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. NPS is A Great Core Metric.

Sales Recruiting 351

Sales Recruiting Sales Hiring Churn Onboarding 351

Clouded Judgement

FEBRUARY 7, 2025

Signal can come from many places (sales team notes, customer support tickets, etc) IT Incident Management: Similar to the security alert example. Given most software companies are not profitable, or not generating meaningful FCF, it’s the only metric to compare the entire industry against.

Systems Review 144

Systems Review Cloud AI Artificial Intelligence 144

Sales Hacker

JANUARY 20, 2022

Strong sales reps are the lifeblood of your business and how you choose to invest in them matters. For frontline sales managers, attributes like competency, quality of work, ease of execution, and length of contribution indicate reps’ overall job success, but you can’t rely on those inputs to tell you if they are personally satisfied.

Sales Recruiting 116

Sales Recruiting Scale Retention Sales 116

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. The opportunity emerged out of a shift in how we practice sales. Starting a new sales team is not unlike doing improv.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

Andreessen Horowitz

FEBRUARY 12, 2024

This has more to do with retention issues and less to do with raising new capital. You were the shoulder I would go and cry on anytime I would have some sort of executive-level problem or executive recruiting problem. We’re coming at it from the lens of not being recruiters. Retaining great talent in a tight market.

Sales Recruiting 89

Sales Recruiting Technical Advisors Sales Hiring Underperforming Technical Team 89

Tom Tunguz

SEPTEMBER 3, 2017

Every startup’s sales commission plan is different. But it’s key to understand the theory and the benchmark data that governs the creation of sales commission plans to create a good one for your business. Sales compensation is communicated in OTE, On Target Earnings. Before we begin, let’s define a few terms.

Sales Recruiting 160

Sales Recruiting Sales Hiring Data Sales 160

SaaStr

JULY 1, 2021

When we do all hands meetings, we go through every KPI, every metric, ARR, margin, with every Gustee. I want to come be your VP of sales and, you’re going to meet me for the first time. Spencer : For me, the key things for a VP of sales is, “OK, tell me about your best reps. We’ve done that since day one.

VP of Engineering 299

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 299

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 265

Merchant Services Scale Sales Recruiting Sales 265

Intercom, Inc.

SEPTEMBER 10, 2020

It’s an approach that’s served him well along the road to building the HubSpot sales team, where he was CRO for nine years. That experience led to his bestselling book, The Sales Acceleration Formula. Or, even if they’re leaning towards the latter, they’re often not using the right metrics. A data-driven framework for scaling.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

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.

VP of Engineering 121

VP of Engineering Sales Hiring Sales Recruiting Sales 121

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 instance, owning customer retention signifies direct responsibility for renewal rates.

Technical Review 52

Technical Review Sales Recruiting Customer Success Sales Hiring 52

Chart Mogul

JANUARY 9, 2025

So read on, and hopefully, your SaaS sales journey will be less about trial and error and more about steady progress toward success. Whats important to note is that each model targets a distinct customer persona and, therefore, has a unique approach to the customer journeyfrom brand awareness to sales and, ultimately, conversion.

Scale 52

Scale Sales Hiring Startup Sales Recruiting 52

Sales Hacker

JULY 25, 2022

Here’s the thing about driving a car — and about running a sales org: Bumps in the road are inevitable. One of the best ways to ensure every part of your engine is running smoothly is to build sales performance dashboards for everyone on your team. What is a sales performance dashboard? What is a sales performance dashboard?

Sales Recruiting 116

Sales Recruiting Engineering Revenue Sales Enablement 116

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.

Retention 105

Retention Strategy Sales Recruiting Scale 105

SaaStr

MARCH 12, 2019

Awesome revenue growth on the X axis, awesome revenue retention on the Y. Hundred percent revenue retention, 200% revenue growth. Option A is we can go have awesome revenue retention, 100% revenue retention, but mediocre growth. Option B is awesome revenue growth, 200%, but mediocre revenue retention, 70%.

Scale 265

Scale Sales Hiring Revenue VP of Engineering 265

Intercom, Inc.

APRIL 25, 2019

Given that the primary metric we measure growth in is revenue, it follows that sales feels growth more acutely than almost any other function. As the Senior Vice President of Sales for Pipedrive , she’s currently responsible for building nimble sales teams who drive sustainable revenue.

Scale 136

Scale Sales Hiring Sales Recruiting Scaling 136

The Angel VC

AUGUST 10, 2011

One could almost say that CAC and CLTV are for a SaaS company what wholesale price and sales price are for a retailer. So for a bigger SaaS player, sales and marketing costs are the driver of profitability. But at the minimum, looking at these two metrics is a great start when you as an investor evaluate a SaaS company.

Sales Recruiting 155

Sales Recruiting Startup Customer Lifetime Value SaaS 155

SaaStr

AUGUST 5, 2019

He will also provide insights on the differences between commercial and enterprise customers and the key metrics to keep an eye on as you grow your business. It was just a catch phrase we would use but became the cornerstone, if you would, of our customer retention strategy. Want to see more content like this? FULL TRANSCRIPT BELOW.

Sales Recruiting 203

Sales Recruiting Construction Scale SaaS 203

Stax

MARCH 18, 2025

SaaS Growth and Operational Metrics To Track One of the best ways to ensure that your SaaS operations are on the right track toward high growth is by tracking key metrics. Consider the following SaaS metrics important for performance monitoring to ensure your company is operationally strong. Churn rate.

Scale 117

Scale Payment Services Payments SaaS Payments 117

User Pilot

JULY 27, 2023

Account Managers: They serve as the lead point of contact for all customer account management matters. Product Marketing Manager: This person is tasked with developing product marketing campaigns , crafting compelling marketing messages, and coming up with ideas to retain customers. Average salary: $46,035/yr.

Sales Hiring 98

Sales Hiring SaaS Payments Sales Recruiting CTO Hire 98

User Pilot

FEBRUARY 17, 2022

If used effectively, it can significantly reduce the money spent on marketing and sales activities. As product managers , we’re constantly trying to improve the product thus making product design decisions every day. Good product discovery starts with a clear outcome specified with a metric. Product-led growth. That’s logical.

Sales Recruiting 98

Sales Recruiting Underperforming Technical Team Interviewing Artificial Intelligence 98

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

Intercom, Inc.

NOVEMBER 11, 2021

Users are recruiting your product to reach a specific outcome in their lives — whether that’s catching a flight to reunite with their families or using a productivity app to meet a deadline and impress their boss. Over the years, Samuel has realized the product you spend so much time marketing is just a path to help people solve a problem.

Onboarding 254

Onboarding Sales Hiring Sales Recruiting Underperforming Technical Team 254

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

Totango

JULY 19, 2021

It may be wise to look for applicants coming from diverse backgrounds, such as those with customer relations, sales or other service-orientated backgrounds. Be sure you look for the skills and qualities that will allow a customer success manager (CSM) to truly connect with customers. 1: Recruit the Right People.

Customer Success 126

Customer Success Sales Recruiting Compensation Scale 126

OpenView Labs

AUGUST 19, 2021

Sales recruiting is broken. The sad truth is that VP of Sales are turning over within 19 months —and that timeline is shrinking. . Not only that, the market has heated way back up and the VP of Sales is one of the most sought after roles. This isn’t linear and there are many shades of grey when it comes to sales. .

Sales Hiring 82

Sales Hiring Sales Recruiting Startup Scale 82

Intercom, Inc.

JUNE 3, 2021

If you’ve got a good setup, then more teams equal more product, and more product equals more marketing and more sales and all sorts of stuff like that. The only challenge there is your recruiting capacity, right? If X is big enough, are there ancillary asks that follow headcount, such as HR or recruiting or whatever?

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Valuize Consulting

DECEMBER 7, 2021

During their conversation, Stephen imparts his wisdom about how to approach budgeting for customer lifecycle investments, including Customer Success, and shares best practices for staffing and scaling a high-performance Customer Success organization to drive best-in-class Net Dollar Retention. leverage Training & Development.

VP of Engineering 98

VP of Engineering Customer Success Sales Hiring Interviewing 98

ChurnZero

JULY 9, 2020

Sure, you won customers over to get the initial purchase, but what about your post-sale courting? Upskill to Up Your Retention Game . Both customer functions are responsible for driving retention, growth, and advocacy in related but distinct capacities. Being a good partner and delivering outcomes is expected.

Retention 64

Retention Strategy Scale Sales Recruiting 64

User Pilot

JULY 28, 2024

Interested in retention manager roles? In this guide, we’ll explore the ins and outs of retention manager roles through detailed job descriptions and handy templates. Looking into tools for retention managers? You’re in the right place! Let’s dive in! Book a demo to see it in action!

Retention 52

Retention Management Sales Recruiting Software Review 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

Subscription Flow

MAY 10, 2024

Maintaining consistent donors allows NPOs to focus their attention on other important tasks necessary for the organization’s running like recruiting new members, improving their public standing etc. Recurring donation systems on the other hand are consistent and make it easier for the NPO to account for future funds.

Payment Solutions 105

Payment Solutions Payment Methods Payments Payment Services 105

User Pilot

JULY 21, 2024

This guide will introduce you to the best resources available for retention managers, providing you with a curated selection of valuable materials to enhance your skills and knowledge. A retention manager is responsible for reducing customer or employee turnover and fostering loyalty. What does a retention manager do?

Retention 52

Retention Management Sales Recruiting Scale 52

User Pilot

SEPTEMBER 14, 2023

It’s important to define and execute a clear user segmentation strategy for a number of reasons: customer segmentation helps you personalize in-app experiences, improve retention , and drive product success. Segmentation has been proven to improve a vast range of product success metrics (not just sales efforts).

Sales Recruiting 105

Sales Recruiting Strategy Onboarding Churn 105

ChurnZero

JANUARY 26, 2021

Sofia Varga, Director of Recruiting. Alan Alda, Manager of Recruitment Marketing. Linda Hale, HR Manager (East). Eli Whitney, HR Manager (Central). Jennifer Cartwright, HR Manager (West). Here are a few examples keeping with our recruiting example: . Executive Sponsor: . Primary Contact(s): .

Customer Success 98

Customer Success Sales Recruiting Sales Hiring Management 98

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. Since then, you’ve spent over 12 years in post-sales leadership. Going through all parts of the customer journey.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

ChurnZero

JANUARY 10, 2022

SaaS customer onboarding makes or breaks your customer retention. If you’ve gotten customer feedback , for example, and you want to look over it to identify pain points, recruit a cross-functional team to help you review the data. This is something that your Sales team can help you with.

Onboarding 98

Onboarding Sales Recruiting SaaS Technical Review 98