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Where Customer Success Reports To Typically, Who Really Owns Renewals, And More from ChurnZero

SaaStr

There is almost no software and non-headcount budget for CS. 64% of CS teams spend $200,000 or less a year on non-headcount, with growth stage companies spending the least, just 0.1% Churn-and-burn deals help no one except the AE getting a commission. #4. This data is interesting. of revenue. I do love this.

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5 Interesting Learnings from Okta at $2 Billion in ARR

SaaStr

Okta is seeing higher SMB churn and more ROI scrutiny, but is also benefitting from some customers wanting to centralize on fewer core vendors. Slowing headcount growth — like lots of others. Okta headcount grew 32% year-over-year, fairly consistent with revenue growth, but then Okta like others slowed down hiring.

Scale 293
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Advice Every SaaS Founder Needs to Know in 2024 with Sam Blond and Jason Lemkin

SaaStr

Do you have to double your headcount to make it from $10M to $20M or even $2M to $5M? For headcount specifically, make sure that the constraint to growing faster is that you don’t have enough salespeople to work the demand that exists for your business. When those outcomes are achieved, the hire gets their headcount.

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Drive retention from customer support with 4 easy steps

Intercom, Inc.

With increasing business costs and reduced headcount, companies are feeling the squeeze as they also grapple with rising consumer expectations. While a 1% increase in acquisition might boost your bottom line by about 3% , a 1% decrease in churn can boost it by 7% ! It’s more significant than you might think….

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5 Interesting Learnings from Atlassian at Almost $3 Billion in ARR

SaaStr

Headcount up 7%, while revenue is up 37%. But that only increases total headcount 7% which revenues went up 37%. Haven’t seen a material increase in employee churn even during the “Great Resignation” The effects here aren’t even. That transition doesn’t happen overnight for legacy customers.

Scale 306
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How Important is Your Software to Your Customer? It's Time to Find Out.

Tom Tunguz

Management teams expect to reduce operating expense by 20% predominantly through headcount reductions or hiring freezes - everyone from sardine startups to public megalodons. Software automates manual work, provides leverage, and the total cost is often less than a headcount. Software does more with less.

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Clouded Judgement 3.22.24 - ERR vs ARR and the Conundrum of AI Revenue Streams Today

Clouded Judgement

At contract expiration these customers either renew (sign another contract with same annual value), expand (sign another contract with higher annual value), contract (sign another contract with lower annual value), or churn (stop being a customer and spend goes to zero). Do you have ARR or ERR?

AI 180