Dear SaaStr: What is The Average Ratio of Support Staff to Customer Count in SaaS?
SaaStr
JANUARY 27, 2024
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). It’s your top marketing and customer retention investment. Make sure the phone is picked up by ring #3.
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