Intercom, Inc.

FEBRUARY 6, 2020

At the helm of Udemy for Business’ customer acquisition machine is their VP of Marketing Yvonne Chen. When Yvonne joined in 2016, the business unit consisted of just 10 people across product, engineering, sales, and marketing. Turning a sales objection into a unique differentiator.

Marketplace as a Service 243

Marketplace as a Service Scale Sales Recruiting Business 243

SaaStr

MARCH 12, 2019

So first off, I’m saying we start with customer success. What is sales? What is sales? Isn’t sales really around customer value creation? Sales is not about revenue generation, it’s around customer value creation. Why are we so obsessed with sales being focused on revenue?

Scale 261

Scale Sales Hiring Revenue VP of Engineering 261

Totango

MARCH 19, 2021

The traditional customer journey infographic envisioned the customer’s experience from a sales and marketing standpoint, visualizing a funnel marking the steps from a lead acquisition through a sale, also known as the buyer’s journey. Keep in mind that onboarding can also begin in the presales process.

Sales Recruiting 126

Sales Recruiting Onboarding Branding Retention 126

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. To combat this problem, take time to research and write job descriptions that align with both your team needs and industry best practices.

Sales Hiring 99

Sales Hiring Sales Recruiting Scale Customer Success 99

Unbounce

JUNE 16, 2020

For example, ActiveCampaign’s reseller program offers beefier discounts to partners as they grow, letting them set their own pricing and pocket the difference: ActiveCampaign’s reseller program offers deeper discounts on pricing as more sales are made, creating an incentive to go big. This generates recurring revenue.

Outsourcing Services 106

Outsourcing Services Sales Recruiting Scale SaaS 106

ChurnZero

APRIL 27, 2021

As ChurnZero recently secured a Series B investment bringing our total funding that has been raised to date to $35 million, we thought we’d take a look back and see the role that Customer Success plays at each respective stage of funding for SaaS companies. Early-Stage Funding & Customer Success.

Scale 98

Scale Customer Success Payments Underperforming Technical Team 98

Tom Tunguz

FEBRUARY 24, 2015

But when a repeatable sales process seems to have been discovered, it’s time to develop the startup’s revenue forecast. Revenue forecasts accuracy won’t ever be perfect, but they do serve the purpose of communicating to the management team and the board the way a business plans to grow.

Sales Recruiting 113

Sales Recruiting Startup Revenue Sales Hiring 113

SaaStr

APRIL 30, 2022

So growth of the kind of subscription, eCommerce industry has been over 100% year on year for the past five years, according to McKinsey. How much is a customer going to bring you over his lifespan using your product? Customer acquisition. Start with increasing the number of customers, getting more customers.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

SaaStr

JULY 15, 2022

Jason Lemkin: I’ll answer it, but are you thinking more on sales or technology or broadly speaking in the question? Ash Bhoopathy (@ashbhoopathy): Probably more around go-to-market and sales. First of all, on go-to-market and sales and marketing, be very, very wary of folks that want to outsource your core.

Scale 293

Scale Outsourcing Services Sales Hiring VP of Engineering 293

ChurnZero

DECEMBER 18, 2020

With each passing year the Customer Success industry matures and meets new challenges along the way, and this year has been nothing short of challenging in many ways. . Q&A Recap: Speakers: Megan Macaluso , VP Customer Success & Operations, ESG. Jay Nathan , Chief Customer Officer, Higher Logic.

Customer Success 87

Customer Success Sales Recruiting Sales Hiring Finance 87

Sales Hacker

NOVEMBER 15, 2017

With the rise of AI, new sales technology and automation at the forefront of the sales echo chamber these days, we thought we’d take a moment to bring it back to BASICS – that’s why we’ve rounded up this complete glossary of sales terms and definitions to help you remember where it all started.

Scale 105

Scale Payment Methods Sales Recruiting SaaS Payments 105

Sales Hacker

APRIL 21, 2021

“It looked like being the pain in the butt BDR who asked way too many questions, broke anything that could possibly be broken, and paid for my own subscriptions to software just because I wanted to tinker with things before I had to bother asking for approval and budget.”. Do you love chasing down the sale? Unified data problems.

Scale 111

Scale Sales Recruiting Technical Review Technical Advisors 111

Sales Hacker

JANUARY 22, 2020

If you think sales is a simple job, I have a few hundred professional connections who would like a word with you. There’s a range of key skills that separate the best from the rest, and success belongs to companies who can identify and hire reps who have those precious skills. By mastering your sales interview questions.

Sales Hiring 88

Sales Hiring Interviewing Underperforming Technical Team Sales Recruiting 88

User Pilot

JULY 27, 2023

Customer Success Manager: This person is responsible for customer relationships and experience as well as acting as the voice of the customer. In large companies, the CSM also oversees other customer success roles. They also manage finances and supervise one or more engineering teams.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

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. Conclusion.

SaaS Payments 111

SaaS Payments Payment Methods Outsourced Development Underperforming Technical Team 111

User Pilot

JULY 22, 2023

In this guide, we’re going to show you how a land and expand strategy can help you grow your revenue generation from existing clients by deploying a foot-in-the-door approach with your sales team! You need a clear target market, proper positioning, product-market fit, and the right sales process for a land and expand strategy to work.

Strategy 96

Strategy Sales Recruiting Customer Success Acquisition 96

CustomerSuccessBox

JUNE 6, 2022

With Subscription-based models everywhere, the need for customer success strategy in the organization is rising too! Companies know subscription isn’t going to sustain longer without a customer success strategy in place. Why do you want to join customer success?

Interviewing 10

Interviewing Customer Success Sales Recruiting Compensation 10

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

Intercom, Inc.

APRIL 18, 2019

Anthony Kennada , the Chief Marketing Officer at Gainsight , has helped navigate these tricky waters and put the Customer Success category on the map. Over the past four years, the number of Customer Success Managers (CSMs) in the industry has increased 400%. They would have been like: ‘What is customer success?

Scale 112

Scale Sales Recruiting Marketplace as a Service Sales Hiring 112

Intercom, Inc.

APRIL 22, 2019

Here are five quick takeaways: Businesses focused on scaling need to think of customer support as a revenue team , not a cost center. With the advent of the subscription economy, support is increasingly responsible for fostering that relationship over time (which can lead to more long-term revenue). Short on time? What is the pain?

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

OpenView Labs

NOVEMBER 16, 2021

Annual Recurring Revenue (ARR). The value of your contracted subscriptions taking into account revenue added/lost from components such as new sales, renewals, upsells, churn, etc. It excludes indirect costs such as sales and distribution costs. Customer Acquisition Cost (CAC). Average Time to Recover CAC.

Benchmarks 71

Benchmarks Scale Metrics Sales Recruiting 71

User Pilot

MAY 20, 2024

Implement a customer success program to exceed customer expectations. The term can also refer to a business strategy aimed at building long-term relationships with customers and strengthening their loyalty. Why is it important to retain customers? Customer retention is at the core of SaaS product success.

Retention 105

Retention Strategy Sales Recruiting Scale 105

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! When attempting to grasp Hotjar’s pricing, it’s helpful to group its subscriptions into two camps. Priority support is only available for subscriptions with 4,000+ daily sessions.

Pricing 105

Pricing Investment Software Review Scale 105

OpenView Labs

MARCH 29, 2019

strategic narrative) has permeated its ranks because they’re usually staffed by a mix of sales, marketing and product people. Or haven’t permeated those ranks: One sales rep told me if I wanted to hear a really good version of the pitch, it was too bad because his CEO, who would be back shortly, was really good at that.

Sales Recruiting 65

Sales Recruiting Underperforming Technical Team Subscription Payment Features 65

OpenView Labs

OCTOBER 11, 2019

After a few years, however, we realized that a subscription model would deliver more value for us and for our users. It would help us establish a more predictable and consistent income based on recurring revenue instead of one-time purchases. I’ve had roles in almost every function from sales to product to customer success.

Sales Hiring 40

Sales Hiring Part-Time VPE CTO Hire Technical Review 40

SaaStr

JUNE 10, 2020

Meagen, sales. Everyone, customer success. Launch it to our customers, launch it to the sales team, launch it to prospects.” What did we need for our sales team from an enablement standpoint and our CSMs? And then of course, sales pipeline and the livelihood of our business. We had duty of care.

Travel 215

Travel Scale Marketing Outsourcing Services 215

User Pilot

JULY 28, 2024

Subscription Management & Upselling : Assist users with subscription management (e.g., plan changes, renewal options, payment inquiries) and identify potential upsell opportunities based on user behavior and needs. Subscription Management & Upselling : Assist users with subscription management (e.g.,

Retention 52

Retention Payment Solutions Sales Recruiting Development Team Review 52

ChurnZero

SEPTEMBER 26, 2019

“No longer can businesses assume their customers are happy and successful, they must work to keep them successful,” said You Mon Tsang, CEO and Founder of ChurnZero. SAAS CUSTOMER SUCCESS AWARD WINNERS. Promod Haque – Senior Managing Partner – Norwest Venture Partners. Inference Solutions.

Software Review 45

Software Review Sales Recruiting Technical Review Systems Review 45

SaaStr

AUGUST 7, 2020

359: The Secrets to Vertical Growth, What it Really Takes to Build a $1B SaaS Company with Matt Garratt, SVP, Managing Partner @ Salesforce Ventures, Trisha Price, Chief Product Officer @ nCino and David Schmaier, CEO & Founder @ Vlocity. They need fewer sales as a percentage of overall employees. Trisha Price: Yes.

Payment Solutions 195

Payment Solutions Pricing Payments Payment Services 195

SmartKarrot

OCTOBER 18, 2021

Role: VP Customer Success Location: Irvine, CA, US (Hybrid) Organization: IntelligenceBank As a VP of Customer Success, you will achieve business targets for upsell, product usage and engagement, retention ARR and churn prevention for the North American region. set by your manager.

Sales Recruiting 19

Sales Recruiting Customer Success Payment Services Payment Facilitation 19

User Pilot

JUNE 28, 2023

Stripo offers a pre-sign up interactive demo that brings prospects to their ‘Aha’ moment before they even create an account. Kommunicate drives sales-less product adoption through product experiments and tracking adoption rates with Userpilot.

Onboarding 97

Onboarding SaaS Payments Payment Services Payment Solutions 97

BetterCloud

DECEMBER 17, 2020

Why IT should actively manage SaaS sprawl. According to our State of SaaSOps survey research , when asked about routine searches on the corporate network to find new end-user app subscriptions, 31% say they simply don’t do them at all. Get app security and integration approvals from security and compliance teams.

Sales Recruiting 52

Sales Recruiting Management SaaS Government 52

SmartKarrot

MARCH 31, 2022

Role: Customer Success Director Location: Denver, CO, US Organization: E Source As a Customer Success Director, you will be the primary point of contact for the customers, acting as a concierge for all of E Sources offerings. Management of renewals for subscription memberships.

Sales Recruiting 19

Sales Recruiting Customer Success Sales Hiring Systems Review 19

ProfitWell

NOVEMBER 8, 2019

On today’s episode, Flywire focuses on the customer, MoneyLion drops the “Netflix of finance,” and Impact Pricing launches an online course you’ll be all about. Your top subscription news. Because their team also knows subscription business models are new and… can be confusing. Impact Pricing drops the knowledge.

Sales Recruiting 40

Sales Recruiting Payment Services Payment Methods Sales Hiring 40

Chart Mogul

JULY 1, 2020

They decided to ask their previous clients whether they also find recruitment and scheduling customer interviews a problem they face in their research, and if more than 50% say yes, to proceed with their idea. You learn your customers’ language. I recommend you film or take voice recordings during your customer interviews.

Interviewing 76

Interviewing B2B Marketing Underperforming Technical Team 76

Valuize Consulting

OCTOBER 23, 2024

While acquisition remains important, customer retention and expansion have proven equally vital to sustainable growth and competitive advantage. Having mentored leaders in customer success (CS) and customer experience (CX) for over a decade, Ive seen some of these professionals move into C-level roles.

Underperforming Technical Team 52

Underperforming Technical Team Scale Technical Review Customer Lifetime Value 52

User Pilot

JULY 21, 2024

They use customer information to identify churn risks, understand customer needs, and measure the effectiveness of retention programs. Collaborate with other departments : They work closely with marketing, sales, and customer success teams to ensure a cohesive customer experience that fosters loyalty.

Retention 52

Retention Management Sales Recruiting Scale 52