SaaStr

AUGUST 5, 2024

How do you leverage your customer success team to drive revenue growth? Hook’s Head of Customer, Natasha Evans, took the stage at SaaStr Europa to discuss the three things leaders should focus on to fuel revenue growth. Historically, customer success teams have been pretty data-poor.

Scale 284

Scale Customer Success Scaling Revenue 284

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 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 320

Sales Hiring Customer Success Scale AI 320

SaaStr

OCTOBER 25, 2024

You gotta make those top customers successful, and happy. Many enterprise SaaS companies lose money on services, and only provide them to support the deals and deployments — and success. In that case, implicitly, they are spending more than that 8%-10% to help their customers. I say overinvest. That’s usually good enough.

Investment 298

Investment SaaS SMB Enterprise 298

SaaStr

NOVEMBER 27, 2024

Its product provides software to spas and salons but it’s not new (the first salon software came out in the 80s), and neither is a lot of the vertical software getting hot today. 10-15 years ago, salon and spa software was essentially a calendar with bells and whistles. readily available that didn’t exist before.

SaaS Payments 257

SaaS Payments Payments Payment Solutions Payment Services 257

SaaStr

FEBRUARY 28, 2025

We’re rolling out the next wave of speakers for 2025 SaaStr Annual, May 13-15 in SF Bay: Bill Staples, CEO, Gitlab Josh Reeves, CEO, Gusto Eddie Kim, CTO & Head of AI, Gusto Drew Houston, CEO, Dropbox Arvind Nithrakashyap, Co-Founder & CTO, Rubrik Sridhar Ramaswamy, CEO, Snowflake Jeremy Burton, CEO, Observe AI Jack Newton, CEO and Founder, (..)

New CTO 263

New CTO CTO AI Customer Success 263

Stax

MARCH 16, 2025

The average churn rate for the software industry as a whole is 14%. As a SaaS business leader, reducing software user churn is an important part of maintaining your customer base and increasing revenue. TL;DR The average software industry churn rate is 14%, but SaaS companies should aim for under 2%. Contact sales 2.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

User Pilot

OCTOBER 19, 2024

Think of Net Promoter Score (NPS) software as a tool to measure your customers’ feelings about your product, and categorize them based on their level of loyalty (promoters, neutrals, and detractors). 7 Nicereply for support and customer success teams with various helpdesk integrations Nicereply surveys.

Software Review 105

Software Review Technical Review Software B2C 105

SaaStr

OCTOBER 25, 2024

For the subsequent ten years in software, we’ve optimized every little bit of how we sell it. But today, it’s different because the kinds of software we sell aren’t the same. Six months ago, security was the number one prohibition preventing businesses and software companies from buying AI. It isn’t predictable.

Venture Capital 331

Venture Capital Marketing AI SaaS 331

SaaStr

FEBRUARY 12, 2025

The Evolution of Vertical SaaS The shift from horizontal to vertical SaaS solutions represents a fundamental change in how enterprises buy and implement software. They don’t just build software they become construction industry experts. Efficient Growth : Word-of-mouth in tight-knit industries reduces customer acquisition costs.

Construction 251

Construction Scale SaaS Travel 251

SaaStr

OCTOBER 11, 2022

Even with late stage VC capital much harder to get now, and the IPO markets still frozen, I see many folks on my LinkedIn feed saying Sales and Customer Success are underpaid. Well, for most of time, about 10% of the “profit” on a deal has done to sales, and about 5% of renewals have gone to customer success.

Scale 283

Scale Customer Success Venture Capital Sales 283

SaaStr

OCTOBER 18, 2024

Along with co-host Ben Salzman, Jason and Henry discuss the transformative power of AI within SaaS and the evolving dynamics that are reshaping the landscape of software as a service. For years there’s been a QA space where businesses were manually grading thousands of customer success agents. Now, everything has AI in QA.

Sales Recruiting 305

Sales Recruiting Sales Hiring Scale AI 305

Tom Tunguz

FEBRUARY 26, 2025

Startups should pursue maximization when there are no clear differences in customer segments’ willingness to pay, and when the optimal short term and long term prices are equal. Many mid-market software companies price with the goal of revenue maximization, negotiating for the highest possible price in each sale.

SaaS Payments 276

SaaS Payments Pricing Strategy Scale 276

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

SaaStr

APRIL 6, 2025

The #1 Thing That Makes Enterprise Customers See Value: A Great Dashboard #2. Thoma Bravo: Software Spend Will Grow 19% a Year Through 2028. The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. Top Posts: #1. AI is The Accelerant. #3. Yes, SaaS is Back. OpenAI to Hit $12.7

Scale 189

Scale Software Review AI Marketing 189

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

Customer Success VP of Engineering Payments Payment Methods 158

FastSpring

AUGUST 6, 2024

She recently assisted a European software company that was contacted by African taxing authorities inquiring about an unpaid tax liability. FastSpring provides an all-in-one payment platform for SaaS, software, and digital goods businesses, including VAT and sales tax management, payment localization, and consumer support.

Merchant Services 167

Merchant Services Payment Services Outsourcing Services SaaS Payments 167

SaaStr

MARCH 12, 2025

So while AI for coding and software engineering has seen some of the most explosive start-ups, from Codeium to Loveable to Poolside to Claude and OpenAi’s own releases here and more, just as big if quieter has been the change to contact center and support. Can AI replace almost everything a human does today in customer support?

Customer Support 202

Customer Support AI Software Engineering Engineering 202

SaaStr

DECEMBER 26, 2022

Amanda Malko is CMO at G2, a software marketplace and review site that reaches over 60 million buyers annually across 2000 software categories. In this session, she shares insights and trends from research conducted this year that can help software buyers and sellers make smarter decisions about software and the market. .

Software Review 245

Software Review Software Azure Cloud 245

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 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

Tom Tunguz

JUNE 20, 2020

Software companies invest in engineering early and then the product matures, complement that engineering and product investment with go to market teams to commercialize the product. Another question we asked in the survey is the most senior title leading the customer success, sales and marketing teams.

Scale 363

Scale Scaling Sales Hiring Software Review 363

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

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 326

Marketing Customer Success Retention Content Marketing 326

SaaStr

JULY 22, 2021

Ultimately, almost all software companies end up getting 20-50% or so of their new customers from their existing customers once they hit scale. Bill.com at IPO saw 50% of its new customers coming from word-of-mouth and second-time buyers. Have more hands helping your early customers be happy. Sometimes even more.

Sales Hiring 358

Sales Hiring Scale Customer Success Branding 358

SaaStr

OCTOBER 26, 2021

Using Dave Kellogg’s “ Four Sources of Pipeline ” framework, marketing should source 60% of the pipeline for a representative enterprise software company. . In a noisy world where there are no practical barriers to creating B2B content, you need a thoughtful approach to engage your Ideal Customer Profile audience. . Video: HE RE.

Scale 358

Scale SMB Marketing Leadership 358

SaaStr

FEBRUARY 27, 2021

There’s a lot to talk about in customer success about churn, and about upsells. So what’s actionable here, if you can lose happy customers without a hint of notice, and magically keep both angry ones and ones that never even deploy? Building deep relationships across the organization with your customers helps too.

Business Model 347

Business Model Customer Success Churn Software 347

Sales Hacker

JUNE 18, 2024

Jon Dick is the Global SVP of Customer Success at HubSpot where he’s focused on helping millions of organizations grow better. Prior to customer success, Jon led marketing teams at HubSpot, Trunk Club, and Klout. Discussed in this Episode: The rising importance of customer success in the age of AI and efficiency.

Customer Success 122

Customer Success AI Content Marketing B2B 122

SaaStr

MARCH 1, 2025

About Dave McJannet: Dave McJannet is the CEO of HashiCorp, and led the company from early-stage to its successful IPO and $6B+ acquisition yb IBM. With over 20 years in the infrastructure software space, Dave previously held executive roles at Microsoft, VMware, and GitHub.

Scale 185

Scale Systems Review Scaling Leadership 185

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

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. You don’t have to leave as the organization scales.

Scale 291

Scale Sales Hiring Scaling Startup 291

SaaStr

JULY 14, 2023

Many people at this year’s SaaStr Europa wondered about the future of customer success, motivation during hard times, and how to grow in this new era of efficiency. Q: When Should You Reduce Non-Recurring Professional Services From A Software Company? Big customers want a solution. And software alone isn’t the solution.

Sales Hiring 246

Sales Hiring Scale Customer Success SaaS 246

Predictable Revenue

SEPTEMBER 6, 2024

Customer success employees ensure customers achieve their outcomes by guiding them through ongoing support to maximize product adoption. The post The True Cost of CS Tools and Software appeared first on Predictable Revenue.

Software 130

Software Customer Success Revenue Development 130

SaaStr

SEPTEMBER 3, 2023

Worst case, customers were threatened. Customers came to fear that call from. Customer Success, instead of appreciating it. Customer Success Has Gone from The Customer’s Ally To Its Nemesis OK well what’s done is done. The truth is, customers likely will give you one pass on selfish behavior here.

Scale 293

Scale Market Segmentation Customer Success Pricing 293

ChurnZero

NOVEMBER 18, 2024

Per the 2024 Customer Success Leadership Study , 51% of CS teams are responsible for renewal revenue and 41% for expansion revenue. ChurnZero delivers that software. We are excited for this recognition as a Leader in the Gartner 2024 Magic Quadrant for Customer Success Management Platforms report*.

Customer Success 52

Customer Success Scale Merchant Services Technical Review 52

SaaStr

OCTOBER 29, 2021

As Amanda Malko (Chief Marketing Officer at G2) laid out in her SaaStr Annual talk, software buyer expectations are very high: Moreover, if you have a mediocre product offering, you simply will not be able to retain top marketing or sales talent long-term. Customer Success Sessions at SaaStr 2021. Video: HERE.

Compensation 343

Compensation Scale Enterprise Software 343

Sales Hacker

NOVEMBER 29, 2024

It includes a breakdown of the Sales AI landscape, adoption of GenAI and Sales software across buyer groups. The misconception and three focus areas We are called GTMfund because we support companies with all things go-to-market, not because we invest in GTM software. We do invest in GTM software, but not that frequently.

Investment 113

Investment Technical Review Development Team Review Scale 113