SaaStr

JANUARY 12, 2024

Is it the end of an era for customer success in SaaS? We just wrote up how some of the biggest changes of SaaS are now coming, specifically in Customer Success and Sales. Back in 2015, when didn’t have the data or NRR or GRR of 115 public SaaS companies. The number one insight back then was to put a person on it.

Sales Hiring 320

Sales Hiring Customer Success Scale AI 320

SaaStr

JANUARY 16, 2025

Workato’s SVP of Embedded Sales and Director of Solutions Marketing joined us at SaaStr Annual to talk about how to nurture customers — a great topic in general, but especially for embedded sales and APIs that can take a while to scale. Customer Success. The Second Most Important SaaS Hire? But the results?

Sales Hiring 246

Sales Hiring Scale Sales Churn 246

SaaStr

JUNE 22, 2021

This is a positive trajectory, but it presents a challenge for your customer success efforts: How can you scale your support and CS while still delivering a memorable, quality customer experience? Today’s Critical Challenges For Customer Success . Who is Involved in Customer Success?

Scale 278

Scale Customer Success Scaling Compensation 278

SaaStr

OCTOBER 25, 2024

A few data points: At $800m ARR, Qualtrics was still getting 25% of revenue from professional services. You gotta make those top customers successful, and happy. Many enterprise SaaS companies lose money on services, and only provide them to support the deals and deployments — and success. I say overinvest.

Investment 298

Investment SaaS SMB Enterprise 298

SaaStr

JANUARY 18, 2022

Their success as a business has been grounded in how they prioritize the success of their customers. Kurt Muehmel, Chief Customer Officer at Dataiku, and Jagroop Gill, Enterprise Customer Success Regional Lead at Dataiku share how they built customer success for companies across a range of scales.

Customer Success 274

Customer Success Scale SMB Enterprise 274

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 274

Customer Success Retention Company Culture Metrics 274

SaaStr

FEBRUARY 7, 2025

Consider a hybrid approach : You can start with third-party APIs while building your data foundation, then gradually move to custom solutions as you scale. Domain Data Is Your Secret Weapon Dialpad’s massive advantage comes from their 8 billion minutes of processed conversations.

AI 262

AI Scale Government compliance 262

SaaStr

APRIL 6, 2025

4 Unexpected Learnings from Databricks’ Sales Growth Machine Calendar scraping reveals top performers spend disproportionate time on new prospects – Databricks uses calendar data to track how their best AEs allocate time, discovering that overachievers focus on prospect development over existing accounts.

Scale 202

Scale Sales Hiring Sales Outsourced Development 202

SaaStr

FEBRUARY 21, 2025

Key points about SaaStr Annual : Focus on SaaS: Primarily focused on all aspects of SaaS business including sales, marketing, product development, and customer success. Large Audience: Considered the biggest SaaS conference with a large number of attendees from leading SaaS companies, startups, and venture capital firms.

Software 243

Software Scale Venture Capital SaaS 243

SaaStr

JANUARY 8, 2025

Naturally, their first customer was DoorDash and the quickly captured 95% of the gig economy market in their early days. When Lindsey joined, she inherited an already built-out self-serve/PLG model for small businesses and a mid-market and enterprise sales, customer success, and post-sales team.

Revenue 293

Revenue Scale Sales Hiring Compensation 293

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

SaaStr

OCTOBER 17, 2023

So we’ve been talking about customer success at SaaStr longer than almost anyone else, going back to our very first posts in 2012, including on Second Order Revenue. CLTV Isn’t The Whole Story. Don’t Shortchange Second-Order Revenue. It’s a reminder CSM staffing overall is actually fairly thin at scale.

Customer Success 201

Customer Success Scaling Management Churn 201

SaaStr

FEBRUARY 12, 2022

However, there are practical methods you can use to acquire new customers, drive higher retention, and grow your company. . Gorgias CEO Romain Lapeyre has successfully scaled the Gorgias SMB customer base from 1,000 to 10,000 by relying on data. To help you narrow down your target market, you’ll need to use your data wisely.

SMB 246

SMB Scale Data Scaling 246

Totango

NOVEMBER 21, 2024

In a world where customer expectations are sky-high and data complexity is ever-increasing, Totango Unison is the game-changer that customer success and post-sales teams have been waiting for. Welcome to the future of customer success with Unison. Today, it’s about lighting the path to growth.

Customer Success 62

Customer Success AI Churn Data Analysis 62

SaaStr

NOVEMBER 27, 2024

Onboarding, especially for vertical saas products and tools that oftentimes utilize hardware or require a vendor like a Mangomint to ingest 10+ years of existing data on the fly, is an order of magnitude harder since these businesses are open every day. They don’t have a dedicated person to set up the new software or an IT team.

SaaS Payments 257

SaaS Payments Payments Payment Solutions Payment Services 257

SaaStr

FEBRUARY 5, 2022

Why Customer Success and Product Should be Best Friends. Why Customer Success and Product Should be Best Friends: Lessons Learned with AWS’ Head of Customer Success Harini Gokul. Customer Success is a team sport – we play well with Sales and Solution Architecture.

AWS 246

AWS Customer Success Scale Sales Hiring 246

SaaStr

JANUARY 22, 2023

SaaStr 623: Removing Friction: How to Turn More Than 40% of Your Prospects Into Long Term Enterprise Customers with Attentive Co-founder and CEO Brian Long                  Top Videos This Week: 1. How To Create A Shock-proof Path For Hypergrowth with ActiveCampaign CEO + Dir of Customer Success 2.

Scale 245

Scale Customer Success Venture Capital Sales Hiring 245

SaaStr

OCTOBER 18, 2024

For years there’s been a QA space where businesses were manually grading thousands of customer success agents. AI can just injest all your data and tell you who’s got to go or stay. And AI has completely ripped through the space. Now, everything has AI in QA.

Sales Recruiting 305

Sales Recruiting Sales Hiring Scale AI 305

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.

Customer Success 52

Customer Success Social Media Education Engagement 52

Valuize Consulting

APRIL 4, 2025

Customer Success isnt just a departmentits the engine of sustainable growth. Were experts at innovation and market disruption, but are we truly harnessing the full potential of our Customer Success (CS) operations? But in a data-rich environment, can we afford to leave actionable insights on the table?

Scaling 52

Scaling Data Healthcare Cost optimization & reporting 52

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

Valuize Consulting

FEBRUARY 8, 2025

This transformation marks the rise of partner-led customer success a strategic approach that enables organizations to scale efficiently, reduce costs, and specialize in key customer segments. Enabling & Operationalizing Partner-Led Customer Success With a strategy in place, the next challenge is execution.

Customer Success 52

Customer Success Scale Technical Review Government 52

SaaStr

OCTOBER 25, 2024

However, when Theory layered in the actual data to see how much more efficient they were year-over-year, the numbers were between -4% and 4%. There is a dominant belief that AI makes processes more efficient, but this belief has not yet been confirmed by the data. #8:

Venture Capital 331

Venture Capital Marketing AI SaaS 331

SaaStr

JANUARY 23, 2025

Build the Right Team for Enterprise Success Enterprise selling requires a fundamentally different skillset. Think Platform, Not Point Solution Most successful enterprise companies win with platforms, not single products.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

Intercom, Inc.

AUGUST 3, 2021

One of our core company values at Intercom is “We obsess about our customers’ success.” We love solving our customers’ most important, most urgent, and most valuable problems. To do this, we believe that understanding our customers and how they use our products holistically is critical.

Data 211

Data Scale Investment Communication 211

SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. This shifted from doing odd jobs to a deep focus on customer success and scaling teams around customer success. Instead, it was a cross-functional, data-driven, experimental team.

Scale 291

Scale Sales Hiring Scaling Startup 291

User Pilot

NOVEMBER 17, 2024

You can gather all the user feedback or behavioral data you want or even generate tons of Google Analytics reports. This causes siloed data and integration issues. However, this increases the likelihood of errors, leading to missing data and misinterpretations. Kevin has a few tips covering everything important.

Software Review 93

Software Review Technical Review Development Team Review Data 93

Tom Tunguz

JUNE 25, 2020

It contains data on go to market team structure, performance by sales function, marketing spend benchmarks, and customer success priorities. I want to thank Nick Giometti who parsed and processed the data and taught me (an R user) a lot about python and pandas along the way. I also want to thank everyone contributed data.

Headcount 364

Headcount Scale Benchmarks Retention 364

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

FEBRUARY 25, 2025

SaaStr Annual attracts thousands of high-quality SaaS professionals across functions like engineering, product, marketing, sales, and customer success. From customer success platforms to billing solutions and marketing automation tools, the exhibitors represent a curated collection of resources that can help optimize your business.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

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. Enter generative AI: a game-changer for customer success. AI promises real-time, data driven personalization.

Generative AI 52

Generative AI Scale AI Customer Success 52

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

Tom Tunguz

FEBRUARY 26, 2025

The Strategic Advantages of UBP Aligns vendor success with customer success : When a customer like Uber grows, their usage naturally expands, benefiting both parties. This creates genuine mutual interest in the customer’s growth. As customers’ needs evolve, they can expand naturally without friction.

SaaS Payments 276

SaaS Payments Pricing Strategy Scale 276

Tom Tunguz

JUNE 20, 2020

Another question we asked in the survey is the most senior title leading the customer success, sales and marketing teams. The VP titles remain in customer success in marketing. But if you were curious about what to expect at each stage of revenue growth, the data illustrates common patterns.

Scale 363

Scale Scaling Sales Hiring Software Review 363