmarket effort. 3 – Sustain. Key Takeaways.

Scale 299

Scale SMB Sales Hiring Enterprise readiness 299

SaaStr

NOVEMBER 24, 2020

Gainsig ht works to help businesses build deep and lasting relationships with their customers through their very own Customer Success platform. This platform allows customer-centric businesses to deliver exceptional ex periences everyday. Unlocking the magic of communications that are improving human experience.

Scale 298

Scale Scaling Outsourced Development compliance 298