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.

Scale 299

Scale Scaling Outsourced Development compliance 299

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 5M in ARR b/c we were too small a co and compliance dept blocked renewal (shoulda raised price I guess…) ” — Jared Hansen, CEO Thrilling Foods. “Have better Onboarding.”

CTO Hire 328

CTO Hire Sales Hiring New CTO CTO 328

SaaStr

JANUARY 30, 2023

This insight led Deel to focus on solving payments and compliance. Building revenue operations to support sales Deel had onboarded nearly 100 clients, reports showed good traction, and it was time to leverage this opportunity. Once onboard, get regular input from your sales, support, and customer success teams.

Sales Hiring 279

Sales Hiring Payment Services SaaS Payments Scale 279

FastSpring

JANUARY 29, 2021

Some of the updates to our platform include faster seller onboarding, support for more languages, and a play-by-play rundown of how we’ve made PSD2 compliance effortless for our sellers. Made PSD2 Compliance Easy for Global Sellers. Enhanced Our Platform for FastSpring Seller Onboarding.

Merchant Services 78

Merchant Services Payment Services Payment Methods compliance 78

SaaStr

JULY 18, 2023

Hypergrowth in today’s highly competitive and budget-constrained SaaS world may be less frequent now, but Vanta, the software tool empowering security companies to achieve compliance and manage risk, has defied the odds. With a multi-billion dollar valuation and a trajectory to double growth annually, Vanta is seizing the spotlight.

Strategy 246

Strategy Scale Sales Hiring Startup 246

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

DECEMBER 19, 2024

We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, adoption, renewals and expansion, advocacy, and innovation.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

User Pilot

APRIL 26, 2023

Building awesome user onboarding experiences requires a great deal of effort when starting from scratch. So we’ve collected onboarding UX examples from other companies to inspire you! Here are 17 user onboarding examples to help you create great user onboarding flows. What is onboarding UX?

Onboarding 98

Onboarding Customer Lifetime Value Social Media Education 98

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. Follow Adi on LinkedIn.

VP of Engineering 98

VP of Engineering Customer Success Outsourcing Services Technical Review 98

Valuize Consulting

DECEMBER 17, 2024

Defining the right Customer Success Manager (CSM)-to-account ratio is a nuanced challenge. This applies to any customer success focused role assigned a portfolio of accounts. Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

Customer Success 98

Customer Success AI ChatGPT Management 98

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

ChurnZero

OCTOBER 22, 2021

Customer Advocacy: How to Get Your Customers and Customer Success Team Invested. At ChurnZero’s virtual RYG, we held a panel discussion with Customer Success leaders who offered up their best advice on how to get both your customers and your team invested in your customer advocacy program.

Customer Success 96

Customer Success Investment Systems Review Technical Review 96

Intercom, Inc.

JANUARY 5, 2022

In today’s data-driven SaaS scene, these can affect hundreds of millions of users and cause damage in the billions of dollars, and as compliance frameworks become requirements to do business, businesses are turning to third-party services that can help expedite and facilitate the process. SOC 2 compliance: A Beginner’s Guide.

Scale 211

Scale Software Review compliance Technical Review 211

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

SaaStr

OCTOBER 15, 2019

So one place would be in your customer success organization. We were doing more customer support, less customer success. It was less about making sure that customers were happy and individually reaching out to them. So that means retooling your customer success organization. Thanks Allie.

Underperforming Technical Team 223

Underperforming Technical Team Sales Hiring SMB Enterprise 223

Intercom, Inc.

MAY 24, 2018

One of our first products was a Watchlist API, which is for OFAC compliance. Enabling customer success. What was it like for you as you brought sales and customer success on board? We brought true customer success on a little bit too late. Adam: How are you defining customer success in your context?

Data 182

Data Scale Underperforming Technical Team Sales Hiring 182

ChurnZero

JANUARY 3, 2020

Lessons Learned about Building Remote Customer Success Teams from 4 Years on the Job. Author: Ingmar Zahorsky , VP of Customer Success, ChartMogul. ChartMogul hasn’t always been a remote company, but the customer success team started with remote in mind. Jumpstart customer success with great self-help tools.

Customer Success 64

Customer Success Sales Hiring Scale Onboarding 64

Stax

MARCH 18, 2025

Often abbreviated to CLV or LTV, this is the amount of revenue generated by a customer as long as they have an account with your SaaS company. Customer acquisition cost. Your CAC is how much you spend on acquiring and onboarding a customer, and can include marketing, communications, sales, and other expenses.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

SEPTEMBER 2, 2024

The onboarding checklist completion rate was one of the highest (20.5%). Onboarding checklist completion rate. The compliance rules, for example, regarding patient data security, add friction to the user journey, which has an impact on their activation. Healthcare Product Metrics Benchmarks: customer activation rate.

Healthcare 105

Healthcare Benchmarks Metrics Onboarding 105

User Pilot

SEPTEMBER 4, 2024

From the article, you will discover the principles of effective process design and learn how to design streamlined processes for your product , marketing, customer success, sales, and design teams. Effective process design leads to higher efficiency, better consistency , improved product quality, better ROI , and enhanced compliance.

Business 105

Business Scale Customer Support compliance 105

FastSpring

JANUARY 27, 2022

This score then determines how we’ll manage the relationship through onboarding and customer success, including whether they need further education on the benefits of marketing attribution or more advanced advice on how else our product can bring operational and strategic improvements across their business.”.

Merchant Services 146

Merchant Services Payment Services SaaS Payments Payment Solutions 146

CustomerSuccessBox

MARCH 2, 2022

The global customer success software market share will rise in 2022. The accelerating growth in the customer success industry is due to: Digitization, Increased volume of data, and Advanced analytics solutions. Where customer retention and customer satisfaction are the crucial factors they work upon.

Software Review 52

Software Review Customer Success Software Transportation 52

User Pilot

JANUARY 19, 2025

Instead, it is to identify the right and wrong types of friction and remove the bad friction to create a holistic user onboarding journey. Are there any known complexities in your onboarding flow or key features? However, as their customer base grew, this approach became unsustainable. The goal isnt to eliminate all friction.

Onboarding 52

Onboarding Software Review User Experience Churn 52

User Pilot

MARCH 29, 2023

If you’re after the answer to this question, here’s our in-depth comparison of 4 different user onboarding platforms : Userpilot Appcues UserGuiding Chameleon Let’s check out which of them offers the best features for your use case and the most competitive pricing plans! Its customers are mostly medium-sized companies.

Software Review 98

Software Review Underperforming Technical Team Technical Review Onboarding 98

Sales Hacker

JANUARY 8, 2021

Gain agreement from everyone involved on market status, product, marketing, customer success investments, success metrics, and timeline. Most reps will need local language, data centers, and compliance , but it’s unlikely you’ll enter the market with all of these figured out. These are big investments that take time.

Sales Hiring 115

Sales Hiring Sales Recruiting Sales Technical Review 115

Upscope

JANUARY 23, 2021

You can go slightly crazy figuring out how to onboard and train employees and customers on software because it requires swimming through lots of abbreviations like DAP, LMS, Internal KB, as well as help centre, customer knowledge base, and corporate Wiki. What training and onboarding problems does software create?

Software Review 52

Software Review Onboarding Software Systems Review 52

SaaStr

AUGUST 15, 2020

So I’m Nick Mehta, CEO of Gainsight and you probably have heard of Gainsight in the world of customer success and really excited to have two different voices in the world of how companies think about their customers. Jay Snyder: Today I have to manage and track health and my customer success, right?

Payment Methods 274

Payment Methods Merchant Services Scale Payments 274

SaaStr

JULY 2, 2019

The sales organization, and the customer success, the CSMs, and professional services team makes up a meaningful percentage of the overall company at Slack right now. We’re about 13 or 1400 employees, and a good portion of us are in sales and customer success. Kevin : Three years later, we’re grateful.

Enterprise 171

Enterprise Scale Sales Hiring SMB 171

Stax

JUNE 18, 2024

TL;DR Subscription management software automates key parts of the subscription model such as billing, invoicing, and customer relationship management, reducing administrative tasks for your team. Activating the subscription and onboarding.

Payment Features 88

Payment Features Payment Solutions Payment Services Payments 88

CloudGeometry

MARCH 22, 2022

Using logging to track, compliance, traceability, resource utilization, and system behaviors are a core competence for application of log data. Depending on the kind of SaaS you offer, there’s a lot to learn from talking to customers about your product. To get to the next level, you want to know what customers are doing.

DevOps as a Service 130

DevOps as a Service Software Delivery Well Architected Framework AWS 130

User Pilot

MARCH 14, 2023

It allows you to collect user feedback , design and run in-app onboarding experiences , and track their performance. Key strengths of Chameleon include high levels of customization and robust feedback and segmentation features. 1 Launcher for in-app self-support and onboarding. You can use it for employee onboarding too.

Pricing 98

Pricing Software Review Onboarding Enterprise 98

SaaStr

JANUARY 6, 2023

In this session, Attentive Co-founder & CEO Brian Long walks through some of the lessons learned at Attentive on their path to over 5,000 customers in 5 years. He’ll dig into real-world examples for reducing friction in sales, product, and customer success.

Enterprise 130

Enterprise Sales Funnel Innovation Branding 130

User Pilot

FEBRUARY 15, 2023

Not affordable for really small startups: $249 per month may sound like a small fortune, especially if you don’t have anyone on your team to work on your onboarding and product adoption experiences. Works only for user onboarding , not employee onboarding. Userpilot review on G2. Product analytics tools: Pendo.

Software Review 98

Software Review Management Systems Review SaaS 98

User Pilot

OCTOBER 26, 2023

Personalized onboarding allows users to learn how to use the product and reduce time to value. Instead of forcing users to contact customer support or customer success teams, product-led businesses offer users on-demand support through knowledge bases , resource centers, and in-app guidance.

Outsourcing Services 103

Outsourcing Services Onboarding Customer Support Customer Lifetime Value 103

User Pilot

AUGUST 5, 2023

Analyzing data is the key to achieving customer success and product growth. The right software will also ensure ethical compliance and alignment with your company’s data protection policy. Although there are many such software, not all would provide adequate services or ensure customer satisfaction.

Data 98

Data Customer Lifetime Value Underperforming Technical Team Data Analysis 98

User Pilot

FEBRUARY 24, 2023

TL;DR Appcues is a product adoption platform that allows you to track and analyze product usage and design onboarding experiences to drive feature and product adoption. Flows are sequences of onboarding UI patterns , like modals, slideouts, hotspots, and tooltips. Let’s get right to it, shall we? Appcues is a product adoption platform.

Software Review 98

Software Review Onboarding Engagement Pricing 98