SaaStr

JULY 31, 2020

Last year, the company doubled its headcount, tripled revenue and landed on G2’s Top 100 Global Software list. . For us, that means including a clear understanding of the challenges and obstacles facing AEs, SDRs, CSMs and Revenue leadership. And some of the marquee customers include MongoDB, Gitlab and Qualtrics. .

Scale 345

Scale Artificial Intelligence Payments Payment Services 345

SaaStr

JANUARY 30, 2023

Without headcount planning for the support team, the company’s response time and customer satisfaction scores dipped. Forecasting can help define revenue numbers, the support you need to provide, headcounts, and opportunities to tap into new businesses. Lessons in leadership Grow your organization thoughtfully.

Sales Hiring 220

Sales Hiring Payment Services SaaS Payments Scale 220

Outseta

MARCH 20, 2020

But the current happenings globally have brought three topics to the forefront of my mind that I have studied intently—leadership, hope, and minimalism. Celebrating gigantic funding rounds and growing employee headcount is just so backwards—if you can do more with less, shouldn’t that be celebrated? I am not a very political person.

Leadership 103

Leadership Venture Capital Headcount Technology 103

ChurnZero

JANUARY 11, 2024

Most company budgets that earmark dollars for customer success intend for it to go towards headcount. ChurnZero refers to that portion of the budget as the “non-headcount budget.” 2023 non-headcount customer success budgets as a percentage of revenue: Most non-headcount customer success budgets range from 0.08% of revenue to 0.2%

Headcount 52

Headcount SaaS Leadership Benchmarks 52

ChurnZero

JANUARY 8, 2024

At most SaaS companies, the line item for customer success budgets is dedicated to headcount. This is why on our annual survey of customer success leaders , we ask about “non-headcount budgets.” This non-headcount approach is a technique for understanding how SaaS companies are investing in the needs of their customer success teams.

Customer Success 52

Customer Success Headcount Benchmarks Leadership 52

SaaStr

MARCH 6, 2023

The figurehead of the sales team must have strong leadership capabilities to hire and retain a high-performing and diverse team effectively. Redeploy funds from headcount to sales technology. The managers of the future leverage technology, ingest data to inform actions, and effectuate positive changes in their teams.

Innovation 217

Innovation Sales Hiring B2B Strategy 217

SaaStr

NOVEMBER 27, 2023

Having a predictable pipeline enables more effective decision-making, from headcount planning to strategic investments in technology and beyond. As the week progresses, different levels of sales leadership will review forecasts and inputs and provide feedback to the account teams. Don’t just drive a weekly cadence.

Forecasting 232

Forecasting SMB Technical Review Sales 232

SaaStr

JUNE 4, 2022

You start making up for it in volume — with headcount. Your life becomes all about recruiting, even more than it was. It’s harder to find that Magical VP that can make a huge difference. At $100m+ in ARR, the hardest part is you have to add a Unicorn each year.

SaaS 347

SaaS Headcount AWS Churn 347

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. Once you arrive at a ratio of customers to CSM, you have what you need to meet with your finance team to discuss budget and headcount in a data-driven way.

Customer Success 97

Customer Success Headcount Finance Leadership 97

SaaStr

OCTOBER 4, 2023

They grew headcount fairly aggressively from ‘21 to ‘22, and then Q4 of last year dipped and held flat before starting to regrow. Monday will probably add 25% headcount this year. With Monday, which happened with so many leaders, they hit headwinds, and NRR went from epic to pretty good. Salesforce is back to hiring.

Sales Hiring 227

Sales Hiring SaaS Headcount Compensation 227

Intercom, Inc.

FEBRUARY 10, 2022

Reduced headcount, longer working hours, and a spike in queries have led to burnout. They go big on human support to meet demand, and they end up having to backtrack and cut headcount as costs skyrocket. Are there any other options companies can look at instead of reducing headcount? Support teams seem to be suffering here.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

Intercom, Inc.

JUNE 1, 2021

Download your copy of the thought leadership paper now. Over the past year, many support teams have struggled with budget cuts, reduced headcount, and less bandwidth – while the volume and complexity of customer queries has only risen. So how can you manage a larger volume of queries without needing to add headcount?

Underperforming Technical Team 232

Underperforming Technical Team Technical Review Scale Headcount 232

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The company plans on doubling its headcount in 2022. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

Intercom, Inc.

APRIL 20, 2021

“These are the kinds of things that help our support org to function more smoothly and impactfully so we can support our customers at scale, without needing to increase budget or headcount”. Starting to build out a support operations function doesn’t necessarily mean adding headcount straight away. Baby steps, for sure.”.

Scale 156

Scale Customer Support Scaling Headcount 156

ChurnZero

NOVEMBER 18, 2022

According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. This is something that I’m doing with fractional headcount allocation. The pilot programs aren’t meant to be these big bells and whistles, not even after you launch an official full-time headcount on something.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

Sales Hacker

DECEMBER 9, 2022

Approaches vary from top-down (leadership pushes goals all the way to sellers) and bottom-up (sellers and managers determine realistic goals and commitments and roll them up). Sales leadership needs to understand capacity at the aggregate level to better assess revenue projections and headcount decisions.

Scale 99

Scale Headcount Sales Forecasting 99

SaaStr

JANUARY 25, 2022

You start making up for it in volume — with headcount. Your life becomes all about recruiting, even more than it was. It’s harder to find that Magical VP that can make a huge difference. At $100m+ in ARR, the hardest part is you have to add a Unicorn each year.

Headcount 215

Headcount AWS SaaS Churn 215

OPEXEngine

DECEMBER 13, 2022

Most SaaS executives can relate to a friendly debate they’ve had at a board or leadership team meeting about what percentage of revenue should come from “upsells” to existing customers or what is “healthy churn.” Companies with an equivalent commercial operation- sales headcount, marketing spend, and customer acquisition cost (CAC).

Benchmarks 52

Benchmarks Scale Headcount Software Review 52

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. Once you arrive at a ratio of customers to CSM, you have what you need to meet with your finance team to discuss budget and headcount in a data-driven way.

Customer Success 59

Customer Success Headcount Finance Leadership 59

ChurnZero

NOVEMBER 22, 2021

As a Customer Success leader, do you get anxious at the thought of asking your CFO or CEO for additional headcount? Using these models, you too can learn how to go toe-to-toe with your Finance team by presenting trade-offs to get the headcount you need. How to Build a Customer Success Budget for Headcount. Discovery Call.

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

ChurnZero

DECEMBER 2, 2022

I recognize that for a lot of you, your customer base may not always understand that, and so that’s why it’s critically important for your leadership to be out there talking to your customers, discussing the “why,” and explaining how this is going to be a better service model for them. We want highly skilled CSMs in each segment.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

ChurnZero

DECEMBER 27, 2022

We also released a number of new product features that got our customers fired up about working with their customers, company, and leadership in new ways that help them show off the value of CS and deliver the best possible customer experience. 5/ 2022 Customer Success leadership study. Is your headcount staying flat next year?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Buffer Resources

APRIL 22, 2024

Unlike traditional startup founders who seek to grow headcount and scale a product, solopreneurs often are the product. Linkedin Known as the social media platform for professionals, LinkedIn is great for developing thought leadership and growing your business reputation.

Social Media 105

Social Media Scale Growth Hacking Headcount 105

Intercom, Inc.

JULY 28, 2022

Sanj started working at Salesforce back in 2005, when the company had around 1,000 employees and a few hundred million in revenue, and he was a part of its growth for 14 years, holding several leadership positions in multiple markets in EMEA. They promote a flat culture or a flat leadership and organizational design.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

OPEXEngine

OCTOBER 4, 2022

During times of uncertainty, executive leadership teams make more conservative financial decisions in order to prepare for and/or prevent any major difficulties for the companies that they lead. Do you need to make tough decisions about team headcount? But it’s the closest thing to an operating plan for the current leadership vision.

Engineering 52

Engineering Sales Hiring Technical Review Headcount 52

ChurnZero

NOVEMBER 29, 2022

When I ventured out to build my first Customer Success department at a tech software company, my leadership team thought I was nuts. Selling leadership on the concept of Customer Success. Like many early-stage Customer Success teams, I was working with limited resources and did not have any headcount to hire new talent.

Customer Success 98

Customer Success Sales Recruiting Technical Review Compensation 98

Intercom, Inc.

JANUARY 20, 2022

Honest feedback can be hard to take, but it’s essential to develop the type of culture that encourages people to constructively criticize processes, leadership styles, or approaches. We’ve touched on this a lot in this podcast, but the cultural component’s really important, especially from the leadership team.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

SaaStr

JANUARY 2, 2021

Your sales headcount. If 20% of your revenue is Smaller customers, 50% Medium, and 30% Large (a not uncommon scenario), align your energy and efforts proportionately. Align your marketing budgets. Your product / dev budgets. Don’t chase “whales” and big deals IF that’s not your core. It’s just going to distract everyone now.

Sales Hiring 291

Sales Hiring Headcount Pricing Market Segmentation 291

Kellblog

MAY 26, 2024

Market your leadership. At every QBR, put up charts that show relative ARR (triangulated in all likelihood), burn rate (ditto), and headcount so you can get a clear sense of who you’re gaining on and who is gaining on you. Then throw that policy out the window when a deal heats up. You must win. 1 is safe. #1 1 is the default choice.

Software Review 98

Software Review Systems Review Sales Hiring Headcount 98

Sales Hacker

JULY 31, 2023

Then, select the following filters to see any accounts in your Book of Business / Account list that received funding in the past year: The “Senior Leadership Changes” filter Big changes in senior leadership can indicate a company is taking a new direction and embarking on new initiatives — including reviewing their tech stack!

Scale 52

Scale Sales Hiring Sales Headcount 52

Intercom, Inc.

OCTOBER 29, 2019

For example, our leadership team might decide to focus our company strategy on targeting the segments with the best revenue retention. Leadership: Create a shared language for product, engineering, and go-to-market to describe customers. Informing our approach to the market. Assessing progress on our strategy.

Business 184

Business B2C Scale Headcount 184

SaaStr

FEBRUARY 1, 2024

What kind of headcount do you have? Some have a clear path to market leadership, and others don’t. As organizations grow their marketing team, they either hire too many generalists or too many specialists and put them in silos where they don’t come together or work together. What is the unifying framework?

Scale 188

Scale Scaling Sales Hiring Marketing 188

SaaStr

MARCH 15, 2024

Do you see massive disruption in workforces and marketing headcounts shrinking because of AI? “I’m We’re in the early days in terms of how it changes how a business operates and unlocks. That’s really exciting and occasionally scary,” Adam says. I’m not connecting those dots yet,” Adam shares. “I

AI Search 216

AI Search SaaS Advertising Sales Hiring 216

Intercom, Inc.

OCTOBER 26, 2021

Whether you’re bringing on your tenth or hundredth salesperson, you need to discuss the “must-haves” with your leadership team. Step 1: Create a scalable hiring profile that reflects your company’s values. Start with your non-negotiables. Your non-negotiables are your core values and ways of working.

Scale 160

Scale Sales Hiring Sales Recruiting Sales 160

ChurnZero

MAY 17, 2022

WASHINGTON , May 17, 2022 — ChurnZero , a leading Customer Success platform, has earned multiple accolades from business and SaaS industry groups for its product innovation and industry leadership. The company plans on doubling its headcount in 2022. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

Kellblog

AUGUST 20, 2023

So, when the schmumbleator TOTALs an additive measure, the value for the year will be the sum of the four quarters, whereas when it TOTALs a semi-additive measure, like headcount, the value will not be the sum of the four quarters, but instead the period value for the fourth quarter. this market continues to be a two-horse race”).

Marketing 86

Marketing VP of Engineering Headcount Government 86

Totango

MAY 7, 2024

Bringing Sales and CS together to drive expansion revenue means that you’re doubling the headcount working on expansion—which, in the new era of customer-led growth , is exactly where your attention and time should be going.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97