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

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?

Trends 52

Trends Customer Success Scale SaaS 52

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

JANUARY 8, 2025

Naturally, their first customer was DoorDash and the quickly captured 95% of the gig economy market in their early days. When Lindsey joined, she inherited an already built-out self-serve/PLG model for small businesses and a mid-market and enterprise sales, customer success, and post-sales team.

Revenue 299

Revenue Scale Sales Hiring Compensation 299

SaaStr

APRIL 6, 2025

10 AI Trends in SaaS Right Now with SaaStr CEO Jason Lemkin on LIVE SaaStr Workshop Wednesday #2. The Top 10 Customer Success Metrics Investors Care About in 2025 with Gainsight CEO Nick Mehta #5. In-Person Sales Generate 3x Higher Conversions Per The CROs of Toast, Splunk, Brex and Slice Top Pods: #1.

Scale 194

Scale Software Review Marketing Cloud 194

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

FEBRUARY 12, 2025

Balanced Metrics : While they track traditional SaaS metrics, they also measure customer success indicators specific to the construction industry. This isn’t just about features it’s about understanding where the construction industry is heading.

Construction 255

Construction Scale SaaS Travel 255

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

Totango

NOVEMBER 27, 2023

This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams. Forrester recognizes the value customer success platforms can provide to B2B companies looking to foster retention, growth, and advocacy.

Trends 98

Trends Customer Success Machine Learning Artificial Intelligence 98

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

SaaStr

FEBRUARY 25, 2025

SaaStr Annual attracts thousands of high-quality SaaS professionals across functions like engineering, product, marketing, sales, and customer success. AI Demo Stage SaaStr Annual provides a comprehensive view of the current B2B landscape, emerging trends, and competitive movements.

Sales Recruiting 195

Sales Recruiting Scale CTO Hire Sales Hiring 195

SaaStr

MAY 30, 2022

But your losing your future if you lose more customers than you need to. High NRR can mask a lot of mediocre customer success reps. In low NRR environments, everyone can see the customer success folks that are underperforming. This will expose trends you don’t otherwise see, especially in your smaller customers.

Retention 330

Retention Customer Success Churn Trends 330

Tom Tunguz

AUGUST 16, 2020

During the presentation, we will cover customer success trends and how they impact early stage B2B SaaS companies, share our point of view on how early-stage customer success drives growth, and provide a “game plan” that focuses on the key things to get right from the get-go.

Cloud 306

Cloud B2B Trends Customer Success 306

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

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

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

Sales Hacker

NOVEMBER 29, 2024

Plus, an analysis of the top 75 trending sales AI tools. Reflection across go-to-market trends, but also on the investment front (not to mention community !). Kim’s extensive background also includes leadership positions in Customer Success at renowned technology companies such as Adobe, Qlik, and Symantec.

Investment 113

Investment Technical Review Development Team Review Scale 113

User Pilot

OCTOBER 19, 2024

Personalize surveys by setting conditions based on user behaviors , translating and localizing your NPS surveys using AI, and customizing the appearance of your surveys to match your app’s design. Get real-time insights into your survey responses, with visual breakdowns of data, NPS score, and trends.

Software Review 105

Software Review Technical Review Software B2C 105

SaaStr

DECEMBER 12, 2021

A Tale of Two Trends. Nick Mehta, CEO Gainsight: 10 Things That Are Changing Now in Customer Success. When Everyone Else Has Gone Home. The Last 4 “SaaS Crashes” Barely Made a Dent in the Cloud Boomtimes. Is the “Covid Boost” Over in SaaS? It Depends. Dear SaaStr: VCs or Founders: Who Makes More?

SMB 278

SMB Cloud Trends Enterprise 278

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

Totango

AUGUST 13, 2024

But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights. But making it work demands a balancing act of two core things: supporting customer outcomes and empowering the internal CS team with business-critical insights.

Customer Success 112

Customer Success Data Strategy Outsourced Development 112

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

SaaStr

MAY 28, 2024

Many startup founders argue against this tsunami coming in, saying it doesn’t work, but you can’t fight this trend and the billions being deployed every week. On a related note, instant ROI destroys customer success and relationships with customers. That is everyone’s number one source of new customers.

Sales Hiring 311

Sales Hiring Scale AI Search AI 311

Tom Tunguz

FEBRUARY 26, 2025

The Strategic Advantages of UBP Aligns vendor success with customer success : When a customer like Uber grows, their usage naturally expands, benefiting both parties. This creates genuine mutual interest in the customer’s growth. Pay for performance : Some AI companies are exploring charging for outcomes.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

User Pilot

OCTOBER 31, 2024

Then, the product team would relay insights to the marketing and customer success teams to ensure alignment across departments. To help with this, no-code product analytics platforms allow your product managers, marketers, and customer success teams to run their own analyses, track user behavior , and generate quick reports.

Strategy 105

Strategy Underperforming Technical Team Government Customer Lifetime Value 105

SaaStr

FEBRUARY 18, 2024

SaaStr 723: Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO and Founder of SaaStr: Answer Your Top 10 2024 Customer Success Questions   2. SaaStr 724: CRO Confidential: Bringing Product-Led and Sales-Led Growth Together For Go-To-Market Success with Giancarlo Lionetti, CRO of Zapier.

Scale 289

Scale Trends Enterprise Startup 289

User Pilot

NOVEMBER 5, 2023

Wondering how to scale customer success in SaaS and drive product growth ? If you’re a leading SaaS company, you know that growth is directly tied to helping customers achieve their desired outcomes. An effective customer success team can, thus, drive revenue growth, reduce churn, and increase customer satisfaction.

Scale 104

Scale Customer Success Scaling SaaS 104

Totango

NOVEMBER 27, 2023

“Customer success is driving value to customers. Digital customer success is driving value more efficiently using a software or service that allows companies to grow and deliver value without using excessive resources” – Chris Dishman, SVP Customer Success, Totango.

Customer Success 111

Customer Success Scale Systems Review Software Review 111

SaaStr

FEBRUARY 25, 2024

SaaStr 723: Nick Mehta, CEO of Gainsight, and Jason Lemkin, CEO and Founder of SaaStr: Answer Your Top 10 2024 Customer Success Questions  5. SaaStr 722: 2024 State of SaaS: Trends and Predictions with SaaStr CEO and Founder, Jason Lemkin     Top Videos This Week: 1. Hosted by Sam Blond, Partner at Founders Fund     4.

AI 278

AI Startup Trends Customer Success 278

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. The objective could be several things, from lead and revenue sharing, driving visibility or customer success. Then, consider your customer base and look for trends in potential churn responses.

Scale 278

Scale Sales Hiring Sales Funnel Consulting 278

SaaStr

MAY 3, 2023

For a quick rundown, Gainsight is the leading platform for customer success. Their mission is to help companies drive better customer success and improve net retention for businesses through different products like scaling teams, driving better in-app adoption, and building customer communities. Sign up HERE !

Sales Hiring 259

Sales Hiring Scale Pricing Customer Success 259

SaaStr

JANUARY 17, 2021

Then, segment your NPS and CSAT, so you can see the trend s. Are bigger customers happier than smaller ones? One of the corners some of us cut is customer satisfaction. But, we de-prioritize customer success. A few things: First, if you aren’t measuring NPS and CSAT yet — start NOW. This month.

SaaS 363

SaaS Venture Capital Churn Branding 363

Totango

AUGUST 13, 2024

At Totango + Catalyst, we made a strategic decision to challenge the script on revenue priorities, empowering customer success managers (CSMs)—those mostly intimately aware of customer needs and goals—to own core renewals, expansions, and upsells. Are you ready to unlock a new level of impact for your customer success team?

Customer Success 101

Customer Success Compensation Management Consulting 101

SaaStr

APRIL 1, 2023

This mentality has stayed around and has become a core part of running a business, and the trend will only grow. The keys to customer success are: Onboarding Most small business owners aren’t super tech-savvy. Know Your Customer and be choosy as you scale. GTM + customer success + product strategy has to tie together.

Scale 245

Scale SMB Merchant Services Payment Methods 245

Totango

JANUARY 22, 2024

AI also emerged as a topic when we asked three of our executive leaders – Chief Marketing Officer Karen Budell , SVP of Customer Success Chris Dishman , and Chief Revenue Officer Dennis Reardon – to share their industry predictions for 2024. By nature, CSMs feel inclined to assume any responsibility involving the customer.

Customer Success 100

Customer Success Generative AI Scale AI 100

User Pilot

OCTOBER 20, 2023

Our article explores 8 key trends in product management that you can’t afford to miss! TL;DR Product-led growth is becoming the go-to growth strategy and PLG tactics can help sales-led companies to improve customer experience. ” Curious about other trends in SaaS onboarding? Let’s get right to it.

Trends 105

Trends Artificial Intelligence Management AI 105

Totango

MAY 15, 2024

This shift highlights the overwhelming pressure on companies and C-suite leaders to achieve revenue growth more efficiently and the need for CS teams to rethink their success motion and KPIs to take on this responsibility.

Customer Success 110

Customer Success Underperforming Technical Team AI Technical Review 110