SaaStr

FEBRUARY 16, 2022

Jeff Bezos says that customers are always unhappy; they always want more. As companies begin to succeed, they sometimes develop a tunnel vision towards the customers who have brought them their success. They continue to cater to these customers by responding to small feature requests and addressing their pain points.

Underperforming Technical Team 290

Underperforming Technical Team Company Culture Customer Success Product Marketing 290

Stax

MARCH 16, 2025

Aside from building a stellar product, you need to be prepared to work through buggy features and the need for modifying existing ones so that customers have little to no downtime. Bad software user experience User experience is everything when it comes to SaaS platforms. This helps alleviate confusion.

Payment Solutions 88

Payment Solutions Software Review Churn SaaS Payments 88

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

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: Most people think you need to hire more salespeople in a demand-poor environment. Demand-poor environments lead to problems like: Sales reps clinging on to opportunities for too long. That’s the wrong answer.

Sales Recruiting 296

Sales Recruiting Sales Hiring Scale Outsourced Development 296

User Pilot

OCTOBER 19, 2024

As a result, satisfying customers is key to any success in SaaS. Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. So, don’t just sell a product; sell success.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

SaaStr

NOVEMBER 26, 2019

The company’s customers include Etsy, K-Swiss, Toyota, Yelp and Facebook among others. Its customer base spans over 14,000 customers in over 100 countries. sales team. I did all sorts of things there from sales, to project management, to running the engineering team, hiring. Join us at SaaStr Annual 2020.

Scale 292

Scale Sales Hiring Underperforming Technical Team Sales 292

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

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

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. Not surprisingly, the number one answer was burnout. What is Burnout?

Underperforming Technical Team 105

Underperforming Technical Team Customer Success Scale Leadership 105

Sales Hacker

AUGUST 7, 2024

He previously built the pre and post sales solutions team at mParticle from zero to supporting hundreds of enterprise customers. to be the sales engineer during the sales process and then stayed on with customer post sale to manage the implementation process. Should your sales engineers also implement the software?

Underperforming Technical Team 122

Underperforming Technical Team Technical Review Sales Hiring Scale 122

SaaStr

NOVEMBER 25, 2020

Do you have two sales teams? Who gets what part of the long-term development budget? And most importantly, multiple products can be very distracting at the management team level. The last thing you want the team doing is chasing a shiny penny, when what really matters is hitting the plan for the quarter.

Underperforming Technical Team 356

Underperforming Technical Team Cloud Revenue Acquisition 356

Neil Patel

MARCH 8, 2021

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. What customer support is and why it’s important.

Customer Support 120

Customer Support Customer Success Underperforming Technical Team Customer Lifetime Value 120

User Pilot

DECEMBER 31, 2024

While your product managers use our analytics reports to track product usage, your engineering teams can use our session replays to uncover bugs, and your customer support team may use our in-app help center feature to offer self-service and reduce support tickets. Userpilot is perfect for non-technical teams.

Technical Review 105

Technical Review Underperforming Technical Team Software Review Onboarding 105

Totango

MAY 2, 2022

Selecting the right customer success platform for your organization can be challenging. To help you navigate the process, we’ve developed a four-part blog series about the mistakes you should avoid when choosing a CS platform. In this article, we’ll look at the mistake of not thinking of customer success as a team sport. .

Underperforming Technical Team 112

Underperforming Technical Team Customer Success Finance Enterprise 112

SaaStr

MARCH 22, 2024

The highs and lows always come, usually involving the people on your team. For Erica, the bad days are when they’re not executing or achieving growth the way they want. But you don’t carry any numbers, so your success is predicated on your team’s success. Each of these CROs describes what their worst day is.

Scale 305

Scale Underperforming Technical Team SMB Finance 305

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

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 152

Customer Success VP of Engineering Payments Payment Methods 152

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

SaaStr

JUNE 4, 2021

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. We hired everybody on our teams. So I start with a simple question.

Scale 321

Scale Underperforming Technical Team Sales Hiring Engineering 321

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

Totango

MARCH 8, 2022

Getting involved in the best customer success communities can give you access to the resources you need to take your CS team to new levels of performance. Here’s our guide to the top customer success communities in 2022 and what they have to offer. What Is a Customer Success Community?

Customer Success 122

Customer Success Technical Review Social Media Underperforming Technical Team 122

SaaStr

JULY 12, 2022

If it’s helpful to you, it’s got everything from how to build the sales com plan to how to think about hiring a VP marketing and how to hire a customer success thing. You have to create a repeatable process if you’re going to scale up the sales team. The Number One Job of a VP Sales is Recruiting a Great Team.

Sales Hiring 290

Sales Hiring Part-Time VPE VP of Engineering Sales Recruiting 290

User Pilot

NOVEMBER 29, 2024

Teams can use Fullstory’s session replay to: Identify frustration signals like rage clicks or dead clicks to uncover UX pain points. Pinpoint bug locations by linking user sessions to bug reports or customer tickets. This feature helps teams understand user intent and identify major issues without needing to watch an entire session.

Underperforming Technical Team 105

Underperforming Technical Team compliance Software Review AI 105

SaaStr

NOVEMBER 1, 2022

They are hiring leaders, building teams, and attracting advisors in the US while devouring the SV SaaS playbook. AI is likely the next platform, dev tools are strategic given the scarcity of developers, cybersecurity is front and center for enterprises, and the data stack is still going strong. Proximity to customers helps too.

Scale 298

Scale Sales Hiring Underperforming Technical Team Cybersecurity 298

ChurnZero

MAY 13, 2022

When’s the right time to add Customer Success operations? How do you make product and Customer Success work better together? What’s the most effective way to gather customer feedback? Tackling these questions is tough for even the most seasoned Customer Success leader. They’ll never make it.

Underperforming Technical Team 98

Underperforming Technical Team Customer Success Scale Finance 98

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

Totango

MAY 15, 2024

From the urgent need for organizations to operate like startups to the surprising disparity in AI adoption between CS and support teams, these experts didn’t hold back. 1: For CS to jump ahead with AI, teams will need to operate like a startup Startups are known for their agility, adaptability, and willingness to experiment.

Customer Success 110

Customer Success Underperforming Technical Team AI Technical Review 110

Totango

DECEMBER 26, 2021

If you’ve noticed any signs of burnout within your team, it’s important to take action immediately to prevent any long-term consequences to the health of your employees as well as to your organization. Check out these five tips for how to fight burnout and keep your customer success team healthy and effective. .

Customer Success 109

Customer Success Underperforming Technical Team Enterprise Communication 109

ChurnZero

APRIL 1, 2022

You’re not alone,” says Sharon Winterton , vice president of Customer Success at Catalina Marketing during her session “ Battling imposter syndrome in Customer Success ” at BIG RYG, ChurnZero’s annual Customer Success conference. You’ve never done Customer Success before. There’s so much to do.

Customer Success 98

Customer Success Underperforming Technical Team Leadership Strategy 98

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Jason Lemkin: But usually your teams can’t do that. So you’re going to need at least three of those in the sales ops team. This always works.

Scale 298

Scale Outsourcing Services Sales Hiring VP of Engineering 298

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. I’m doing The Playbook To Recruiting Your Sales Team. Once again, amazing job to the SaaStr team. I’m really honored to share this stage with some really bad ass speakers.

Sales Recruiting 194

Sales Recruiting Sales Hiring Scale Underperforming Technical Team 194

SaaStr

MARCH 12, 2019

And so I just want to throw in a framework around product market fit measured by customer value creation, then go to market fit measured by economics, then we scale fast. So first off, I’m saying we start with customer success. Isn’t sales really around customer value creation? Growth and milk. What is sales?

Scale 265

Scale Sales Hiring Revenue VP of Engineering 265

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.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

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. . Develop a well-defined vision. If you have a comprehensive, compelling vision, it will be easy for your teams to trust it and rally behind you.

Travel 275

Travel Revenue Underperforming Technical Team Scale 275

ChurnZero

APRIL 9, 2021

Customer Success is fueled by customer interaction. In honor of Stress Management Awareness Month, we invited Ryan Johansen, Customer Success Director at RapidMiner, to share his experience dealing with extreme burnout and show us how to survive and thrive under the pressures of being a Customer Success professional.

Customer Success 98

Customer Success Underperforming Technical Team Sales Hiring Company Culture 98

ChurnZero

DECEMBER 19, 2024

Theyquestion the status quo, and relentlessly pursue their customers’ success, using ChurnZero software to power their initiatives and achieve breakthrough results. We’re delighted to introduce the winners of the 2024 ChurnHero Awards for customer success! Here’s who they are, and how they did it.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

SaaStr

JUNE 13, 2024

Equip every customer-facing person with the capabilities of how to do prospecting, proper discovery, and managing customer success. It’ll be a better experience for customers and the company. Every week, there are significant new developments in tech. It’s a playbook you’re developing, and it’s not easy.

Scale 311

Scale AI Sales Underperforming Technical Team 311