User Pilot

OCTOBER 20, 2024

This is every product manager’s nightmare – an onboarding failure that cripples customer retention. In this article, we explore the art and science of onboarding automation , and how it can turn that initial spark of interest into a roaring flame of engagement. What is customer onboarding?

Onboarding 105

Onboarding Underperforming Technical Team Transportation Scale 105

SaaStr

FEBRUARY 14, 2024

The landscape of customer success has been evolving rapidly. So much so that we seem to be releasing new content on customer success just about every week. Today we’re focusing on actionable insights you can use to drive down churn with customer success in today’s new era of SaaS efficiency.

Customer Success 304

Customer Success Sales Hiring Scale Headcount 304

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Collect customer data to calculate complex formulas for tracking metrics, monitor customer health scores, and resolve support tickets while continuously trying to improve retention and expansion.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

SaaStr

JANUARY 8, 2025

It was started in 2014 when founders Daniel and Jonathan were working together at a delivery startup and experienced firsthand how slow background checks were slowing down worker onboarding. Naturally, their first customer was DoorDash and the quickly captured 95% of the gig economy market in their early days.

Revenue 299

Revenue Scale Sales Hiring Compensation 299

Intercom, Inc.

JULY 14, 2020

Customer success – every business wants to invest in it but only a few know what it actually entails or how to do it well. There are a lot of words that get thrown around with customer success: problems to be solved, implementation, product experts, expansion, strategic partners, technical advisors, proactive versus reactive.

Customer Success 249

Customer Success Management Technical Review Onboarding 249

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 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. Customer Success Is Vulnerable to Cuts Jason shared that he didn’t realize how vulnerable customer success was to cuts until 2023.

Sales Hiring 323

Sales Hiring Customer Success Scale AI 323

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 278

Customer Success Retention Company Culture Metrics 278

SaaStr

FEBRUARY 15, 2022

And even in the enterprise, losing one big customer can swamp you here in the early days. One you may not have heard but it’s a good one — is Hire One Customer Success Manager for every $2m in ARR. Map out the org and who owns and is responsible for what at the end customer at a very granular level.

Scale 264

Scale Customer Success Sales Hiring Scaling 264

Intercom, Inc.

MAY 20, 2020

As customer success managers, we wear many hats. We need to stay on top of market trends and product updates, all while making sure our customers become wildly successful. During times of rapid change, juggling everything on our plates, along with everything on our customers’ plates, can feel like a herculean task.

Scale 223

Scale Customer Success Scaling Technical Review 223

SaaStr

OCTOBER 17, 2022

Customer Success isn’t just for established leaders; it also helps growth-stage companies compound their growth through retention, upsell and expansion. ChurnZero Chief Customer Officer Alli Tiscornia explains why earlier is better, and how to build a CS team that scales for the future. When should you start customer success?

Customer Success 246

Customer Success Sales Hiring Scale Leadership 246

Intercom, Inc.

DECEMBER 10, 2020

Few are better placed to explain the concept of customer success than Nick Mehta. Those beliefs are at the core of customer success: that it’s about a relationship that goes beyond a transaction between company and customer. From reactive to proactive customer support.

Scale 223

Scale Customer Success Scaling B2B 223

SaaStr

FEBRUARY 10, 2021

Your new client onboarding process could be that chance. When you deliver an exceptional experience during the onboarding process, you build trust that will last far beyond the initial project or implementation. If that initial onboarding experience isn’t good, it leaves a bad taste in everyone’s mouth. Of course you are!)

Onboarding 214

Onboarding Customer Success Sales Software 214

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. Master Enterprise-Grade Operations The operational bar is much higher in enterprise.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

JUNE 10, 2024

Especially because the first 1-2 successful reps you hire will often be a bit of a product expert, and be great at really understanding customer problems. Forcing a rep to own onboarding, or post-sales support, that resents or doesn’t want to do it is worse than any other alternative. This is perhaps the biggest mistake.

Sales Hiring 325

Sales Hiring Scale Sales Customer Success 325

SaaStr

OCTOBER 17, 2023

Customer success is all about outcomes. What does NRR have to do with customer success? PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR.

Scale 182

Scale Sales Hiring Customer Success Scaling 182

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

ChurnZero

JANUARY 10, 2025

While those consumer innovations may still be a few years away, 2025 is sure to be a year of creativity and change in the B2B technology space, particularly in customer success (CS). And even more specifically, in the sphere of digital customer success.

Trends 52

Trends Customer Success Technical Review Artificial Intelligence 52

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

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. They did the same with their onboarding team.

Scale 296

Scale Sales Hiring Scaling Startup 296

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

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

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SaaStr

SEPTEMBER 7, 2023

A few things that always work to drive down churn in the early days — and later: Make sure you have a strong Head of Customer Success … whose #1 goal is reducing churn. Too many early-stage VPs of Sales don’t have a strong “wing person” running customer success. Put together a strong onboarding team.

Sales Hiring 298

Sales Hiring SaaS SMB Churn 298

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

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

User Pilot

APRIL 21, 2024

In SaaS, a customer onboarding dashboard can become a massive product analytics tool to understand and optimize the user journey. But what type of dashboards can you use to analyze your onboarding process? Let’s explore how a customer onboarding dashboard works and see different examples.

Onboarding 105

Onboarding SaaS Metrics Trends 105

Sales Hacker

NOVEMBER 8, 2024

Efficient TTV highlights an optimized onboarding experience and provides a clear indicator of early product satisfaction. Tracking this helps pinpoint onboarding bottlenecks, such as overly complex sign-up flows or unclear UX. Tracking this helps pinpoint onboarding bottlenecks, such as overly complex sign-up flows or unclear UX.

Scale 111

Scale Sales Recruiting Sales Hiring AI Search 111

User Pilot

MAY 8, 2024

Wondering how to build a customer success dashboard for your team? From the article, you will learn what a customer success dashboard is, why you need it, and what metrics it should include. And how to build a dashboard for your customer success team using Userpilot analytics ! Let’s dive right in!

Customer Success 105

Customer Success Customer Lifetime Value Retention Onboarding 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. Featuring : Adam Thomas, product management expert, and Lusine Sargsyan from Userpilot.

Customer Success 105

Customer Success Onboarding User Experience Engagement 105

ChurnZero

FEBRUARY 21, 2025

Should you be charging for customer success? Why not take customer-facing services as seriously as our products? It’s also a major strategic shift that comes with plenty of challenges, including internal and customer resistance. Charging for customer success: the pros and cons.

Customer Success 52

Customer Success Sales Enablement Onboarding Leadership 52

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

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

APRIL 22, 2024

In SaaS, it’s advised to follow customer success best practices to ensure that users achieve their desired outcomes with your product and become loyal advocates for your brand. TL;DR Customer success builds long-lasting relationships, increases customer retention , lifetime value , and advocacy, and informs product development.

Customer Success 99

Customer Success Retention Software Review Customer Lifetime Value 99

Stax

MARCH 16, 2025

However, by cutting churn in half (to 2.5%), the company could save $150,000 annually while maintaining a stronger, more engaged customer base. A lack of onboarding Onboarding is critical when it comes to successful user adoption of a new product.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

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

DECEMBER 31, 2024

While your product managers use our analytics reports to track product usage, your engineering teams can use our session replays to uncover bugs, and your customer support team may use our in-app help center feature to offer self-service and reduce support tickets. Appcues Appcues is a user onboarding tool designed with simplicity in mind.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105