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.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

SaaStr

JUNE 21, 2024

Sam Blond, the former CRO at Brex with 15 years in tech sales, took the stage at SaaStr Europa 2024 to share nine easy sales concepts that so many get wrong. Sam got his first job in tech sales as an SDR for Jason Lemkin’s company, EchoSign, which later sold to Adobe and launched his career. They did this right at Brex.

Sales Recruiting 290

Sales Recruiting Sales Hiring Scale Outsourced Development 290

Intercom, Inc.

AUGUST 29, 2019

In this week’s episode we’ve dug down into the podcast vaults to bring you some of the best insights shared by our guests about scaling sales. It’s no surprise that one of the key levers for growth as you go from startup to scale-up is your sales team. Hiring for sales with John Barrows.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

SaaStr

JUNE 13, 2024

Earlier this month, Gong’s CEO and Co-Founder Amit Bendov sat down with SaaStr Founder and CEO Jason Lemkin at SaaStr Europa 2024 to talk about all things AI and the lessons learned while scaling to billions. Amit asked himself, “ How hard would it be to understand customers better than salespeople?” First, no drudgery.

Scale 306

Scale AI Sales Underperforming Technical Team 306

SaaStr

JULY 22, 2019

Hear from Roger Scott, New Relic’s EVP and Chief Customer Officer as he shares his 7 tips and tricks for keeping your customers happy— and how to do so at a large scale. That’s not a bad start. As the introduction said, I’m the Chief Customer Officer at New Relic. We work with mostly modern teams.

Scale 234

Scale Scaling Sales Hiring Underperforming Technical Team 234

SaaStr

NOVEMBER 26, 2019

Its customer base spans over 14,000 customers in over 100 countries. Hear from Duo Security’s VP of Inside Sales America on how to build a $2.3B sales team. Jennifer Lawrence | VP, Inside Sales @ Duo Security. This is where I got my chops in growing and scaling enterprise sales teams.

Scale 294

Scale Sales Hiring Underperforming Technical Team Sales 294

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

FEBRUARY 25, 2020

Kathy Lord, SVP of Sage People explains how asking hard questions, embracing feedback and making personal connections with your customers can move the sales journey from prospect to champion. And when you think about that, why are you focused on creating champions isn’t just good enough to have successful customers?

Scale 240

Scale Underperforming Technical Team Sales Hiring Software Review 240

SaaStr

JANUARY 21, 2020

Justin Welsh, former SVP of Sales at PatientPop explains how he started in SaaS in 2009 as the second sales hire at Zocdoc. Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. Justin Welsh | SVP Sales @ PatientPop. Want to see more content like this?

Sales Recruiting 332

Sales Recruiting Sales Hiring Scale Sales 332

Intercom, Inc.

JULY 11, 2019

But as the business becomes more successful – and there are resources to build a support team – additional layers begin to separate executives from their customers. It becomes harder for the folks running things to make time to be inside their customers’ minds. If you’re a leader, he says, don’t try to scale your job.

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

SaaStr

NOVEMBER 1, 2022

We remain optimistic about the prospects of cross-border SaaS. Companies in our region are good at achieving PMF and scaling to $1 million-$5 million ARR efficiently. They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. Org Building Ideas for Cross-Border Companies.

Scale 293

Scale Sales Hiring Underperforming Technical Team Cybersecurity 293

Intercom, Inc.

APRIL 22, 2019

Businesses also win if, as a result of AI, teams are able to create more white-glove moments that turn users into customers for life. He joined me for a conversation on tackling issues that come up as you scale your customer experience. When scaling your customer experience, remember AI can’t simulate human empathy.

Scale 156

Scale Scaling Underperforming Technical Team AI Search 156

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

SaaStr

MARCH 22, 2024

After switching to SaaS, she started as an SMB sales leader with no prior management or SMB sales experience. She wanted to jump into a full cycle capacity as a sales leader, but she said yes. The decision to leave a fairly scaled role leading 200+ AEs at LinkedIn to join a smaller-stage startup.

Scale 300

Scale Underperforming Technical Team SMB Finance 300

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. She joined the company in 2007 back when it was just 30 people and has been instrumental in helping the company scale both its team and its market share over the years. Why you need a customer success team.

VP of Engineering 108

VP of Engineering Customer Success Churn Scale 108

User Pilot

OCTOBER 19, 2024

Customer satisfaction (CSAT) is a measure of how well a company’s product, service, and overall experience meet customer expectations. According to a Deloitte report , positive customer experiences can lead to a 140% increase in spending compared to negative ones. Next, calculate the customer satisfaction score.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

JUNE 4, 2021

We can look back at how Datadog scaled. Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. Lastly, he provides his piece of advice to all founders that are looking to become customer-centric. Yeah, everyone, right?

Scale 317

Scale Underperforming Technical Team Sales Hiring Engineering 317

SaaStr

MARCH 24, 2020

Sam Blond, CSO at Brex explains why recruiting, networking and employee happiness is the key to this playbook on recruiting your sales team. Sam Blond | Chief Sales Officer @ Brex. I’m doing The Playbook To Recruiting Your Sales Team. Once again, amazing job to the SaaStr team. FULL TRANSCRIPT BELOW.

Sales Recruiting 191

Sales Recruiting Sales Hiring Scale Underperforming Technical Team 191

Intercom, Inc.

OCTOBER 26, 2018

Customer success means wildly different things to different companies in the SaaS industry. Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

Stax

MARCH 18, 2025

Ensuring long-term success with SaaS operations and sustainable growth is difficult for most SaaS applications. It can be easy to consistently double revenue if you’re an early-stage company, but as you scale up, sustaining that becomes more difficult. Customer acquisition cost. Monthly/annual recurring revenue.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

JANUARY 17, 2024

Scaling SaaS is not for the faint of heart. If you do not scale, you will be unable to reach a new pool of customers and your competitors will leave you in the dust. If you scale prematurely, you may struggle to satisfy customer expectations. Provide the necessary training for your sales teams.

Scale 105

Scale Scaling SaaS Underperforming Technical Team 105

SaaStr

APRIL 5, 2023

A bad experience with a revenue operations leader might taint your view of the position at all future companies, but that would be a mistake, as CRO Confidential podcast host Sam Blond learned first-hand. Considering aspects of sales and GTM strategies. A good range for this hire might be between 2-8 sales reps. Enablement.

Sales Hiring 245

Sales Hiring Education Scale Strategy 245

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.

Merchant Services 259

Merchant Services Scale Sales Recruiting Sales 259

Sales Hacker

AUGUST 7, 2024

Paul Mander currently leads all of go-to-market for B2B at Optery. He previously built the pre and post sales solutions team at mParticle from zero to supporting hundreds of enterprise customers. Should your sales engineers also implement the software? How easy is it to implement your product?

Underperforming Technical Team 124

Underperforming Technical Team Technical Review Sales Hiring Scale 124

SaaStr

MAY 10, 2022

Recovery from COVID has taught us that adapting and learning how to thrive in new ways in the face of change, whether good or bad, can lead to exponential growth. . He highlights the three key strategies that helped TripActions scale and boost their revenue. Develop a well-defined vision.

Travel 270

Travel Revenue Underperforming Technical Team Scale 270

SaaStr

NOVEMBER 9, 2022

Developing a product that solves a customer’s pain point provides a sense of pride and can drive the positive, emotional moment of awe that retains customers for the long haul. Winning the trust of your customers may take time (and can be lost in a fraction of that time), but earning that trust is essential to success.

Underperforming Technical Team 49

Underperforming Technical Team Business Scale Business Model 49

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

SaaStr

APRIL 30, 2022

The second constituent there is the developer. Why do developers love SaaS products? 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. The key here is knowing what your sales model is.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

Intercom, Inc.

JUNE 23, 2020

The internet is also driving an explosion in customer choice, allowing them to easily switch to businesses who provide better experiences. Delivering those better experiences requires a fundamentally new way to do customer support, a messenger-based approach that works at internet scale. The future of support has a new shape.

Customer Support 245

Customer Support Scale Underperforming Technical Team Scaling 245

Intercom, Inc.

JULY 19, 2021

It’s quick, efficient, and personal, meaning that customers can get the answers they need, where and when they need them. And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships.

Underperforming Technical Team 129

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 129

SaaStr

JULY 29, 2019

Wait to hire your VP of Customer Success … and watch a key account just leave to a competitor. What Order Should You Hire Your Management Team In? #4. Not Being Physically Closer to Key Customers — and Partners. But even worse, they don’t visit their key customers in person even after the deal closes.

Sales Hiring 230

Sales Hiring Venture Capital Scale SaaS 230

ChurnZero

JULY 22, 2022

Does your Customer Success team have a shallow view of onboarding? If you consider onboarding to be a success when a customer reaches their go-live date, then you need to dig deeper. It’s about transforming your customer’s business and delivering value, so you make their life better,” says Donna.

Scale 98

Scale Onboarding Scaling Underperforming Technical Team 98

Totango

JULY 28, 2021

Following best practices for hiring a customer success manager can make a critical difference in the quality of your customer relationships. Customer success managers serve as the face of your company in dealing with clients, playing a key role in ensuring satisfying experiences of your brand. Suggesting upsells.

Customer Success 118

Customer Success Management Underperforming Technical Team Scale 118

Totango

DECEMBER 23, 2021

In a recent poll, we asked customer success professionals to rank their top year-end challenge. Burnout is a common occurrence, especially at the end of the year and especially in customer-facing industries like CS. Poor Employee Engagement. Burnout often leads employees to be more cynical, negative and impatient.

Underperforming Technical Team 105

Underperforming Technical Team Customer Success Scale Leadership 105

SaaStr

JANUARY 10, 2020

.” In the context of the larger article, he’s making the case for manufacturers to adopt a SaaS playbook: become customer-centric, hire Customer Success Managers (CSMs) to engage customers more deeply, deploy technology to manage the customer relationship beyond the initial sale, etc.

Sales Hiring 173

Sales Hiring Scale Underperforming Technical Team Onboarding 173

Intercom, Inc.

SEPTEMBER 8, 2021

When it comes to launching sales teams in hyper-growth startups, few people have walked the walk as much as Maggie Hott. She “stumbled” into it, as she told us, first as one of the earliest sales hires of Eventbrite, where she stayed for four years, and then into Slack in early 2015 as the first sales rep in the Bay Area.

Scale 118

Scale Sales Hiring Sales Recruiting Underperforming Technical Team 118

ChurnZero

SEPTEMBER 8, 2022

This is a guest post by Sara Barnes , vice president of Customer Success at Skilljar. Every Customer Success team focuses on keeping customers engaged and ultimately, preventing churn. In fact, customer education helps scale Customer Success , as the company scales business. .

Education 98

Education Customer Success Underperforming Technical Team Scale 98