SaaStr

FEBRUARY 14, 2024

You Mon Tsang, CEO and co-founder of ChurnZero, Colleen O’Sullivan, VP of Integrated Customer Experience at Hubspot, and Jason Lemkin, SaaStr founder and CEO, give their take on where the customer success industry is headed and shares data from the Customer Success Leadership Study done by ChurnZero at the close of 2023.

Customer Success 242

Customer Success Sales Hiring Scale AI 242

Intercom, Inc.

MAY 19, 2022

With the 2022 Customer Service Quality Benchmark Report , we wanted to look deeper than individual metrics. Using bots to triage conversations or solve simple queries frees your team to focus on more complex issues and allows you to scale without adding headcount. If you enjoy our discussion, check out more episodes of our podcast.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

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.” In other words, we asked more complicated and probing questions in each subsequent year to reveal better benchmarks. of revenue. of revenue.

Headcount 52

Headcount SaaS Leadership Benchmarks 52

OPEXEngine

DECEMBER 17, 2019

The Value of Benchmarking. By tapping into this horde of data, a skilled SaaS CFO can create comparable company benchmarks to validate their reporting methodology, then use these to drive their annual planning process and evaluate business performance on several levels. Top-Down Planning: Using Benchmarks.

Benchmarks 40

Benchmarks Metrics Headcount SaaS 40

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? To build a compelling financial case, Kristen knew she had to change her tactics and become more data driven. In this article, we cover: Budgeting Benchmarks: Do They Cause More Harm than Good?

Customer Success 98

Customer Success Sales Hiring Headcount Benchmarks 98

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? As Seth Godin once put it: “Don’t measure anything unless the data helps you make a better decision or change your actions.” Collecting concise metrics creates a rich tapestry of data to interpret and empathize with customer behavior.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Kellblog

JUNE 17, 2023

Those who find SaaS benchmark reports as impenetrable as James Joyce. Those who are perhaps too comfortable, too quick to jump into the numbers, and ergo potentially misinterpreting the data. They’re cutting the data by size bucket (aka, “scale-up stage”). The cavalier. What do they say?

Scale 102

Scale Sales Benchmarks Metrics 102

Andreessen Horowitz

MARCH 21, 2024

On a much smaller scale, we’ve also started to see some leaders deploying their genAI budget against headcount savings, particularly in customer service. Desire for control stems from sensitive use cases and enterprise data security concerns. We’ll likely see even more models proliferate.

Generative AI 145

Generative AI AI Enterprise Artificial Intelligence 145

ChurnZero

NOVEMBER 11, 2022

of Customer Success teams have fewer than 50 team members, and most teams surveyed fall well below industry benchmarks on CS team headcount. of respondents reported having non-headcount budgets of $200,000 or less: a severe under-investment in this critical business function. However, 76.5% In an encouraging sign, 59.5%

Leadership 98

Leadership Trends Customer Success Investment 98

Kellblog

NOVEMBER 2, 2021

The benchmark lens. The Benchmark Lens. Now that it’s clear that plan-relative performance is only one lens, you may decide to get some benchmark data to see what kind of growth is normal or good at your scale. One great place for such data is the KeyBanc SaaS survey. Is that good? Is that bad?

Benchmarks 119

Benchmarks Scale Headcount Startup 119

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. You’ll likely need to combine this with a top-down benchmark that your company might be using to estimate the number of CSMs needed. A typical one is $X million per CSM.

Customer Success 97

Customer Success Headcount Finance Leadership 97

OPEXEngine

OCTOBER 7, 2020

To get some initial data on how the changes are affecting SaaS performance and decision making around resource allocations, we looked at public SaaS companies and some key indicators. Key changes that jumped out of the data are as follows. Employee productivity is up for the moment, as companies reduced headcount. in Q1 to 30.3

Trends 96

Trends Technical Review Headcount SaaS 96

OpenView Labs

MAY 24, 2021

In OpenView’s 2020 SaaS benchmarks , we pointed out that public markets were starting to take notice of product-led companies. Like OpenView’s coverage of SaaS metrics and benchmarks? Please consider participating in our 2021 Financial and Operating Benchmarks Survey —now open! Take the survey here. More from Kyle Poyar.

Scale 98

Scale Headcount Sales Hiring Benchmarks 98

OPEXEngine

MARCH 9, 2022

For over a decade, we have been benchmarking R&D expenses and headcounts. In 2022, we are improving the depth of our R&D benchmarks into efficiency and ROI and will be rolling out a new R&D benchmarking aimed at CTOs and Engineering management. R&D ROI benchmarks, and.

Software Review 59

Software Review Development Team Review Technical Review Outsourced Development 59

InsightSquared

MAY 7, 2019

For these reasons, accurately tracking key sales metrics and benchmarking your performance against peers and market leaders is critical to getting the most out of your sales resources. At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC).

Scale 102

Scale Sales Hiring Metrics Sales 102

ChurnZero

DECEMBER 27, 2022

Throughout the year, the ChurnZero team has shared content that explores so many different aspects of Customer Success, from career growth strategies and team management frameworks to retention tactics and industry benchmarks. Is your headcount staying flat next year? You have a mountain of customer data. 4/ Got self-doubt?

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Totango

MAY 7, 2024

If you’d like to see more data around the top priorities and challenges for CS and Sales leaders this year, check out our report. That way, both teams can use those outcomes as a benchmark of success throughout the customer journey. This doesn’t just provide a useful shared goal.

Strategy 97

Strategy Sales Customer Lifetime Value Retention 97

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. You’ll likely need to combine this with a top-down benchmark that your company might be using to estimate the number of CSMs needed. A typical one is $X million per CSM.

Customer Success 59

Customer Success Headcount Finance Leadership 59

OPEXEngine

OCTOBER 6, 2022

OPEXEngine, a worldwide leader in SaaS benchmarking, celebrates 1 year anniversary as part of Bain & Company with the release of its “BenchmarkEngine 2023” platform . BOSTON, October 6, 2022 – OPEXEngine, the world’s leading SaaS benchmarking platform, today marks its one-year anniversary as part of Bain & Company.

Technical Review 40

Technical Review Development Team Review Benchmarks Headcount 40

The Angel VC

JUNE 25, 2015

The sample data that I've put in reflects the T2D3 formula (grow to $1M in ARR in year 1, triple in year 2 and triple again in year 3). The sample numbers that I'm using in the template are broadly in line with the results of this benchmarking survey. Input your monthly net MRR churn rate (i.e.

Sales Hiring 185

Sales Hiring Sales Recruiting Scale Headcount 185

Sales Hacker

NOVEMBER 14, 2019

Regardless of what you call it, it all starts with selecting the right accounts, and that requires an account targeting strategy based on good data. . We’re going to look at what data you need to develop an account targeting strategy and where to get that data. 3 types of data you’ll need for account-based sales.

Underperforming Technical Team 58

Underperforming Technical Team Technical Review Data Development Team Review 58

OpenView Labs

NOVEMBER 19, 2020

data points from our 2020 SaaS Benchmarks survey—we made this guide. Based on our data, a good rule of thumb is to double your headcount between rounds starting with 10 FTEs at your seed round. However, our data suggests a best in class company only needs to “triple-triple-double-double” every fundraise.

Headcount 55

Headcount Benchmarks Banking Retention 55

OPEXEngine

OCTOBER 31, 2019

Over the past decade benchmarking software and SaaS companies , I’ve had the chance at OPEXEngine to work with hundreds of amazing Finance execs who work incredibly hard at getting the right data to support their company’s goals. SaaS Finance Benchmarks. Skills & Experience.

Finance 40

Finance CTO Hire Headcount SaaS 40

OPEXEngine

AUGUST 25, 2020

adding headcount, reducing production time, expanding sales territories) to see likely outcomes. If your team is bogged down aggregating data from multiple sources and making sure spreadsheets are accurate, modeling takes a back seat to fixing errors and broken formulas. Not exactly X-ray vision, but close. Properties of robust models.

Headcount 52

Headcount Forecasting Finance Business Model 52

ChurnZero

OCTOBER 15, 2021

During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. Why NRR benchmarks are dangerous. Be prepared to be benchmarked.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

Totango

NOVEMBER 5, 2019

By measuring the results against benchmarked goals, you can identify accounts in need of support or those ready for expansion. These results have to be filtered through your own personalized KPIs and the customer’s history to generate relevant data. One sure-fire sign of a successful enterprise is an expanding headcount.

Metrics 64

Metrics Customer Success Customer Lifetime Value Headcount 64

ChurnZero

DECEMBER 18, 2020

To help make sense of the survey data, give their expert take on what it means for Customer Success teams, and offer up maturity recommendations based on the findings, we invited Megan Macaluso, VP Customer Success & Operations at ESG, and Jay Nathan, Chief Customer Officer at Higher Logic, to join us for a webinar.

Customer Success 87

Customer Success Sales Recruiting Finance Sales Hiring 87

Sales Enablement, SaaS and Growth

JULY 24, 2018

The number of employees when things get particularly troublesome are three, 10, 30, 100, 300 and 1,000 - before company headcount hits these milestones you’ll need to rethink how you operate. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines.

SaaS Payments 131

SaaS Payments Sales Hiring Payment Services Business 131

Kellblog

JANUARY 2, 2024

Data notebooks as the data app platform. Per LinkedIn , headcount is up 240% over the past two years. They support a wide variety of use-cases that go well beyond data apps. And, for the marketers out there, they’re the first data-oriented company since Splunk to have a distinctive voice in their marketing (e.g.,

AI Search 108

AI Search Technical Review Technical Advisors ChatGPT 108

Totango

APRIL 14, 2020

You should be able to benchmark customer behaviors and progress with metrics known to influence business success, and then automatically follow real-time performance. Your customer success team members should be able to get a visible snapshot of the health of every account under their control within a regular morning routine.

B2B 71

B2B Scale Marketplace as a Service Sales Hiring 71

Intercom, Inc.

MARCH 24, 2021

Ultimately, self-serve support empowers you to scale your support and provide customers with the fast answers they need, when they need them – without upping your headcount or overstretching your team. We recommend setting a benchmark you can track progress towards for key self-serve support metrics like: Rate of Automated Resolution (ROAR).

Scale 165

Scale Scaling Strategy Headcount 165

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. Features have lost 70% of their value in just the last five years, according to an analysis of 900,000+ data points from ProfitWell. It’s not just integrations that have gone to $0.

Scale 70

Scale Startup Technical Review Software Review 70

OpenView Labs

JUNE 10, 2019

5 Common Pitfalls in Data-Driven SaaS Product Management. SaaS product managers should use data to drive decision making, right? But how do you become data driven without falling into common traps like analysis paralysis or cognitive bias or inaccurate conclusions from data misinterpretation? Creating a PM Function.

Management 55

Management SaaS Scale Sales Recruiting 55

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. Features have lost 70% of their value in just the last five years, according to an analysis of 900,000+ data points from ProfitWell. It’s not just integrations that have gone to $0.

Scale 51

Scale Startup Technical Review Software Review 51

ChurnZero

MARCH 22, 2019

To better understand the impact, we had Rob Belcher, Managing Director at SaaS Capital share benchmarking data from their eighth annual survey of private B2B SaaS companies. Rob: I would say there are definitely certain ways to go about it, and I think it all depends, and is why we will do a whole research report on that spending data.

Retention 61

Retention Payment Methods SaaS Payments Outsourced Development 61

InsightSquared

MAY 25, 2021

Ever wish you had sales forecasting benchmarks to assess how your own organization stacks up? . Introducing the Ultimate Forecasting Benchmarks: The 2021 State of Sales Forecasting. We launched this first-of-its kind forecasting research report in partnership with RevOps Squared , a SaaS benchmark and research firm.

Forecasting 62

Forecasting Benchmarks Sales Headcount 62

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. Features have lost 70% of their value in just the last five years, according to an analysis of 900,000+ data points from ProfitWell. It’s not just integrations that have gone to $0.

Scale 40

Scale Startup Technical Review Software Review 40