SaaStr

JANUARY 27, 2024

Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS? Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. Another 5%-7% go to core infrastructure costs (AWS, Azure, Snowflake, etc).

Azure 224

Azure AWS SaaS Customer Success 224

SaaStr

OCTOBER 13, 2022

ChurnZero is the Customer Success platform and partner for growing SaaS and subscription businesses. You need an efficient way to keep your customers successful, reduce churn, drive adoption, and increase net revenue retention.

GCP(Google Cloud Platform) 194

GCP(Google Cloud Platform) Azure AWS Enterprise readiness 194

OpenView Labs

FEBRUARY 9, 2021

This is why we’re seeing more and more SaaS companies—Datadog, Twilio, AWS, Snowflake, and Stripe, to name a few—find success with product led growth paired with usage-based pricing. Usage-based pricing will be the key to successful monetization in the future. Ready to scale to $100+ million ARR? Land-and-expand is real.

Scale 98

Scale Pricing Scaling AWS 98

Intercom, Inc.

DECEMBER 31, 2019

The most triumphant transfer of control from an original generation leader to a new CEO was surely that of Microsoft, which pivoted from chasing after Apple’s success in the consumer space under Steve Ballmer (don’t mention Nokia ) to successfully focusing on the cloud under Satya Nadella (please do mention Azure). There are about 3.2

Payment Solutions 259

Payment Solutions Payment Methods Software SaaS Payments 259

SaaStr

APRIL 26, 2024

On an adoption basis, there have been some “green shoots,” particularly with Klaviyo and the impact they’ve had bringing AI from a project siloed or customer interface level and into their core business where they’ve automated 700 humans and over two-thirds of their customer success. Why is Klaviyo noteworthy? They’ll need GPUs.

AI Search 214

AI Search AI Artificial Intelligence Scale 214

SmartKarrot

SEPTEMBER 15, 2022

With the advent of SaaS (software as a service), enterprises can now access cloud software solutions, making scaling much faster and easier. The cloud has also introduced new enterprise products, such as ERP (enterprise resource planning) solutions and CRM ( customer relationship management ) answers. Like what you are reading?

Scale 10

Scale Cloud Enterprise Scaling 10

SaaStr

MAY 15, 2020

333: Bridget Gleason is the Head of Sales and Customer Success @ Tidelift, the company providing managed open source, backed by maintainers. In Today’s Episode We Discuss: * How Bridget made her way into the world of SaaS and Sales and came to be Head of both Sales and Customer Success at Tidelift. *

Sales Hiring 195

Sales Hiring Scale Technical Review Outsourcing Services 195