CustomerSuccessBox

JANUARY 8, 2020

As more and more B2B SaaS companies start building their customer success division and being customer success focussed, customer success has expanded to become large and complex like other departments. That is why it is a SaaS product and not a one-time purchase! Predictable Upsells. This is the next level of the previous point.

Upselling 52

Upselling SaaS B2B Metrics 52

ChurnZero

NOVEMBER 27, 2019

The Customer SuccessCon event series provides an intimate setting to learn, share best practices and speak freely and openly about the current state of Customer Success. . ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

SmartKarrot

OCTOBER 3, 2022

Role: Senior Director of Customer Success Location: Washington DC-Baltimore Area, US (Hybrid) Organization: TitanHouse As a Senior Director of Customer Success, you will establish and adhere to best practices in SaaS Customer Success. Work with your assigned Strategic Account Manager (SAM) to meet retention and upsell goals.

Upselling 19

Upselling Coaching Best practices Consulting 19

SmartKarrot

APRIL 1, 2022

Role: Customer Success Director, WordPress VIP Location: Remote, United States Organization: Automattic As a Customer Success Director, you will be responsible for developing and supporting best-in-class account teams (Technical Account Managers, Engineers, and Support Engineers) by acting as a mentor, coach, and team player.

Upselling 19

Upselling Engineering Accountability SaaS 19

CSM Practice

JANUARY 1, 2017

Recently, many companies are moving from on-premise to SaaS. Today, we will explore the differences between customer success program for SaaS vs. On-premise products. Irit Eizips: Today we’re going to compare on-premise and SaaS customer success programs. In the SaaS case, they’re “renting” your solution.

SaaS 58

SaaS Metrics Accountability Best practices 58

SmartKarrot

FEBRUARY 10, 2022

Apply here: [link] Role: VP, Customer Success | B2B SaaS Location: Remote, United States Organization: Displayr As a VP of Customer Success, you will maximize Displayr’s customer satisfaction by leading the post-sale relationship: onboarding, training, and adoption. ” Identify opportunities to upsell to existing clients.

Education 19

Education Best practices Upselling B2B 19

SmartKarrot

SEPTEMBER 12, 2022

Identify, own, upsell and uplift opportunities. Optimize and make sure the client is using bob according to the best practices and is getting value from bob. Guide the customer on product capabilities, usage and best practices. Execute Business Reviews, training, check-in calls, and feature implementation.

Best practices 19

Best practices Metrics Upselling Accountability 19

ClientSuccess

APRIL 20, 2017

The Rise of SaaS and Customer Success. This led to delivering reports via CDs and eventually to the delivering via the Internet, which is what we now refer to as a SaaS or cloud-based model. In contrast, a CSM aligned to Engineering can help with escalations, mitigate risk, and help identify potential customer issues.

SaaS 40

SaaS B2B Engineering Best practices 40

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. What metrics do you watch closely?

B2C 0

B2C SaaS Accountability B2B 0

Amity

DECEMBER 14, 2016

In the always-on world of SaaS, the role of customer success varies across companies and industries. Others manage subscriptions, software usage, renewals, upsells and other parts of the sales process. Leading a training session of designers, product managers and engineers at Fjord in New York City. Pretty cool.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

AUGUST 27, 2021

Role: Vice President of Customer Success Location: Remote, Salinas, CA, US Organization: HeavyConnect As a Vice President of Customer Success, you will act as a role model of HeavyConnect’s values for the Customer Success teams and build on the SaaS customer-centric environment.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

Amity

SEPTEMBER 25, 2017

Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. I watched Account Management transform and evolve over the past few years, especially with the subscription-based economy and the growth of SaaS. What metrics do you watch closely?

B2C 60

B2C SaaS Accountability B2B 60

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is the point where the customer is most receptive to cross-sells and upsells. The second phase of the customer lifecycle is awareness and adoption.

Education 45

Education Upselling Marketing SaaS 45

Totango

AUGUST 11, 2022

Knowing how to build client relationships digitally is critical for SaaS businesses. Most interactions with your SaaS customers are digital, making handling these opportunities decisive for customer satisfaction, loyalty, repeat business and referrals. Examples include: Search engine queries and ads. Upsell purchases.

SaaS 109

SaaS Journey mapping B2B Feedback 109

SmartKarrot

MARCH 15, 2021

Influence future lifetime value through higher SaaS adoption, customer satisfaction and increase renewal rates to reduce churn. Identifying upselling opportunities and being responsible for account growth. Establish CSM best practices and processes for future CSMs. Assist sales in contract terms and expectations.

Upselling 10

Upselling SaaS Accountability Engineering 10

Education Services Group

FEBRUARY 5, 2019

Guiding your customers at the right pace, with the right understanding of their business, and providing the right tools are the keys to a successful SaaS customer journey. This is the point where the customer is most receptive to cross-sells and upsells. The second phase of the customer lifecycle is awareness and adoption.

Education 40

Education Upselling Marketing SaaS 40

SmartKarrot

MARCH 8, 2022

A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. In the revenue-centric SaaS world, Amarachi strives to provide customers with the highest value at every step of their customer journey. Anika Zubair. Annette Franz. Daphne Lopes. Erika Villarreal.

Chief Customer Officer 21

Chief Customer Officer Coaching Customer centricity SaaS 21

SmartKarrot

MARCH 29, 2022

SaaS businesses have seen that customers are capable of enhancing growth if they are retained with the company. But if customers are retained through upsells or cross-sells, the revenue lost is reduced. Negative revenue churn is when gains from upsells exceed losses from customer churn. As a company grows, the churn also grows.

Upselling 10

Upselling SaaS Sales Customer centricity 10

ChurnZero

NOVEMBER 22, 2019

How to Calculate Your Renewal and Upsell Rate – Learn how to calculate these metrics and apply them to your SaaS business. How to Close a Feedback Loop for an NPS Survey – Learn how to close your customer feedback loop and get the most from your NPS survey responses using these best practices.

Chief Customer Officer 17

Chief Customer Officer Education Upselling Customer centricity 17

SmartKarrot

FEBRUARY 9, 2022

The worst part is that while product, sales, marketing, and engineering have a vote to increase their respective budgets, resulting in enhanced revenue or engagement, customer success depends on financial metrics like revenue per CSM or customers per CSM. CSMs need to know the latest trends and hacks in customer success.

Chief Customer Officer 10

Chief Customer Officer Upselling Benchmark Metrics 10

ChurnZero

NOVEMBER 15, 2019

We are in the thick of Q4 and the high-pressure budget and strategy planning season is in full swing in SaaS organizations around the globe. To help you and your team with this arduous process, we hosted a video panel-style webinar on this topic so you could to hear advice on: End-of-year retention and upsell efforts.

Chief Customer Officer 40

Chief Customer Officer Upselling SaaS Technology 40

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. An upsell would be buying more of the same, maybe more users.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JUNE 3, 2022

To dig into what makes CS indispensable to SaaS, ChurnZero CEO You Mon Tsang joined the Digital Disrupted podcast. During the course of the day, you’re introducing new customers, fighting fires, getting an upsell, and making sure customers adopt your product. An upsell would be buying more of the same, maybe more users.

SaaS 52

SaaS B2B Upselling Metrics 52

ChurnZero

JANUARY 26, 2021

Customer success continues to evolve as a practice within companies that enjoy recurring revenue models. From technical support to renewals and upselling, this role might be one of the most confusing and misunderstood jobs in all of tech. . They also provide an opportunity to bring in best practices. Executive Sponsor: .

Management 98

Management Chief Customer Officer Upselling SaaS 98

CustomerSuccessBox

JULY 19, 2022

Successful SaaS companies grow in two ways: by acquiring new customers and by retaining existing customers (i.e., There is no structured repository to consolidate, manage, and access best practices. In contrast, a framework covers all the best practices & fundamentals that should be present in all B2B SaaS businesses.

Upselling 52

Upselling SaaS Best practices B2B 52

CustomerSuccessBox

JUNE 8, 2021

Design and implement best practices for delivering predictable customer success outcomes and thereby being instrumental in building long-term strategic relationships with customers. Drive Renewals and Upsells. Establish upsell and cross-sell playbooks to expand the organization’s footprint within the customer base.

Upselling 52

Upselling SaaS Metrics Best practices 52

SmartKarrot

JUNE 20, 2022

Become an expert (along with the managing editor) in guiding and advising customers on best practices for their content strategy. Develop meaningful relationships with key stakeholders within the customer as well as Cato’s teams (Sales, Customer Success, R&D and Support Engineering).

Best practices 3

Best practices Upselling Accountability SaaS 3

CustomerSuccessBox

MAY 28, 2021

A Saas business which has already evolved itself to bring in a Customer Success Software integrating it with Subscription Management, Support, CRM and product usage data knows exactly- “What is the secret to Saas growth”. Now that involves two main essential activities- Retaining Customers and Upsell to consumers.

Technology 52

Technology SaaS Upselling Customer retention 52

SmartKarrot

JULY 27, 2020

What is the one thing that SaaS businesses have in common? How to Build Your Customer-Driven Growth Engine – Author Jeanne Bliss, talks about a proven framework that has launched and augmented the customer experience transformation in and across a plethora of verticals. Yes, you got it. Customer success! It is worth giving a dive in.

SaaS 10

SaaS Chief Customer Officer Benchmark Customer retention 10

Netomi

FEBRUARY 28, 2022

Those are the two best sources of information in terms of how consumers feel. [We] We] combine this qualitative understanding with insights from the analytics team and work with product teams and engineering to design the best solutions, improve processes, and prevent issues,” she said. Connect with Gemma .

Chief Customer Officer 64

Chief Customer Officer Customer centricity Technical Support Contact Center 64