SaaStr

FEBRUARY 15, 2023

Iconic PLG companies share how they integrated GTM into their growth strategy to go from single digits to over a billion in ARR. To do that, define what success means for you and your customers. Defining customer success comes down to three key things. Understand the customer journey.

Scale 244

Scale Sales Hiring CTO Hire Scaling 244

SaaStr

NOVEMBER 18, 2023

Have customer success do a soft sell. It will all work — to the segment of your customers that truly love you. And reach out not to the customers you think are happy — but the ones that have told you they are. They’ll read the email. But if your NPS is low, they won’t. So my #1 best practice is get your NPS up.

Customer Success 298

Customer Success Sales SaaS Marketing 298

Intercom, Inc.

MAY 24, 2018

As the Head of Growth Marketing at Clearbit , and previously a co-founder and CEO of more than a few startups (including WorkMob, ApiXchange, and GoFlow), Matt Sornson knows these pitfalls intimately and how to avoid them. Here are five quick takeaways: At Clearbit, all marketing falls under growth marketing.

Data 182

Data Scale Underperforming Technical Team Sales Hiring 182

Tom Tunguz

FEBRUARY 28, 2019

To create a successful PQL conversion process, product and engineering and growth marketing work together to optimize a conversion funnel. On the other hand, to create a successful MQL/SQL funnel requires marketing support, sales execution and customer success.

Startup 214

Startup Acquisition Education Pricing 214

SaaStr

OCTOBER 22, 2019

Manager+ or Director of Customer Success. We’re looking for 1-2 folks with at least several years in customer success experience, or more. This is a job that requires visiting customers and mapping out stakeholders. Director+ of Growth Marketing.

Sales Hiring 36

Sales Hiring Scale Social Media B2C 36

SaaStr

NOVEMBER 30, 2023

They need to hear the customer and use that feedback to refine products. On average, as companies move up toward the $15M ARR mark, they’re doubling their team size on the sales, marketing, and customer success side. It depends on whatever the market is stressing at specific periods in time.

Scale 278

Scale Sales Hiring Scaling Outsourced Development 278

User Pilot

SEPTEMBER 18, 2023

The Product Marketing vs Growth Marketing discussion isn't just about specific tasks and to-do lists, but about how they cultivate product growth to achieve business objectives. Looking for upselling opportunities where it makes sense to offer an upgrade to a delighted customer, and drive revenue.

Growth Marketing 52

Growth Marketing Product Marketing Marketing Customer Lifetime Value 52

SaaStr

JULY 20, 2019

Invest in customer success. The post Every Marketing Initiative, Every Channel … Plateaus. Slack, Zoom, PagerDuty, all the latest ones to IPO all have net revenue retention of 140%+ still! You can keep that well above 100% forever. So if you don’t know what channel to invest in next, invest in that one. Plan for It.

Sales Hiring 279

Sales Hiring B2C Marketing Investment 279

SaaStr

APRIL 4, 2023

What I mean is, in the early days, everyone is excited about your Free users, your single seat customers, and the little guys. Marketing doesn’t get much credit for tiny opportunities. Customer Success wants to automate away small customers. But later … that fades: Sales doesn’t want to deal with smaller leads.

Scale 288

Scale Scaling Acquisition B2B 288

SaaStr

MAY 2, 2021

Customer success and marketing. And this is the part that field marketers and CEOs often don’t attribute enough ROI to. But at the biggest events in the industry, your customers will all be there. Key events are a great way to meet up with prospects already in the pipeline, but not yet closed.

Cloud 317

Cloud Marketing Enterprise Pricing 317

SaaStr

MAY 30, 2024

Churn Prediction You want to be able to identify at-risk customers, especially when your company is focused on revenue preservation. AI can create churn drivers, and that data can be useful for customer success or for sales teams to have proactive conversations with customers.

Scale 305

Scale AI Search Azure Sales 305

SaaStr

APRIL 25, 2021

But almost everything we did in marketing was demand gen. Fortunately, our head of customer success was strong, so that backfilled a bit here. Capital efficiency is great, but it also led us to shy away from markets where we had some customers, but mostly lost. More on that here.

Scale 279

Scale Enterprise Branding Scaling 279

SaaStr

JUNE 13, 2024

Equip every customer-facing person with the capabilities of how to do prospecting, proper discovery, and managing customer success. It’ll be a better experience for customers and the company. But if you give someone an iPhone, suddenly they’re a taxi driver overnight. People won’t be unemployed, but it’ll change.

Scale 311

Scale AI Sales Underperforming Technical Team 311

SaaStr

NOVEMBER 23, 2021

Saying we were going to launch our brand and bring it to market at SaaStr… we were showing up and we were launching a new brand. It really galvanized all the teams between product and engineering, customer success, sales, and marketing, behind one unified goal.” So it had to happen.

Strategy 279

Strategy Travel Branding Interviewing 279

Cobloom

JUNE 3, 2019

To help you understand and improve your performance, I've put together a comprehensive guide to 50 essential SaaS metrics (loosely divided into Growth, Marketing, Sales and Customer Success ). Instead of using metrics as a valuable aid to performance, they end up confusing the picture.

Metrics 105

Metrics SaaS Benchmarks Acquisition 105

SaaStr

NOVEMBER 4, 2019

Overinvest in Customer Success, especially after Year 2. They don’t require any new leads, and relatively little marketing efforts. Double your Revenue Per Lead through a great VP of Sales, even with flat leads … and you’ll never even see the Lead Plateau show up in the MRR numbers.

Scale 229

Scale Sales Hiring Branding Revenue 229

Sales Hacker

JUNE 28, 2021

What the heck is revenue marketing? Is it just a different name for familiar things (we see you, growth marketers)? Or is it an entirely different way of thinking about marketing’s role in the GTM/revenue org? Revenue marketing is just one example. How is revenue marketing different from other marketing models?

Revenue 113

Revenue Marketing Customer Lifetime Value B2B 113

SaaStock

MARCH 21, 2019

In the podcast, she digs deep into topics such as: What is Product-Led growth. How to flip the switch for areas like marketing and customer success. What needs to change first in an organization before it can start implementing PLG.

Scale 172

Scale Scaling Business Model B2B 172

Intercom, Inc.

JANUARY 28, 2020

And to keep track of everything, GetAccept has been using Intercom across its support, sales, and marketing teams to drive faster growth. Dailius Wilson, VP of Sales & Growth Marketing, loves that Intercom provides a central source of truth for all of their teams: . “In Going for growth.

Scale 138

Scale Revenue Systems Review Technical Review 138

Kellblog

AUGUST 2, 2024

The SaaS Talk Official Credits Early presenting sponsors Maxio and Gainsight Podcast agency Ben Shapiro, I Hear Everything Production team Tagg Hurtubise and Vivien Nelsen Customer success analyst Ivana Renoulle Startup liquidation expert Renata Cash Italian growth marketing specialist Anita Mopipe Demandgen consultant Seymour Leeds Sales productivity (..)

SaaS 100

SaaS Consulting Benchmarks Forecasting 100

User Pilot

MAY 16, 2022

In this article, we’re going to break down what product-led onboarding is and how product teams can implement it effectively to drive customer success. Ready to transform new users into lifelong customers? Fourth, you can’t forget the rest of the customer journey! How do you know you’re successful?

Onboarding 98

Onboarding Customer Success Scale Strategy 98

User Pilot

JANUARY 18, 2023

As a go-to-market strategy, product-led growth (PLG) marketing has a few distinctive characteristics. First of all, PLG strategies use the product as the primary marketing channel. As such, marketers need to work very closely with customer success and product teams. Userpilot customer review on G2.

Strategy 98

Strategy Marketing Scale Software Review 98

SaaStr

AUGUST 15, 2020

Customers bought because they thought their organizations needed this functionality, and so they wrote the checks for Year 1, and even Year 2. But the end-user usage just never appeared … In SaaS, it actually takes until Year 3 for your customers to churn out from low engagement / low usage.

AWS 338

AWS Churn Enterprise Engagement 338

Totango

MARCH 8, 2022

We work daily to #BreakTheBias in the customer success (CS) field and create a diverse and inclusive culture, and our President and Chief Operations Officer Jamie Bertasi understands why that’s so important. Event and Program Manager; and Trish Whitney , VP of Growth Marketing. .

Leadership 92

Leadership Customer Success Growth Marketing Enterprise 92

SaaStr

MAY 27, 2021

Q: Dear SaaStr: How Do I Convince My Customers with Monthly plans to Upgrade to Annual Plans? Large customers only pay via invoices, especially for any deal of any material size (>$10k a year). My advice: Don’t. It’s too many calories expended for not enough benefit. Let me explain what I mean ….

Payment Features 251

Payment Features Outsourced Development Scale Payment Services 251

ChurnZero

JUNE 10, 2021

Regional award winners are eligible for consideration for the Entrepreneur Of The Year National Awards, to be announced in November at the Strategic Growth Forum ® , one of the nation’s most prestigious gatherings of high-growth, market-leading companies. ChurnZero is headquartered in Washington, D.C. About You Mon Tsang.

Entrepreneurship 98

Entrepreneurship Innovation Consulting Leadership 98

SaaStr

NOVEMBER 12, 2019

Progress in SaaS is never as linear as it looks years down the road. Everyone has rough quarters (often at least 1 in 5). And we almost had a full Year of Hell, often during a tough transition. I certainly did (twice). More on that here: The SaaS Year of Hell. And Then – Reignition.

Social Media 249

Social Media Branding SaaS Revenue 249

Sales Hacker

FEBRUARY 2, 2024

Share The GTM Newsletter That’s it, that’s all.

Metrics 123

Metrics Revenue Scale Marketing 123

User Pilot

AUGUST 2, 2024

Let’s dive into the practical steps to take and start reaping the benefits of product-led growth. TL;DR A go-to-market (GTM) strategy is a comprehensive plan that outlines how a company will launch a new product or service into the market and drive customer success.

Scale 105

Scale Strategy Acquisition Consulting 105

User Pilot

MARCH 23, 2023

NPS surveys often get higher responses due to their simplicity and are helpful when making product development decisions and providing customer support. Product teams , growth marketers, and customer support teams use NPS surveys to collect quantitative and qualitative feedback on user sentiment.

Software Review 98

Software Review Benchmarks Construction Branding 98

Totango

SEPTEMBER 22, 2022

SaaS Tools to Jumpstart Your Business Growth: Five Essential Apps. Software-as-a-Service ( SaaS ) tools automate your business functions, fueling your growth by increasing efficiency. This promotes higher customer satisfaction and retention, elevating sales and increasing revenue. Customer success. Data analysis.

SaaS Payments 71

SaaS Payments Scale Payments Payment Solutions 71

SmartKarrot

JANUARY 12, 2022

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Help recruit, hire, and onboard new Customer Success Managers.

Customer Success 19

Customer Success Sales Recruiting Sales Hiring Outsourced Development 19

SmartKarrot

FEBRUARY 3, 2022

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Develop customer advocacy and secure customer success stories and references.

Customer Success 19

Customer Success Sales Recruiting Sales Hiring Travel 19

SmartKarrot

MAY 17, 2022

Role: Director of Customer Success Location: Remote, United States Organization: Timescale As a Director of Customer Success, you will identify and implement strategic and tactical methods that constantly improve customer experience. Establish and track KPIs and support company goals and initiatives.

VP of Engineering 19

VP of Engineering Customer Success Scale Outsourced Development 19

SmartKarrot

JULY 20, 2022

Role: Customer Success Director, Brands Location: New York, NY, US Organization: LiveRamp As a Customer Success Director, you will assist the clients with day-to-day management and troubleshooting for the largest and most strategic enterprise brand partners. Craft & execute against growth plans for customers.

Customer Success 3

Customer Success Merchant Services Sales Recruiting Outsourced Development 3

SmartKarrot

FEBRUARY 24, 2022

Role: VP Customer Success – BetterUp Care Location: Remote, San Francisco, CA, US Organization: BetterUp As a VP of Customer Success, you will build and lead a world-class customer success organization for BetterUp Care. Build Instrumentl’s Customer Success playbook to drive net retention.

Customer Success 3

Customer Success Sales Recruiting Sales Hiring Leadership 3

User Pilot

SEPTEMBER 9, 2024

TL;DR Customer-led marketing is a strategy that puts the customer at the center of all marketing efforts, making their pain points , behaviors, and feedback the driving force behind decisions. Some of the best customer-centric marketing examples include: Dropbox uses a referral program to drive loyalty and word-of-mouth.

Strategy 111

Strategy Marketing Social Media Software Review 111