SaaStr

FEBRUARY 5, 2022

Building a team of rockstar product managers and leaders is hard, but even harder is to scale the team by hiring and growing senior talent in global locations while maintaining a culture of innovation, impact, and integrity. Why Customer Success and Product Should be Best Friends. And how about our product teams?

AWS 246

AWS Customer Success Scale Sales Hiring 246

SaaStr

JANUARY 23, 2025

Look for an innovative enterprise customer who: Is willing to be a development partner Has clear needs you can solve today Will give you access to testing environments Can help shape your roadmap The goal isn’t to build custom features – it’s to deeply understand enterprise requirements and bake them into your core product.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

Totango

DECEMBER 1, 2021

When you bring agile innovation to customer success , you empower your CS strategy with the latest technology. In this blog, we’ll look deeper at what an agile customer success strategy means and why you can benefit from using one. Then we’ll lay out seven steps to bring agile innovation to customer success.

Innovation 103

Innovation Customer Success Government Scale 103

Totango

APRIL 18, 2023

As businesses are laser-focused on retaining and growing current clients, they’re turning to their customer success (CS) teams and leaders to make it happen. link] We’ve always been committed to elevating the role of CS within the customer journey and accelerating the path to scaled customer success.

Innovation 105

Innovation Customer Success AI Scale 105

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

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. You don’t have to leave as the organization scales.

Scale 296

Scale Sales Hiring Scaling Startup 296

SaaStr

FEBRUARY 25, 2025

SaaStr Annual attracts thousands of high-quality SaaS professionals across functions like engineering, product, marketing, sales, and customer success. This provides an efficient way to evaluate potential additions to your tech stack, negotiate deals, and discover innovative solutions to operational challenges.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. This juncture is a serendipitous moment for AI to take a prominent role in how businesses drive growth and accelerate impact for customers.

Innovation 101

Innovation AI Underperforming Technical Team Scale 101

Intercom, Inc.

MAY 13, 2021

Few people have more experience with this move than Linda Lin , Director of Customer Success at the revenue intelligence platform Gong. Moving upmarket means larger customers and higher revenue, but it’s not without its challenges. For Linda, it all comes down to your approach to customer success.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

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

Tom Tunguz

FEBRUARY 19, 2019

Startups are innovation machines. Others want to innovate in every dimension and re-invent every discipline from pricing to marketing to support to customer success. Others want to innovate in every dimension and re-invent every discipline from pricing to marketing to support to customer success.

Pricing 277

Pricing Startup Sales Hiring Innovation 277

Totango

SEPTEMBER 28, 2021

Our “overnight success” took a decade. When we founded Totango, the customer success category did not exist – we had to invent it. Our lean and mean team worked very closely with our customers, who supported our vision. In 2021, it’s clear that every business needs customer success technology.

Customer Success 133

Customer Success Sales Hiring Scale Government 133

SaaStr

FEBRUARY 10, 2025

This inefficiency stemmed from the high costs associated with maintaining sales development representatives (SDRs), customer success managers (CSMs), and account executives. Apollo’s sales-led approach was proving unsustainable, spending one dollar to acquire just eighty cents of revenue.

Scale 165

Scale Scaling Outsourced Development Sales 165

SaaStr

JUNE 7, 2024

Product is the connective tissue of an organization, it’s what drives innovation and the business forward. Today, Steve Won, 1Password’s CPO, walks us through the key three principles for building a successful multi-product roadmap. Is it helping or hindering innovation and progress?

Scale 296

Scale Innovation Revenue Leadership 296

SaaStr

FEBRUARY 7, 2023

Straight from a SaaS CCO with Yellow.ai’s CCO with Shekar Murthy, Chief Customer Officer at Yellow.ai with Olivier Adam, Chief Growth Officer at ReferralCandy Successful Scaling Across Markets, Lessons in Marketing & Building GTM with IvyCap’s MP with Ashish Wadhwani, Co-founder and Managing Partner.

VP of Engineering 298

VP of Engineering Technical Cofounder Outsourcing Services CTO Coach 298

SaaStr

SEPTEMBER 29, 2023

Customers care just as much about talking to the CEO if you have 5 employees as 5,000. Customers know they are taking a risk in picking a start-up to work with. They expect innovation and a personal touch back as quid-pro-quo for taking that risk. The customers love it. Now take it a step further, and show up in person.

Startup 290

Startup Innovation Customer Success Retention 290

Tom Tunguz

FEBRUARY 22, 2020

A small number of innovators and early adopters might use a minimal feature set product. Recently, SaaS Office Hours at Redpoint had the privilege of chatting with Nick Mehta and Anthony Kennada about the way they created a category with customer success. I found a beautiful technology curve online and have replicated it above.

Venture Capital 338

Venture Capital Education Innovation Technology 338

SaaStr

MAY 8, 2022

Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. 9 Things Your New Head of Product Should Do in Their First 30 Days. When to Go Multi-Product in SaaS. Top Videos This Week: 1.

Scale 289

Scale Engineering Payment Features Sales 289

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

SaaStr

MARCH 19, 2020

They will keep innovating. And I also know that the best investment you can make today is in your existing customers. Make it a core asset for your sales and customer success team. Depending on who you are, and what you do, sales may or may not have slowed way down. Don’t make your dashboard a throw away.

SMB 363

SMB Enterprise Innovation Communication 363

Totango

OCTOBER 12, 2022

Combined with intense competition and sign-up discounts, not to mention global inflation prompting many consumers to rethink their budgets, the customer retention stakes are high. . With the potential for churn dramatically increasing, customer success is a key priority. Leading the charge. Expert collaborators.

Customer Success 115

Customer Success Churn Enterprise Software Development 115

SaaStr

APRIL 24, 2022

10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey. Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar.

Sales Hiring 299

Sales Hiring Revenue Scale SMB 299

Sales Hacker

DECEMBER 9, 2021

Driving innovation and creativity in business development. Reward and encourage customers for introductions or help with setting up prospect meetings. Several top B2B companies offer robust customer referral programs with surprise rewards. Engage customer success, sales engineering, or customer training.

Innovation 123

Innovation Development Marketplace as a Service Business 123

SaaStr

NOVEMBER 21, 2022

Build your sales, marketing, customer success, and product development efforts around the needs of your ideal client.”. Brex identified start-ups and technology companies struggling to find credit as its ICP and built their sales, marketing, customer success, and product strategies around this.

Payments 243

Payments Payment Methods Embedded Payments Scale 243

ChurnZero

NOVEMBER 18, 2024

Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. We are excited for this recognition as a Leader in the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report*. and/or its affiliates in the U.S. All rights reserved.

Customer Success 52

Customer Success Scale Merchant Services Technical Review 52

User Pilot

APRIL 3, 2024

Are you being innovative in your product? Truly think about it because it could be the difference between a successful product and not. Product-led innovation focuses on creating the best product for your customers. A diagram showing how product-led growth works for product-led innovation.

Innovation 104

Innovation Payments Strategy Payment Solutions 104

SaaStr

FEBRUARY 20, 2022

SaaStr 529: Ten Things to Avoid Being Blindsided By In Your Pursuit Of Customer Success Nick Mehta, CEO @ Gainsight. How To Innovate Faster with Community: Insights From GitLab CEO Sid Sijbrandij. SaaStr 528: Building a $5.6B company with a Product-led Flywheel with Abhinav Asthana, CEO @ Postman.

SMB 289

SMB Scale Marketing Sales 289

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Scale Systems Review Software Review 111

Sales Hacker

JULY 28, 2021

In providing a neutral ground for marketing, sales, and customer success, RevOps must also analyze contexts to convey insights quicker. Find Revenue Innovators on Apple Podcasts , Google Podcasts , and Spotify. Or just search for Revenue Innovators in your favorite podcast player!

Customer Success 109

Customer Success Marketing Sales Innovation 109

SaaStr

DECEMBER 15, 2021

7:00 AM (50 MINS) – Acquiring SMB 10,000 Customers Solely from Data with Gorgias’ CEO Romain Lapeyre. 7:30 AM (20 MINS) – Customer Success Re-Invented: New KPIs and Tactics to Level Up with Verdane’s Customer Success Expert Niclas Staberg. All times are in Pacific Time. 7:00-8:00 AM PT.

Scale 278

Scale VP of Engineering Scaling SMB 278

Totango

NOVEMBER 10, 2023

As a leader in customer success, who’s your friend in the C-suite? Is the customer journey mapping exercise a worthwhile effort? Who owns the customer community for your organization? 2023, Chris Dishman , Totango’s SVP of Global Customer Success, hosted the lively Hot Takes! We hope so!

Customer Success 104

Customer Success Construction Customer Lifetime Value Leadership 104

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. If there is no innovation and you’ve maxed out your existing TAM, you’ll start slowing down.

Scale 311

Scale AI Sales Underperforming Technical Team 311

SaaStr

DECEMBER 20, 2022

Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. #20. How to Maintain +140% Customer Retention with Dooly CEO Kris Hartvigsen and Head of Customer Success Ellie Hutton. How to Set and Hit Revenue Targets with Sam Blond, CRO at Brex. #22. appeared first on SaaStr.

Scale 276

Scale SMB Sales Enablement Innovation 276

Totango

MAY 15, 2024

During the Ask the Experts: Innovation Challenges with AI in CS discussion, the panelists shared several practical ways that companies can apply a startup mindset in their AI journeys: Identify a baseline before you start. That’s a lot of money and a lot of opportunity on the table if it’s not embraced with an agile learning approach.

Customer Success 110

Customer Success Underperforming Technical Team AI Technical Review 110

SaaStr

JULY 20, 2021

Cecily Sackey, Senior Customer Success Manager @ Capchase & Alex Pedraza, Head of New Business @ Capchase. The financial services industry – banking, lending, insurance – has long benefited from deep competitive moats that limited competition and stifled innovation. Emerging Insurance Disruptors: Are they Really SaaS?

Payments 279

Payments Payment Services SaaS Payments Banking 279

SaaStr

FEBRUARY 16, 2022

Without this continual training and education, your company may find itself a victim to the enemy of innovation: inertia. But even after the development of dedicated support staff, repeated customer queries must feed back into the product itself. Prioritize customer success. How to achieve this for a product-led company.

Underperforming Technical Team 290

Underperforming Technical Team Company Culture Customer Success Product Marketing 290