SaaStr

JULY 18, 2024

How can you bridge the gap between sales and tech to drive customer success? The 3 Building Blocks The three building blocks that bridge the gap between sales and Field CTOs are: Product knowledge Balance Trust Building Block #1: Product Knowledge Field CTOs must work closely with sales from a customer perspective.

CTO Coach 305

CTO Coach CTO Technical Review Customer Success 305

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? Latest Customer Learnings From New Research. Today’s Critical Challenges For Customer Success .

Scale 283

Scale Customer Success Scaling Compensation 283

SaaStr

JANUARY 26, 2025

This wasn’t just an improvement it fundamentally changed how brands could engage with SMS marketing. Turn Your Customers Into Your Marketing Engine The second breakthrough was making customer success the core growth engine.

Technical Review 268

Technical Review Payment Solutions Scale Payment Services 268

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 279

Customer Success Scale SMB Enterprise 279

SaaStr

NOVEMBER 27, 2024

Mangomint has worked hard to create an incentive structure that makes it attractive for sales reps to invest in customer success. That means they have to build the highest quality product and constantly ship more products to engaged customers. Mangomint has managed such a high NRR despite having no long-term contracts.

SaaS Payments 260

SaaS Payments Payments Payment Solutions Payment Services 260

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

ChurnZero

JULY 31, 2024

And, i f your customers are not, in fact, living inside their email inboxes, why would you rely so heavily on email as a digital engagement channel to interact with them? 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

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

JANUARY 23, 2025

Build the Right Team for Enterprise Success Enterprise selling requires a fundamentally different skillset. Master the Multi-Stakeholder Sale Enterprise deals aren’t won in a single meeting.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

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

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

JANUARY 6, 2025

Whats the one thing that wont change in customer success this year? So how should you position yourself for 2025s incoming customer success trendsand should you be nervous, optimistic, or a cautious blend of both? ” So what 2025 customer success trends can we anticipate? The pace of change itself.

Trends 52

Trends Customer Success Scale SaaS 52

ChurnZero

APRIL 4, 2025

Announced this March, our integration with the leading AI video platform for business stands to revolutionize the way you engage and educate your customerscreating and personalizing AI video messages effortlessly, then delivering them with precision. What are the most popular AI video use cases for customer teams?

AI 59

AI Customer Success Engagement Technology 59

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

APRIL 15, 2025

This approach ensures reps dont just chase signatures but also care about customer success. If customers dont go live, they churn silently, and you lose revenue before it even starts. Incentivizing go-lives ensures sales leads work closely with customer success teams to drive activation and avoid this issue.

Scale 147

Scale Compensation Retention Churn 147

SaaStr

MAY 25, 2024

As developers, they immediately started to think about a PLG, pay-as-you-go motion to get to market and engage with developers quickly. 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.

Scale 316

Scale Sales Hiring SaaS Payments Development 316

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. Training took months, and canned responses broke down the moment a customer veered off-script. Enter generative AI: a game-changer for customer success.

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?

52

52

SaaStr

DECEMBER 14, 2020

But you, your VP of Sales, and your VP of Customer Success should know which Big Customers are at risk almost immediately upon signing. This is Broken Record Advice at SaaStr, but go visit at least all your top customers. Get engagement up. Yes, accounting will keep recognizing the revenue on an annual contract.

Churn 362

Churn Sales Hiring Systems Review B2C 362

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 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. Understanding user behaviors and touchpoints that signal readiness to convert.

Customer Success 105

Customer Success Onboarding User Experience Engagement 105

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

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? In Donnas experience, charging for CS leads to higher customer engagement , stronger internal investment, and more influence and CS budget , she says, especially in companies where CS is still viewed as a cost center.

Customer Success 52

Customer Success Sales Enablement Onboarding Leadership 52

Valuize Consulting

NOVEMBER 11, 2024

These models share one crucial trait—they favor customers by placing control, and significantly less risk, in their hands. This shift provides a genuine measure of how customer-centric a company truly is. The Rising Necessity of Customer-Friendly Pricing So, why would companies take this leap?

Customer Success 52

Customer Success Pricing Investment Revenue 52

Sales Hacker

JUNE 18, 2024

Jon Dick is the Global SVP of Customer Success at HubSpot where he’s focused on helping millions of organizations grow better. Prior to customer success, Jon led marketing teams at HubSpot, Trunk Club, and Klout. Discussed in this Episode: The rising importance of customer success in the age of AI and efficiency.

Customer Success 122

Customer Success AI Content Marketing B2B 122

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

OCTOBER 19, 2024

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. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Sales Hacker

MAY 14, 2024

Demandbase helps B2B companies hit their revenue goals using fewer resources by using the power of AI to identify and engage the accounts and buying groups most likely to purchase. The post GTM 94: Mastering Branding, Pricing, and Customer Success for AI Startups with Holly Chen appeared first on GTMnow.

AI 125

AI Customer Success Branding Pricing 125

Tom Tunguz

AUGUST 16, 2020

During the presentation, we will cover customer success trends and how they impact early stage B2B SaaS companies, share our point of view on how early-stage customer success drives growth, and provide a “game plan” that focuses on the key things to get right from the get-go. This Office Hours will be a virtual event.

Cloud 306

Cloud B2B Trends Customer Success 306

SaaStr

NOVEMBER 6, 2022

In fact, my uber-learning is one of the Top 10 reasons customer success is so important is to make sure this business process change is implemented. If you do nothing else in Customer Success, make sure you have full engagement by Day 5, Day 15, Day 30, Day 60 … whatever exact amount of time is right for your app.

Business 290

Business B2C SMB Customer Success 290

SaaStr

JUNE 10, 2020

While the concept may sound old hat to those that have been in the software business for a long time, in SaaS in particular, very little tools, processes, and software are applied to marketing to customers after they are closed. But Customer Success in many ways has been defined as an extension of Sales.

Marketing 327

Marketing Customer Success Retention Content Marketing 327

SaaStr

OCTOBER 26, 2021

In a noisy world where there are no practical barriers to creating B2B content, you need a thoughtful approach to engage your Ideal Customer Profile audience. . Customer Success Sessions at SaaStr 2021. Marketing SaaStr Session #1: “The State of Software Buying: From SMB to Enterprise with G2’s CMO”.

Scale 358

Scale Marketing SMB Leadership 358

SaaStr

AUGUST 16, 2021

“ Product team is closer than ever to customers/users ” – Philip Cuter, CEO, Paper. Does your head of customer success and head of product work jointly on all top customers? . “Visit as many customers in person as possible” — Ryan Janoch, co-founder and VPS, Mapistry.

Churn 328

Churn Sales Hiring Headcount Technical Review 328

User Pilot

AUGUST 6, 2024

There’s no product growth without customer engagement. No matter how intuitive and valuable your product is, customers always need a bit of a nudge to experience its benefits and start using it as a go-to solution to their problems. We also look at examples of SaaS products with excellent engagement strategies.

Engagement 105

Engagement Retention Social Media Customer Lifetime Value 105