CustomerSuccessBox

FEBRUARY 27, 2019

A well structured customer success organization is necessary for any SaaS company to achieve massive growth. Most SaaS businesses have well defined product, engineering, marketing and sales teams. At the start, it is not feasible to focus on several KPIs like retention, onboarding, upsells etc.

Upselling 65

Upselling Chief Customer Officer SaaS Sales 65

ChurnZero

OCTOBER 16, 2020

Whether Customer Success or Sales should own the renewal, expansion, and upsell is a hot-button issue in today’s SaaS sphere. As such, we decided to tap industry experts for a verbal duel on the subject where the winners take home the esteemed (and priceless) prize of bragging rights and SaaS street cred.

Upselling 98

Upselling SaaS Sales Accountability 98

ChurnZero

SEPTEMBER 8, 2020

Into SaaS ? Types of companies that aren’t easy: vision-led, sales-led & committee-led. Join the live stream for @SaaStrAnnual @ Home – now @BellaRenney from @tray talking about the key metrics of growth -> expanding and retention as the main drivers [link] #SaaStrAnnual #growth #saas. Talk to more customers.

SaaS 90

SaaS Upselling Customer centricity Engineering 90

Totango

APRIL 30, 2021

To calculate your average CAC, total up all the marketing and sales costs that go into your acquisition efforts for a given period. The procedure for calculating CAC can be expressed through the formula: CAC = Total marketing and sales costs for customer acquisition / Total number of customers acquired. Price comparison engines.

Customer retention 63

Customer retention Advertising Engineering Upselling 63

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

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 45

SaaS B2B Upselling Engineering 45

Totango

DECEMBER 3, 2020

CS professionals now attest that their bonus structures are tied to company performance, renewals, net retention, upsells, and account health. . Net Retention (Cited by 66% of Respondents): For SaaS companies and other subscription based businesses, customer retention is absolutely essential. Scale Customer Engagement .

Upselling 64

Upselling Accountability Enterprise Metrics 64

CSM Practice

SEPTEMBER 28, 2020

In SaaS, renewals are a natural part of the customer journey. We also had developers test our solution with sample mobile applications to show ‘it just worked’ in the pre-sales process. Because of this, customers were more likely to start planning their engineering sprint cycles to include our solution earlier on.

Management 52

Management Upselling Engineering SaaS 52

ClientSuccess

APRIL 17, 2019

Jay Nathan , Founding Partner and Managing Director of Customer Imperative , which helps B2B SaaS companies services to help them grow and scale customer success, from analytics to strategy to execution. Prior to founding Customer Imperative in 2017, Jay spent over 15 years in the B2B SaaS / software space.

SaaS 40

SaaS B2B Upselling Engineering 40

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Amity) have a specific type of customers (our SaaS helps Customer Success teams in B2B SaaS).

SaaS 60

SaaS Upselling Consulting Consulting 60

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). The job of a Customer Success Manager is to make sure that the customers are getting the value that had been promised by the sales team and are able to achieve their goals. Reduce churn. Is that all?

Management 67

Management Upselling SaaS Sales 67

Amity

MAY 17, 2016

SaaS Tattler Issue 84: Structuring Customer Success - What Works, What Doesn’t. As the landscape of SaaS companies continues to expand, it has become increasingly more difficult to find a SaaS company without some form of a dedicated Customer Success structure in place. How Sales And Customer Success Can Work In Harmony.

Real estate 65

Real estate SaaS Upselling Sales 65

Amity

SEPTEMBER 11, 2017

The SaaS world can be distilled into four main quadrants: horizontal and vertical solutions, at high or low average selling points. Customer Success Managers working with horizontal SaaS need high empathy and an open mind. Amity) have a specific type of customers (our SaaS helps Customer Success teams in B2B SaaS).

SaaS 54

SaaS Upselling Consulting Consulting 54

TeamSupport

JUNE 15, 2020

There was no visibility into how the members of the support department—much less Sales or Product development—were contributing to solving customer issues at a macro level. We wrote a support application that allowed for sharing data and collaboration between Support, Engineering, Product, and Sales. That’s the beauty of it!

B2B 64

B2B Self service B2C Customer Support 64

Mindtouch

OCTOBER 23, 2017

If you’re contacting support, aren’t you already aggravated that you couldn’t find a resolution yourself through your favorite search engine or on the vendor’s website? Most businesses have built distributed sales networks that were once their greatest strength but have become a major weakness.

Self service 65

Self service Upselling SaaS Customer Support 65

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? Please note that the following interview has been edited slightly for clarity.).

Customer centricity 53

Customer centricity SaaS Chief Customer Officer Sales 53

ChurnZero

NOVEMBER 27, 2019

Drivers for corporate growth are no longer limited to Sales and Marketing. ChurnZero’s CCO, Abby Hammer, spoke about getting the resources you need to combat the major obstacle to scaling your SaaS business – Churn! . Or trying to identify trends and patterns that maximize renewals, upsells or logo retention? .

Chief Customer Officer 75

Chief Customer Officer SaaS Metrics Education 75

Squelch

JULY 23, 2019

In part two below, we explore how customer success has evolved as SaaS and other subscription-based companies increase in popularity and what being customer centric truly means. How has the role of customer success evolved with the rise of SaaS companies? Please note that the following interview has been edited slightly for clarity.).

Customer centricity 40

Customer centricity SaaS Chief Customer Officer Sales 40

SmartKarrot

MARCH 9, 2022

Sales-led, and 2. A sales-led approach is when all the teams across the company towards one goal – to increase sales within the organization. In this approach, the success of the company depends on the number of sales. However, the shift from Sales-Led to Product-Led approach may not be a straight line.

Sales 10

Sales B2C SaaS Education 10

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. Interact with other areas of their business to ensure customer success, such as Product and Engineering.

Upselling 19

Upselling Coaching Best practices Consulting 19

ChurnZero

FEBRUARY 26, 2021

Is your Customer Success team: Butting heads with Sales during onboarding. But along with meeting the demands of their external-facing role, Customer Success also faces a barrage of internal requests – whether it’s case studies for Marketing, referrals for Sales, or research for Product. “In Customer Success vs. Sales.

Management 59

Management Feedback Sales SaaS 59

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

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. This shows in the way we work with Product and Sales.

B2C 0

B2C SaaS Accountability B2B 0

SmartKarrot

FEBRUARY 8, 2022

Serve as a customer advocate internally while effectively collaborating with internal teams including product management, sales, design, QA, and engineering. Forecast upcoming renewals and upsell opportunities. Coordinate internal partnership support with management, sales, and solution specialists to support customer issues.

Upselling 19

Upselling B2B Customer centricity SaaS 19

SmartKarrot

MARCH 9, 2023

Work directly with our leadership in Sales, Engineering, Product, and Support to engage current customers in defining goals and success criteria and using our product features to help them be met. Control important team KPIs, including churn, upsells, adoption, and activity management.

Upselling 19

Upselling Benchmark SaaS Accountability 19

SmartKarrot

DECEMBER 2, 2021

Drive alignment with Sales, Product, and Marketing with a focus on healthy collaboration and emphasis on long-term customer health and retention. Collaborate with product and engineering teams to synthesize customer feedback and drive product development that maps back to the needs of Narvar’s retailers. Apply here: [link].

Upselling 19

Upselling Enterprise Customer centricity SaaS 19

CustomerSuccessBox

AUGUST 12, 2021

Are you a B2B SaaS start-up? You will have different divisions for different functions such as sales, marketing, product, engineering, etc. However, when it comes to post-sales, your customer support is NOT Customer Success. Suggested Read : Why your SaaS might need Onboarding Speacialist. Prioritize your goals.

SaaS 52

SaaS Accountability Engineering Technology 52

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

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. He believes many organizations are wrestling with questions like, “How can I justify this department separate from Sales?”

SaaS 40

SaaS B2B Engineering Best practices 40

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

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. 11-12pm Weekly sales enablement meeting: Knowing our product inside and out is imperative to doing our job well.

Management 84

Management Finance Enterprise Accountability 84

SmartKarrot

SEPTEMBER 12, 2022

Identify, own, upsell and uplift opportunities. Become the customer advocate in Hibob, collaborating with the Product, Development, Marketing, and Sales teams. Work with internal stakeholders including Support, Engineering, Product Management and Sales to advocate customer needs, drive product usage and identify growth opportunities.

Best practices 19

Best practices Metrics Upselling Accountability 19

Talkdesk

MAY 3, 2017

VoiceOps – VoiceOps leverages artificial intelligence to transcribe, parse, and analyze calls, automatically identifying successful behavior, providing coachable moments, and week-over-week progress tracking for sales and customer success teams. TalkAlly – TalkAlly helps call center agents around the world manage their workflow.

Contact Center 40

Contact Center Call Center Upselling SaaS 40

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. Develop executive-level relationships with key customers.

Enterprise 19

Enterprise Accountability Upselling Customer centricity 19

Amity

SEPTEMBER 25, 2017

There’s quite a lot that falls under the Customer Operations bucket, including the majority of things that are customer facing and post-sale. Customer Operations means everything from Customer Success to Customer Support, Engineering Support, and Professional Services. This shows in the way we work with Product and Sales.

B2C 60

B2C SaaS Accountability B2B 60

Amity

APRIL 7, 2016

Yet in many instances, Customer Success is still viewed as an offshoot of Sales or Support. What Happens When Customer Success Reports to the VP of Sales? Many Sales teams are rewarded based upon the overall revenue or Gross Profit Margin (GPM) of new business. Customer Success needs to be grounded in service, not selling.

Sales 69

Sales Upselling Customer Support SaaS 69

Education Services Group

FEBRUARY 5, 2019

When your customers decide to begin a relationship with your business, you are both embarking on a path in which you are responsible for delivering on the promises that your marketing and sales teams made. It’s also where you have momentum coming from sales, and you don’t want to lose that excitement and interest. 5) ADVOCACY.

Education 45

Education Upselling Marketing SaaS 45