Intercom, Inc.

JUNE 19, 2018

On a recent night out in London, Tristan Watson discovered the value of great customer support, when his bag full of electronics, video equipment and personal items was stolen from a pub. Using customer support to drive loyalty, engagement and revenue. 1 obstacle for these executives. 1 obstacle for these executives.

Customer Support 216

Customer Support AI Search Banking Airlines 216

Intercom, Inc.

JULY 1, 2020

Simultaneously, support teams are struggling with spikes in conversation volumes. A proactive customer support approach is the key to regaining control. The typical support “strategy” is to let common issues roll in for support reps to address. What is proactive customer support?

Customer Support 239

Customer Support Scale Education Onboarding 239

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

SaaStr

FEBRUARY 18, 2022

The definition of success will vary from business to business, from customer to customer. That said, customer success is evolving, and the importance of customer success continues to grow. Embed customer success into the core of your business. Offer enhanced value.

Customer Success 279

Customer Success Retention Company Culture Metrics 279

SaaStr

FEBRUARY 15, 2022

And even in the enterprise, losing one big customer can swamp you here in the early days. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. And can’t customer support just do some of this at least? See our deep analysis of this math here ).

Scale 265

Scale Customer Success Sales Hiring Scaling 265

SaaStr

OCTOBER 17, 2022

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future. When should you start customer success?

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

SaaStr

OCTOBER 18, 2024

For years there’s been a QA space where businesses were manually grading thousands of customer success agents. “If you look at the homepage of everyone doing customer support software, like Zendesk, Intercom, or Gorgias and you squint, you know what they all say? It will be a big change and a lot of friction.

Sales Recruiting 311

Sales Recruiting Sales Hiring Scale AI 311

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right?

Sales Hiring 246

Sales Hiring Customer Success Scale Customer Lifetime Value 246

SaaStr

NOVEMBER 27, 2021

If this is your first SaaS company, you may not have ever hired or built a Customer Success team. If you hire a great, experienced Client Success leader as your first hire here, and you like him/her, and the experience is on point — my guess is you’ll be fine. If not, are you sure your have this right?

Sales Hiring 245

Sales Hiring Customer Success Scale Customer Lifetime Value 245

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

SaaStr

NOVEMBER 6, 2020

The answer: everyone in a SaaS company has to do a 2+ hour stint on customer support (chat, phone, whatever) once a quarter, minimum. I spent some time answering customer support calls this week, getting a better sense of what our customers are experiencing… pic.twitter.com/VEAhXkpT6A. I guarantee it.

VP of Engineering 230

VP of Engineering Customer Support PayPal Healthcare 230

Intercom, Inc.

FEBRUARY 24, 2020

Chat sessions were frequently disconnected and customers weren’t able to track the resolution of their issue over multiple chat sessions. These kinds of technical issues were preventing the Hostinger customer success team from providing the kind of customer service they aspired to. The road ahead.

Customer Support 183

Customer Support Technical Review Systems Review Software Review 183

SaaStr

JANUARY 25, 2023

In this episode, Snow shares the journey to realizing the strength of revenue alignment through sales, marketing, and customer success and the principles for implementing this structure to yield tremendous results. This structure drove the company to a $2.5 billion-dollar acquisition by Bill within five years.

Customer Success 246

Customer Success Revenue Marketing Sales 246

SaaStr

MARCH 23, 2025

How Much of Customer Support Will AI Replace? The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #4. Redpoint: 31% of All VC Money Last Year Went Into Just 20 Deals #3. The Y Combinator Guide to Perfectly Pitching Your Seed Stage Startup with Michael Seibel #4.

Scale 166

Scale AI Sales Customer Support 166

Intercom, Inc.

APRIL 20, 2021

The challenges facing customer support leaders are more complex than ever. They need to be able to balance efficiency with a great customer experience , meet rising customer expectations , and keep team morale high , all while ensuring that they don’t blow through their budget or burn out their team.

Scale 156

Scale Customer Support Scaling Headcount 156

SaaStr

OCTOBER 16, 2020

We’ve talked quite a bit on SaaStr about Customer Success, and there’s a very specific reason for it. Customer Success can feel like a cost center in Year 1 (and indeed, it is), but by about 18 months out after your first 10 paying customers … it will be your largest profit center. Pretend to.

B2C 326

B2C Customer Success Customer Support Churn 326

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

FEBRUARY 22, 2024

Great SaaS customer support is the key to keeping your customers happy and satisfied with your product. It powers your customer relationships, enabling you to build lasting connections with customers. This article examines how to create an exceptional customer support strategy.

Customer Support 102

Customer Support SaaS Software Review AI Search 102

SaaStr

DECEMBER 25, 2020

Or more simply, sometimes the bottom 10% of your customer base in terms of ACV just takes way too much time. The small guys suck up all your customer success and support resources, even though they make up only a small percent of your revenue. The second largest consumer of support resources was our $15/month customers.

Sales Hiring 339

Sales Hiring Customer Success Customer Support Revenue 339

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

User Pilot

MAY 23, 2024

Customers aren't all the same, so you need different types of customer support to address the needs of different kinds of customers. As a result, you need variety in your customer service solutions to properly assist each customer. Proactive support. Social media support.

Customer Support 104

Customer Support Social Media SaaS AI 104

SaaStr

MAY 25, 2024

Lesson #1: Invest In Customer Support Early Cloudinary strongly believes that customer success and support are enablers of PLG growth and aren’t just a cost center. The developers they hire into CS are engaging as peers with customers and people using the product.

Scale 317

Scale Sales Hiring SaaS Payments Development 317

ChurnZero

NOVEMBER 8, 2024

In the world of customer success, there’s a constant pressure to scale while maintaining that personal touch that keeps customers loyal and engaged. The challenge is that traditional customer support tools are not built to handle “human touch” at scale.

Generative AI 52

Generative AI Scale AI Customer Success 52

ChurnZero

APRIL 25, 2025

And since customer lifetime value and NRR are integral to broader revenue goals, it is time for CS to embrace the predictive, in which strong forecasting begets lower churn. Weve outlined a process for data driven customer success renewals forecasting, plus some extra tips on how ChurnZero can help. Where can you start?

Forecasting 52

Forecasting Customer Success Payments Data 52

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

User Pilot

JUNE 22, 2023

You can improve customer satisfaction by taking the time to reduce customer support load, which includes reporting bugs, canceling accounts, and seeking assistance to complete tasks. Addressing this burden enhances the customer experience, leading to greater overall satisfaction. Book a demo to learn more!

Customer Support 96

Customer Support Underperforming Technical Team Social Media AI Search 96

SaaStr

OCTOBER 20, 2020

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. It’s even true in customer support. Which customers hate, 9 times out of 10. A great one.

Sales Hiring 344

Sales Hiring Headcount Engineering Banking 344

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Technical Review Social Media Underperforming Technical Team 122

SaaStr

JUNE 12, 2022

But I knew this was the wrong way to build a customer-centric company. There was another one I hated on the Customer/Client Success side. And that was customer success managers who were really just farmers — compensated 100% or close to it for Upsells, not Retention. These guys — I don’t know.

Compensation 299

Compensation Customer Success Interviewing Sales 299

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Outsourced Development 112

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

User Pilot

OCTOBER 19, 2024

Customer support : Customers receive quick and helpful answers to queries and issues. For instance, you can launch a CSAT survey after a customer interacts with your support team. For a broader measure of satisfaction, you’ll need to consider other customer success metrics. Userpilot resource center.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Tom Tunguz

MARCH 8, 2020

The customer success team would like help deploying the software to new customers. Most of the time, customers suggest these integrations as part of their feedback to account management and customer support. Different roles in a company may have different goals for channel development.

Scale 349

Scale AWS Consulting Sales Enablement 349

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

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

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 104

Scale Customer Success Scaling SaaS 104