ChurnZero

OCTOBER 21, 2022

Today’s customers recognize the competition in the subscription market and look for renewal-worthy experiences built upon enduring returns. To deliver on their expectations takes true customer-centricity and a strong customer success team who can do far more than “be there” for your customers.

Subscription 98

Subscription Payment Features Scale Business 98

User Pilot

APRIL 6, 2023

A powerful AI tool can be the perfect companion to your customer success platform. In this article, we will explore: How to leverage AI tools for customer success and retention. How can customer success managers address the challenges and concerns around AI when it comes to providing a better user experience?

Customer Success 98

Customer Success AI ChatGPT Management 98

ChurnZero

DECEMBER 14, 2022

The winners of 2022’s ChurnHero Awards, recognizing and celebrating ChurnZero customers who champion Customer Success with remarkable results, have been announced! Today, we’re proud and delighted to recognize the following Customer Success teams as 2022 ChurnHeroes. Today, this customer segment’s NRR is at 124%.”

VP of Engineering 98

VP of Engineering Customer Success Scale Onboarding 98

Intercom, Inc.

JULY 1, 2019

The new SaaS model is subscription revenue-driven, which begs the question: what is a conversion today? At Collision , I spoke about the new techniques that product owners and marketers will need to navigate the world of customer relationships. It’s not just SaaS; subscriptions are taking over.

Retention 223

Retention Onboarding Subscription Payment Features 223

CustomerSuccessBox

JUNE 8, 2021

TL;DR: Customer success is one of the top 10 fields for employment in the tech sector and the Most Customer success departments have different structures to suit each of their unique requirements consisting of a Vice president of Customer Success or Chief Customer success officer, Director of Customer Success and Customer success managers.

VP of Engineering 52

VP of Engineering Interviewing Customer Success Sales Recruiting 52

Chart Mogul

JULY 1, 2020

Customer interviews are a powerful tool that can help you better position your B2B product to attract and retain more customers. That’s because B2B businesses address particular niches, where customers don’t spend as much time online. Believe it or not, it’s not rocket science: they perform customer interviews.

Interviewing 76

Interviewing B2B Marketing Underperforming Technical Team 76

SaaStr

JANUARY 24, 2024

At Calendly, they had to hire a completely different profile in sales, customer success, and marketing— the composition of the team and the tools that the team will need will change as you create an enterprise-focused motion. Calendly is scheduling automation and has roots in PLG.

Scale 273

Scale Sales Hiring Scaling Revenue 273

User Pilot

MARCH 7, 2023

That’s why we have ten reasons why your users are canceling their subscriptions and what you can do to mitigate them and drive long-term customer retention. TL;DR In SaaS, cancellation (also referred to as “ churn “) is when a customer stops using your product and then unsubscribes from their plan.

SaaS Payments 105

SaaS Payments Subscription Payment Features Payment Methods 105

Valuize Consulting

MAY 18, 2022

Is Your Customer Success Technology Falling Short? The Customer Success (CS) technology industry has come a long way from its humble beginnings as a reactive and largely support-based solution. A: “One of the biggest strengths of Customer Success technology platforms is their data model capabilities.

Technical Review 52

Technical Review Interviewing Technology Customer Success 52

Chaotic Flow

APRIL 8, 2014

Motivated by the need to better understand churn, many SaaS businesses have been independently exploring a new class of customer success metrics and have begun to embed them in SaaS customer success workflows with the hope of preventing churn before it occurs. SaaS customer success metrics need real stats, real easy.

Metrics 127

Metrics SaaS Business Customer Success 127

FastSpring

APRIL 26, 2022

Last week, I canceled an annual SaaS subscription (I had three weeks left until renewal). Interestingly, even though I paid for a year-long subscription, the company didn’t let me keep the last three weeks of access to its premium features. This action will immediately downgrade your subscription.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

Sales Hacker

NOVEMBER 16, 2020

I recommend: Outsourced buyer interviews with a clustered model. Most writing about win/loss analysis takes it for granted that buyer interviews are the best method. And while I agree that buyer interviews can yield the most accurate, highest fidelity data, they’re also the most expensive approach. Buyer interviews.

Outsourcing Services 125

Outsourcing Services Data Interviewing Technical Review 125

FastSpring

SEPTEMBER 16, 2022

This mission of increasing the personalness of FastSpring’s relationship with businesses (and of course, the people who found or work for them) is also part of why we do things like interview our members. Strengthening Customer Relationships. Join the Global SaaS Leaders Community. About FastSpring.

SaaS Payments 148

SaaS Payments Payment Solutions Merchant Services Software Review 148

SaaStr

APRIL 7, 2022

If you’re handling multiple invoices from different customers that come in different formats, you can keep hiring more finance people or you can have robots augment your finance people. Any one employee, and you’re required to have at least three interviews, can say no and there’s no exceptions asked.

Sales Hiring 274

Sales Hiring Scale Sales Recruiting Outsourcing Services 274

Valuize Consulting

APRIL 20, 2022

Optimize Your Customer Data Model For The Modern Subscription Economy. Customer data is an integral and indispensable part of leveling up your customer lifecycle. As you can imagine, this leads to a deepening of silos and bad customer data. You’re Only As Effective As Your Customer Data Management.

Government 52

Government Interviewing Customer Success Data 52

Sales Hacker

AUGUST 22, 2018

In this article, we’re going to break down the key things you need to know before you start your customer success job search. This article will break down: The fundamental skills required for a Customer Success job. Key tips for preparing for a successful job search. That’s where Customer Success comes in.

Customer Success 70

Customer Success Sales Hiring Communication Interviewing 70

Valuize Consulting

AUGUST 6, 2021

Designing A Data-Driven Customer Success Organization. Strategy, technology and data are the building blocks of a strong Customer Success (CS) Operations motion. So, what’s the secret to building and operationalizing impactful Customer Success strategies, tools and processes? Q: What was your first job?

Scale 52

Scale Customer Success Interviewing Scaling 52

Chart Mogul

OCTOBER 23, 2024

Sales and customer success alignment For CLG to work, all go-to-market (GTM) function members have to be fully aligned, but even more so the sales and customer success (CS) teams. When sales close deals with future expansion in mind, customer success is in a much better position to help those customers thrive and grow.

Scale 52

Scale SaaS Retention Systems Review 52

Totango

OCTOBER 7, 2021

In the SaaS industry, one of the best ways to get customer feedback is to see what customers are actually doing with your software product. After a customer support issue has been resolved. As a subscription renewal deadline approaches. Conduct Customer Interviews.

Software Review 108

Software Review Technical Review Interviewing Benchmarks 108

ProfitWell

AUGUST 18, 2020

Sarah experienced the pain of an old business paradigm—a model where customers are at the mercy of companies. In this model, customer opinions and their experiences are secondary to those of the company. As more companies move to SaaS and subscription-based models of revenue, this old paradigm is crumbling.

SaaS Payments 111

SaaS Payments Payment Methods Outsourced Development Underperforming Technical Team 111

User Pilot

AUGUST 17, 2024

This guide will introduce you to the best resources available for customer success directors, providing you with a curated selection of valuable materials to enhance your skills and knowledge. Looking to improve customer satisfaction, retention, and growth in your SaaS business? What does a customer success director do?

Customer Success 52

Customer Success Scale Leadership Churn 52

Totango

DECEMBER 13, 2022

As subscription models and recurring revenue become the norm for both SMBs and enterprise solutions, customer success is becoming an essential part of businesses across the globe. Keep the work at hand as a focus and trust that the vibe of your team will be clear during the interview process. What do we want?

Sales Hiring 99

Sales Hiring Sales Recruiting Scale Customer Success 99

User Pilot

NOVEMBER 23, 2023

In this guide, we’ll walk you through each subscription tier to help you find the right option for your needs! TL;DR Hotjar is a product experience insights platform with heatmaps, surveys, and interviewing capabilities. When attempting to grasp Hotjar’s pricing, it’s helpful to group its subscriptions into two camps.

Pricing 105

Pricing Investment Software Review Scale 105

User Pilot

FEBRUARY 27, 2025

For customer success managers, doing whats best for the customer and reaching expansion quotas is conflicting. With a customer journey map, you can anticipate this and adjust your customer expansion strategies to target this segment naturally in the journey. Adding an upgrade prompt with Userpilot.

Revenue 52

Revenue Scale Payment Features Systems Review 52

SaaStr

FEBRUARY 11, 2020

The other one is, as soon as you can, again, split the new customers signing versus account management/customer success. We weren’t getting any responses, doing some interviews and such. Interviews, highly underappreciated. So, what can you do to get into the minds of your customers? ” Right?

Scale 276

Scale Outsourcing Services Revenue Outsourced Development 276

CustomerSuccessBox

DECEMBER 6, 2021

With the rising prominence of Customer Success, you need to be in power with the industry. Here you’ll find customer success events, conferences, and books that will help you get ready for the new year 2022 and beyond. Customer Success Conference 2022 by TSIA. Recurring Revenue Conference.

Customer Success 52

Customer Success Customer Lifetime Value Interviewing Subscription 52

CustomerSuccessBox

AUGUST 12, 2021

You probably have heard about Customer Success so many times but are still very confused if it’s suitable for your business or not. The questions which you might have in your head are being answered in detail here so that, after going through it, you have clarity on whether you’re ready to roll out Customer Success processes or not.

Customer Success 52

Customer Success Sales Hiring Technical Review Payment Features 52

CustomerSuccessBox

SEPTEMBER 20, 2021

The Customer Success industry has grown over the last couple of years and will continue to have immense growth in the future too. So here’s an ensemble of the top 9 customer success podcasts that one needs to subscribe to. Gain Grow Retain: B2B SaaS Customer Success. Women in Customer Success.

Customer Success 52

Customer Success Interviewing B2B Subscription 52

ChurnZero

JULY 12, 2019

And I’m not only talking about desired outcome churn or low trial-to-paid conversion rate that occurs when new users abandon your platform before turning into customers. The subscription-based business model is rooted in the value your solution offers. Your customer success program is key in this case too. Provide Value.

Scale 75

Scale Onboarding Customer Success Underperforming Technical Team 75

Sales Hacker

JUNE 5, 2018

On this episode of the Sales Hacker podcast, we talk with Cassie Young , Chief Commercial Officer at Sailthru about how data driven decision making can bring sales, marketing, and customer success all on the same page. I’m going to be interviewing Cassie Young, who is the Chief Commercial Officer at Sailthru. Sam’s Corner.

Customer Success 66

Customer Success Data Marketing Sales 66

SaaStr

NOVEMBER 26, 2019

We created and served up apps via the cloud on a subscription basis. We had custom CRM apps for the Weight Watchers group, scheduling systems for optical chains, inventory management for car dealers. You can interview the company for it, but at some point it’s a little bit of a leap of faith.

Scale 294

Scale Sales Hiring Underperforming Technical Team Sales 294

Chart Mogul

JULY 1, 2020

Customer interviews are a powerful tool that can help you better position your B2B product to attract and retain more customers. That’s because B2B businesses address particular niches, where customers don’t spend as much time online. Believe it or not, it’s not rocket science: they perform customer interviews.

Interviewing 52

Interviewing B2B Marketing Underperforming Technical Team 52

User Pilot

AUGUST 19, 2024

Embarking on a career as a customer success director involves a combination of education, skills development, and practical experience. This guide will provide a comprehensive overview of the path to becoming a successful customer success director. Looking into tools for customer success directors?

Customer Success 52

Customer Success Scale Leadership Churn 52

Valuize Consulting

JULY 13, 2022

The Science & Art Of Customer Success Operations. Continuous changes in technology stacks, market dynamics, pricing models, and economics are constantly threatening your ability to deliver consistent and optimal customer value. The answer: Customer Success (CS) Operations. In reality, it is so much more.

Interviewing 52

Interviewing Engineering Scale Revenue 52

Chart Mogul

FEBRUARY 13, 2025

Sales and marketing teams must align on customer fit early on to impact retention SaaS revenue growth depends on customers continuing to subscribe and use the product more and more over time. Acquiring new customers is important, but its not the only consideration. Which type of companies are the easiest to sell to?

Scale 52

Scale VP of Engineering Sales Hiring Startup 52

User Pilot

APRIL 24, 2024

If you want to ensure customers renew each time, continue reading ahead. In this article, we’ll share everything you need to know for increasing customer renewals. TL;DR SaaS renewals includes the process of renewing a subscription to an online-hosted software service. Why is SaaS renewal management important?

SaaS Payments 104

SaaS Payments Retention Payment Services Payment Solutions 104

Totango

JULY 18, 2018

The quality of Customer Support interactions is a big factor in customer satisfaction, yet too often agents aren’t equipped with the customer data they need to do their best work. The current state of Customer Support. They know that Customer Support teams interact with customers at key points in the relationship.

Customer Support 57

Customer Support Customer Success Retention Underperforming Technical Team 57