The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom

Growth has become, in essence, the primary measure of a startup’s success. But can you grow too fast? On this week's episode of the Scale podcast, we asked Tara Bryant, SVP of Sales @pipedrive, how she manages the challenges of scaling. Throughout her career, she’s increased sales by 100% or more year over year at fast-paced, high-volume organizations. She’s seen both the triumph and folly of meteoric expansion, and she joined the Scale podcast to share her insights about how to grow sustainably.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

This week, we've got a special bonus episode with Rick Nucci, who's founded not just one, but two, successful companies, Boomi and Guru. He speaks with Intercom's Kaitlin Pettersen about the direction of automation trends in the subscription industry, why it's shortsighted to view your support and success teams as cost centers and how knowledge gaps cripple team collaboration as you scale.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Building a company is hard enough, but what if there's no clear market to launch into or no incumbent to disrupt? That's the situation Gainsight CMO Anthony Kennada found himself in when he joined the company that would become Gainsight in 2013. There was no playbook for category creation, so they built their own—and catapulted Gainsight into one of the fastest growing private companies in the world. On this episode of Scale, Anthony joined us for an open and honest look into their playbook for building the Customer Success category: the needle movers, the mistakes, and everything in betweenSee Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Six years ago, Segment were just four engineers sitting in an apartment on Russian Hill in San Francisco. They had a great product, a few hundred customers but there was a problem – they had just 6 months of runway. This week on Scale, we sat down with Segment's VP of Marketing, Hollie Wegman, to get a behind the scenes look at how marketing helped them grow to a $1.5 billion dollar valuation.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

The fastest growing software companies in recent years all have something in common – they started with little to no sales team. But what they've also discovered is that viral growth will only get you so far. On this episode of Scale, we talked to Jeanne de Witte, Head of North America Revenue & Growth at Stripe, on how she introduced formal sales into a company where it had never existed before, and scaled that team to over a billion in revenue.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

“The CMO has the shortest tenure in the C suite and that's because it's not as well defined as it should be.”Over the course of her 20-year career in marketing, Heather Zynczak knows a thing or two about what makes a successful CMO, and what doesn't. She joined the Scale podcast to share the blueprint for what it takes to be a great marketing leader at a hypergrowth company today.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

On this episode of Scale, we're diving deep into one of the most remarkable stories in software over the past decade – how Atlassian grew into a $20 billion dollar company without a formal sales team. So how did they do it? We sat down with Jay Simons, President of Atlassian, to get an inside look at their unique high-velocity low-touch sales model and whether it's right (or wrong) for your business. See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Leela Srinivasan, CMO at SurveyMonkey and a seasoned pro from LinkedIn and OpenTable, dives into the importance of keeping customer focus during rapid growth. She emphasizes the power of customer feedback in shaping marketing strategies and driving revenue. Leela highlights the shift from B2B to B2H models, showcasing brands like Amazon that thrive on customer-centricity. Additionally, she discusses effective feedback mechanisms that foster trust, enhance product development, and navigate the complexities of customer insights.

This week, we’re revisiting one of our most popular episodes of the past year, and it’s all about user onboarding. For any business to grow, user onboarding must be top of mind. It's the one thing all your users will do, and to be effective, it must evolve alongside your business. Pulled from some of our favorite onboarding conversations to date, Casey Winters, Joanna Wiebe, Scott Belsky, Samuel Hulick and Shaun Clowes share their best practices.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.

Kieran Flanagan joined HubSpot in 2013 with the mandate to grow the company internationally. Now, as VP of Marketing and Growth, he’s developed a product-led growth strategy that’s resulted in 100% of the company’s revenue coming from demand generation. Kieran speaks to Intercom’s Amanda Connolly about everything from how to determine when product-led growth is right for your company to measuring growth with your North Star metric.See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.