CustomerSuccessBox

FEBRUARY 27, 2019

Most SaaS businesses have well defined product, engineering, marketing and sales teams. But someone needs to be responsible and held accountable for the results and ROI of customer success. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc. So what should the focus be on?

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

Interactions

JULY 24, 2019

For more than a decade, we have been a market leader in building Conversational AI applications for enterprise customer care. In addition, inaccurate orders cost time and money, and missed upsell opportunities are countless. It never forgets business rules and never misses a chance to make an upsell. GXP never has a bad day.

Upselling 54

Upselling Wait times Engineering Analytics 54

Totango

SEPTEMBER 17, 2021

What these various forms of the freemium SaaS model all have in common is that they take product-led growth approach to marketing and sales. A freemium model provides a powerful marketing tool by giving you opportunities to build brand awareness. A free version of your product can be promoted on search engines and social media.

SaaS 76

SaaS Best practices Upselling Journey mapping 76

CSM Practice

FEBRUARY 8, 2023

With the value of the software-as-a-service (SaaS) market estimated to hit $225 billion in the US by 2025 , the industry offers lucrative opportunities for tech entrepreneurs. Recent stats suggest over 90% of SaaS startups fold within three years due to the intensely competitive nature of the market.

SaaS 52

SaaS Metrics Advertising Upselling 52

SmartKarrot

JUNE 13, 2023

Apply here: [link] Role: Digital Marketing Customer Success Manager Location: Mississauga, ON, Canada (Remote) Organization: Measure Marketing Results Inc. As a Digital Marketing Customer Success Manager, you’ll be in control of client campaigns and projects. Contribute to level 1 requests for the Care team.

Upselling 19

Upselling Marketing Accountability Education 19

CustomerSuccessBox

JANUARY 8, 2020

Customer success department’s responsibilities are slowly increasing to encompass several things like increasing LTV of customer base, reducing churn, providing references, case studies, customer stories to sales and marketing, providing feedback to product team, creating upsell opportunities, facilitating renewals, etc!

Upselling 52

Upselling SaaS B2B Metrics 52

TeamSupport

JUNE 15, 2020

We determined the market desperately needed a software solution for customer support at B2B companies so companies could stop having to piece together disparate generic solutions better fitted to business-to-consumer ( B2C ) retail companies. Helpful when upselling opportunities exist and to improve retention.

B2B 64

B2B Self service B2C Customer Support 64

SmartKarrot

JUNE 7, 2023

Craft and implement the landowner customer success approach at NCX to assist landowners in discovering, understanding, and engaging in natural capital market opportunities through the Landowner Platform and marketplace. Recover, improve, preserve, and safeguard the data about our clients in search engines and Google Business Profiles.

Upselling 19

Upselling Education Engineering Accountability 19

CustomerSuccessBox

FEBRUARY 14, 2019

The major KPIs of a Customer Success Manager are: Increase Lifetime Value (LTV) of the customers (by upsells, cross sells etc). A CSM will not always be there to market the product or make the customer understand the advantages of the product. But sometimes they may need the help of the engineering or product or development team.

Management 67

Management Upselling SaaS Sales 67

CustomerSuccessBox

NOVEMBER 2, 2021

This is also the preferred method for high-priority accounts. Complete Account Information : Customer company name, the industry they are in, product-market fit, company size, and contract information. But with how tricky the danger zone is, you will find CSMs grasping at straws during account handovers.

Sales 52

Sales Engineering Upselling Customer retention 52

SmartKarrot

OCTOBER 20, 2020

When it comes to the difference between customer success manager vs account manager, most of the companies mistake account manager as a traditional form of CSM. Customer success manager vs Account Manager. Account management has always been present even in manufacturing or engineering services.

Accountability 10

Accountability Management SaaS Upselling 10

Mindtouch

OCTOBER 23, 2017

As such, there’s been a perfect storm of market forces driving growth in self-service support. Five primary trends are turning customer self-service into a multi-billion dollar market opportunity. Companies that own their customer experience are those that succeed and thrive in their markets. Renewals and upsells matter more.

Self service 65

Self service Upselling SaaS Customer Support 65

SmartKarrot

MARCH 25, 2022

Own the client relationships and provide tactical support for strategic accounts. Strategic identification of upselling and expansion opportunities and collaborating with Account Management on continuously adding incremental revenue. Act as a trusted advisor and thought leader in the event marketing space.

Upselling 19

Upselling Finance Education Engineering 19

SmartKarrot

MARCH 15, 2023

Role: Director, Customer Success Location: Houston, TX, United States (Remote) Organization: Innovapptive Inc As a Director of Customer Success, you’ll ensure great client happiness, adoption improvements, retention, and expansion, you should lead and manage the customer success team of strategic accounts.

Upselling 19

Upselling Engineering B2B Accountability 19

SmartKarrot

JUNE 9, 2022

Create accountability across customer-facing teams by developing appropriate metrics and coordinating compensation and promotions with these metrics. Ensure their teams deliver efficiently in alignment with key partners in Sales, Product, and Engineering. Deliver feedback to Product and Engineering based on customer needs and requests.

Upselling 19

Upselling Engineering Technical Support Metrics 19

SmartKarrot

AUGUST 18, 2022

Understand customer business context and pain, and facilitate the strategic mapping of OfferFit value to identify potential upsell opportunities. Work closely with the OfferFit sales team to close upcoming renewals & upsell opportunities. Identify and close upsell opportunities with existing customers.

Upselling 19

Upselling Education Engineering Advertising 19

SmartKarrot

AUGUST 30, 2022

Role: Director of Customer Success Location: Chicago, IL, US (Hybrid) Organization: Grubhub As a Director of Customer Success, you will manage the stellar Corporate Accounts Client Success team, overseeing all new client implementation, client retention, satisfaction, and client up-sells for the Grubhub’s corporate accounts team.

Upselling 19

Upselling Coaching Accountability Engineering 19

JustCall

AUGUST 8, 2023

AI-powered systems can enable ecommerce storefronts to: drive hyper-targeted marketing campaigns customized promotions and deals based on customer history and create a sense of relevance as well as connection with customers As a result, customers develop stronger brand affinity, leading to repeat purchases and advocacy. billion by 2032.

Chatbots 52

Chatbots Abandon rate Customer centricity Personalization 52

ProProfs Blog

SEPTEMBER 28, 2018

After all, no one in the competitive market can afford to lose its customers. Sue Duris Director of Marketing & CX at M4 Communications, Inc. Joshua Bentley Partner, Engineer of Remarkable CX at Moxi Works. Tricia Morris Director of Content Marketing at MicroStrategy. Tweet this. Definitely not. Tweet this.

B2B 159

B2B Chatbots Upselling Interactive Voice Response 159

SmartKarrot

NOVEMBER 14, 2022

Manage TAP in close collaboration with Product Development and Marketing, and report back to Senior Management and internal stakeholders. Grow accounts in their book of business. Work cross-functionally with engineering to deliver unified business goals. Be the main point of contact for the accountants and a small number SME’s.

Technical Support 19

Technical Support Customer advocacy Engineering Upselling 19

SmartKarrot

OCTOBER 3, 2022

Interact with other areas of their business to ensure customer success, such as Product and Engineering. Assist with client marketing correspondence (newsletters, campaigns, sales print materials, welcome packets, surveys, etc.). Work with Account Director on potential target client list and sales strategies.

Upselling 19

Upselling Coaching Best practices Consulting 19

ChurnZero

MAY 9, 2024

Time flies, accounts fall through the cracks, renewals get harder, and you miss upsell opportunities. In just 15 minutes of his CSM Appreciation Week tune-up mini webinar, Ryan showed us a three-step customer success outreach technique that’ll get you closer to hitting your accounts more regularly. What should I do?

Accountability 52

Accountability Upselling Coaching Engineering 52

SmartKarrot

JANUARY 17, 2023

Collaborate with Account Executives to identify expansion opportunities and be the voice of the customer. Upsell services and continue to prove company value to customers. You will be responsible for upsells, cross-sells, and retention and continues to manage customer relationships. Apply here: [link]. Apply here: [link].

Upselling 19

Upselling Technical Support Consulting Consulting 19

SmartKarrot

MARCH 9, 2023

By new goods and expansion prospects, increase income in accounts. To keep the company’s services competitive, keep up with market changes and best practises. Control important team KPIs, including churn, upsells, adoption, and activity management. Increase customer references and consumer advocacy.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

JULY 7, 2022

Role: VP of Customer Success Location: New York, NY, US Organization: Instabase As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth.

Engineering 19

Engineering Upselling Accountability Metrics 19

SmartKarrot

MAY 4, 2022

Marketing, Sales, Product, Engineering). Work closely with the executive team to align on strategies, renewal forecasting, customer retention, coverage plans, and account opportunities (i.e. Identify and manage upsell opportunities, and qualify cross-sell opportunities for Sales. opportunities and risks).

Engineering 19

Engineering Education Upselling Accountability 19

SmartKarrot

JANUARY 20, 2023

Manage complex cases on compliance, payroll, invoicing, account setups, etc. Responsible and accountable for overall customer satisfaction and retention overseeing customer onboarding, account management, and expansion. Collaborate with marketing on customer stories, case studies and marketing opportunities.

Government 19

Government Upselling Accountability Customer centricity 19

CustomerSuccessBox

AUGUST 12, 2021

Hence you need to understand the culture of the market and the customers to whom you’re selling. You will have different divisions for different functions such as sales, marketing, product, engineering, etc. Now half a dozen customers would be having high ARPA (Average Revenue Per Account) and low volume.

SaaS 52

SaaS Accountability Engineering Technology 52

ChurnZero

NOVEMBER 27, 2019

T hey can serve to increase the accountability of both your customer s and your team. . . Drivers for corporate growth are no longer limited to Sales and Marketing. Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? . A re you assessing health? Automating processes?

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

NOVEMBER 2, 2022

Retain, attract, mentor, organize, and manage a high-performance team, fostering a culture of ownership, accountability, and ethical behavior. Establish high quality, relevant, service experience across a wide range of customers, including Enterprise, Mid-Market, Agency, and Channel Partners.

Finance 19

Finance Accountability Upselling Consulting 19

SmartKarrot

JANUARY 25, 2022

It also assists as a parameter for the customer success teams to take a step towards retention, upsell or even cross-sell. . So, how does the customer success team increase the NRR accountability? The role of the customer success team to increase the NRR accountability. You need to show the product value to the customer.

SaaS 19

SaaS Upselling Accountability Engineering 19

Amity

DECEMBER 14, 2016

Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. The roles we serve include designers (many definitions for this as well), product managers, engineers, business analysts, marketers and even C-level executives. Some teams are responsible for onboarding and training.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

NOVEMBER 17, 2022

Consolidate product feedback provided to CSMs from customers and act as a customer advocate to the Product and Engineering teams. Work closely with Growth management to align on strategies, renewal forecasting, coverage plans, and account opportunities (i.e., Measure, track, analyze and report key account metrics.

Benchmark 19

Benchmark Accountability Upselling Engineering 19

SmartKarrot

FEBRUARY 25, 2022

Role: Director of Customer Success Location: Mahwah, NJ, US Organization: Radware As a Director of Customer Success, you will lead, coach, mentor Professional services engineers and TAMs. Maintain a high level of knowledge and understanding of the product, industry, business, and market. Apply here: [link].

Engineering 19

Engineering Coaching Upselling Feedback 19

Amity

MAY 17, 2016

"While every structure is unique, it generally makes more sense to keep Account Management under Sales and make Customer Success into its own major function." "When Customer Success is blended with pricing negotiations, upsells, cross-sells and contract renewals, trust and advocacy are tarnished."

Real estate 65

Real estate SaaS Upselling Sales 65

SmartKarrot

AUGUST 22, 2022

As a VP of Customer Success, you will set the vision and strategic plan for the Technical Account Management and Customer Engineering functions, focusing on increasing product adoption, leading an exceptional customer experience, and driving growth. Identify opportunities and lead upsell/cross-sell deals from start to finish.

Engineering 19

Engineering Upselling Metrics Sales 19

SmartKarrot

JULY 27, 2022

Collaborate across business units and the team to institute, manage, execute, and enhance a best practice customer success program and account-level strategic plans. Identify upsell initiatives with additional product offerings that can be handed over to the sales team.

Engineering 19

Engineering Finance Best practices Upselling 19