SaaStr

JUNE 4, 2025

Nick Mehta (Gainsight) has shared that in customer success, a similar issue arises. Imagine telling your board you’re only using 40% of your AWS infrastructure or 40% of your engineering team’s output. Hes a big advocate for using automation and AI to ensure every account gets touched.

Scale 241

Scale AI Underperforming Technical Team Sales 241

SaaStr

JUNE 4, 2022

Yes, you now know how to make customers successful and happy now. You have 2,000 customers now. Enough to pay some salaries and AWS bills, but it’s not that much. You start making up for it in volume — with headcount. From $100k-$1m in ARR, the hardest part is how slow it is. But it is so slow.

SaaS 350

SaaS Headcount AWS Churn 350

SaaStr

JANUARY 25, 2022

Yes, you now know how to make customers successful and happy now. You have 2,000 customers now. Enough to pay some salaries and AWS bills, but it’s not that much. You start making up for it in volume — with headcount. From $100k-$1m in ARR, the hardest part is how slow it is. But it is so slow.

Headcount 246

Headcount AWS SaaS Churn 246

OpenView Labs

FEBRUARY 3, 2022

Usage-based pricing (UBP) , also known as consumption-based pricing, allows customers to pay for products according to how much they use. AWS and other infrastructure providers have been using UBP for nearly a decade. This should include both customers that show leading signs of potential churn (i.e.

Headcount 98

Headcount SaaS Compensation Acquisition 98

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

Scale 96

Scale Startup Technical Review Software Review 96

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

Scale 69

Scale Startup Technical Review Software Review 69

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount.

Scale 40

Scale Startup Technical Review Software Review 40