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”.

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Technical Review Sales Recruiting Customer Success Sales Hiring 52

SaaStr

OCTOBER 12, 2020

You can also totally change your sales team. If you want to say, increase net retention from 100% to 105% this quarter, make that a Top 3 goal and talk about it every single week. In a way, this is the same point as #1, almost — except you can recruit even more of the team here. There are only 40-50 hours in a sales week.

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Sales Recruiting Sales Hiring Churn Onboarding 350

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.

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Scale Customer Success Sales Hiring Strategy 177

Sales Hacker

MAY 6, 2021

What’s the difference between a VP of Sales and a Chief Revenue Officer (CRO)? The VP of Sales. Great VPs of sales have gravitas and tact, command the room and hold their end of the table regardless of who is on the other side. Singular focus on sales. As the title would hint at, the VP of Sales should focus on sales.

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VP of Engineering Sales Hiring Sales Recruiting Sales 122

SaaStr

JULY 1, 2020

An open discussion with Sam Blond, CSO at Brex, and Kristen Habacht, VPS at Atlassian, about adjusting their sales process during Covid-19. Kristen Habacht runs EDR sales at Atlassian, which I got a check today, $40 billion-$50 billion company. She manages a huge global team. Four, people in the sale? Jason Lemkin: None.

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Merchant Services Scale Sales Recruiting Sales 259

SaaStr

MARCH 18, 2022

Which customer segments best represent your growth focus? Mapistry recruited a diverse pool by inviting both legacy customers and new customers. . Your legacy customers will give you rich information on how you’ve grown already. Strategic feedback allows you to grow with the needs of your customers.

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Sales Recruiting Enterprise Onboarding Investment 246

Tom Tunguz

MAY 12, 2015

At the Gainsight Pulse conference yesterday, I moderated a panel with Boaz Maor, VP of customer success at Mashery and Mike McKee, SVP of customer success and services at Rapid7. During the panel, both men described their path to building substantial customer success organizations at their respective companies.

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Compensation Customer Success Sales Recruiting Churn 100

Totango

JULY 19, 2021

And in this customer-centered economy, your customer success (CS) team is invaluable. The team’s goal is to retain your hard-won customers and help them grow by deepening the customer relationship and ensuring they are realizing value with your product every step of the way. 1: Recruit the Right People.

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Customer Success Sales Recruiting Compensation Scale 126

Totango

MARCH 15, 2022

Efforts to scale customer success team activity often fall short because of failure to avoid common mistakes. Your human resources practices, your project management procedures and your technology strategy all need to come together in order for you to scale up without overextending yourself.

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Sales Recruiting Customer Success Sales Hiring Scaling 102

Sales Hacker

APRIL 19, 2022

In this article, I’ll outline the principles of compensation design , how to build sales compensation plans , and include resources to set OTEs and quotas that keep your reps happy and hungry for more. Why Sales Comp Planning is Key to Rep Retention. Who should be responsible for sales compensation planning?

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Compensation Sales Recruiting Sales Hiring Retention 98

Valuize Consulting

DECEMBER 7, 2021

Level Up Your Customer Success Organization. In the subscription economy, there’s no debate about whether or not to invest in Customer Success (CS); 70% of rapidly growing businesses say that Customer Success is extremely important ( Hubspot , 2017). The fourth challenge is complexity.

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VP of Engineering Customer Success Sales Hiring Interviewing 98

User Pilot

MAY 20, 2024

Wondering how to improve customer retention? The article shares 20 actionable customer retention strategies for your SaaS! TL;DR Customer retention is your ability to keep users using the product. Without retention, a SaaS business doesn’t have a predictable revenue stream necessary for growth.

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Retention Strategy Sales Recruiting Scale 105

Totango

OCTOBER 20, 2022

Hiring team members with the right customer success manager skills is critical for the effectiveness of your CS team and strategy. Here we’ve identified the 13 most essential qualities to consider when hiring a CS manager. What Is a Customer Success Manager (CSM)? Relationship management.

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Sales Hiring Customer Success Sales Recruiting Technical Review 97

ChurnZero

NOVEMBER 29, 2022

This is a guest article by Michael Su , senior consultant of Customer Success, The Success League. Customer Success is still a young field and a new concept for many companies. When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts.

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Customer Success Sales Recruiting Technical Review Compensation 98

Sales Hacker

OCTOBER 30, 2018

Welcome to Sales Hacker’s first-ever Influential Women in Sales list! In this exclusive list, we wanted to honor not just female leaders that promote their own sales platform (no shame in that!) They say “You can’t be what you can’t see,” and the sales floor is no exception.

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Sales Recruiting VP of Engineering Scale Sales Hiring 111

ChurnZero

JANUARY 26, 2021

A J oint Success Plan is a simple but powerful tool for outcome-based customer success management. It’s designed to help solution providers align with their customers’ business goals and objectives. Customer success continues to evolve as a practice within companies that enjoy recurring revenue models.

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Customer Success Sales Recruiting Sales Hiring Management 98

ChurnZero

JANUARY 13, 2023

However, it’s tough to predict the future alone — so we asked Customer Success leaders across the industry to share their top trends for 2023. Second, the power of AI in customer experience will become more evident and accessible—an innovation we at ChurnZero have jumped on with the introduction of Customer Success AI.

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Trends Customer Success Sales Hiring Artificial Intelligence 98

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.

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Sales Recruiting Onboarding Branding Retention 126

Sales Hacker

SEPTEMBER 8, 2022

One of the oldest truisms in sales is that recruiting new clients costs more than retaining them ( five to 25 times more costly, depending on the industry). More than ever, customer success teams must be in complete lockstep with their sales teams—both should treat any renewal as a joint effort and success.

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Sales Recruiting Technical Review B2B Benchmarks 133

SaaSX

JULY 12, 2020

Determining if sales or customer success should own customer expansion and renewals is the age-old SaaS question. If you are a SaaS founder, sales, or CX leader you have probably spent a lot of time thinking about this topic. Who you recruit will impact the success of the model. Leadership.

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Sales Recruiting Sales Hiring Sales SaaS 90

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

Sales Hacker

OCTOBER 19, 2022

Sales compensation planning can be a tricky beast to tame — but know that you’re not alone. I asked 12 incredible sales leaders across the SaaS industry to share their biggest challenges with comp planning and how to overcome them. Related: New to sales compensation planning? Top 10 sales compensation challenges.

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Compensation Sales Recruiting Sales Finance 125

SaaStr

AUGUST 5, 2019

It was just a catch phrase we would use but became the cornerstone, if you would, of our customer retention strategy. Because everybody wants to sell to the enterprise if you’re a SaaS company, but is that something that you really need to do in order to be successful? What does he know about building customer value?

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Sales Recruiting Construction Scale SaaS 202

SaaStr

APRIL 30, 2022

How much is a customer going to bring you over his lifespan using your product? Customer acquisition. Customer acquisition is basically how much do you spend in terms of sales people, sales team, and in terms of marketing to acquire a new customer. The key here is knowing what your sales model is.

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SaaS Payments Metrics Payment Methods Scale 246

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.

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Customer Success Sales Recruiting Sales Hiring Finance 87

Incredo

OCTOBER 17, 2019

common software sales comp plans, 2. what factors to consider before defining your SaaS sales commission percentage. We will share 8 ideas on how to increase your sales team’s productivity and help them close more deals. We will share 8 ideas on how to increase your sales team’s productivity and help them close more deals.

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SaaS Payments Compensation Payment Services Sales Recruiting 150

Incredo

OCTOBER 17, 2019

common software sales comp plans, 2. what factors to consider before defining your SaaS sales commission percentage 4. and finally figure out how much that SaaS sales salary should be. In the end, a bonus section is waiting for you! What are 5 common SaaS sales compensation models? We will write about: 1.

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SaaS Payments Compensation Payment Services Sales Recruiting 144

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

Stax

MARCH 18, 2025

Often abbreviated to CLV or LTV, this is the amount of revenue generated by a customer as long as they have an account with your SaaS company. Customer acquisition cost. Your CAC is how much you spend on acquiring and onboarding a customer, and can include marketing, communications, sales, and other expenses.

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Scale Payment Services Payments SaaS Payments 117

Intercom, Inc.

JULY 19, 2021

What’s more, Forrester’s study, Drive Conversational Experiences For A Future-Ready Customer Support Strategy , revealed how conversational support can fuel customer retention and business growth across the entire business. Conversational support allows you to effortlessly capture important customer information up front.

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Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

User Pilot

AUGUST 28, 2024

Interested in customer success director roles? In this guide, we’ll explore the ins and outs of customer success director roles through detailed job descriptions and handy templates. The specific requirements for this position will depend on the company size, industry, and the complexity of its customer base.

Customer Success 52

Customer Success Sales Recruiting Sales Hiring Leadership 52

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

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

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Scale Scaling Sales Hiring Sales Recruiting 210

SaaStr

SEPTEMBER 13, 2020

They started in the point of sale market, and then as the company scaled, they rolled out new value props and modules for payroll, or Toast capital, or ways to manage your employee base. This is really founder-led sales. That’s really analyzing a period back, how much does it cost to acquire a customer?

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Sales Hiring Scale Payments Cloud 232

User Pilot

JULY 28, 2024

Interested in retention specialist roles? In this guide, we’ll explore the ins and outs of retention specialist roles through detailed job descriptions and handy templates. TL;DR A retention specialist , also known as a customer retention specialist, is basically a customer advocate within a company.

Retention 52

Retention Payment Solutions Sales Recruiting Development Team Review 52

ChurnZero

JULY 9, 2020

But if you’re like most companies, when it comes to attracting your customers, the only thing your marketing’s dropping is the ball. Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Upskill to Up Your Retention Game . The Forgotten CSM: Customer Success Marketing.

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Retention Strategy Scale Sales Recruiting 64

Tom Tunguz

AUGUST 13, 2014

At conferences, events and coffee meetings, startup founders and employees freely share many of the insights into product design, marketing, customer success, and engineering best practices. After leaving Google, I discovered startups are more open and collaborative with their learning than most large companies.

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