SaaStr

SEPTEMBER 1, 2021

Pretty incredible at scale. Really, what you tend to see when you keep a stretch VP too long in their current role is flat metrics. For example, a great Stretch VP of Sales might get you to from $50k to $500k a month in new bookings. Churn that stops decreasing. Leads and pipeline that flattens. What changed?

Sales Recruiting 239

Sales Recruiting Scale Sales Hiring Metrics 239

SaaStr

JULY 26, 2022

Don’t need as much sales experience on sales team. But beyond all the other Pros and Cons of SMB vs enterprise, there’s one looming issue with SMB SaaS: Churn. Endemic churn. The type of churn you almost can’t do anything about. And then 3% a month churn cuts your growth in half.

SMB 360

SMB Churn Payment Services SaaS 360

SaaStr

AUGUST 13, 2023

Check out this week’s top blog posts, podcasts, and videos: Top Blog Posts This Week: 5 Top Tips to Drive Down Churn in The Early Days 5 Interesting Learnings from Atlassian at $3.2 SaaStr 680: The Most Important SaaS Metrics of 2023 with monday.com Co-Founders and SaaStr Founder Jason Lemkin  2. SaaStr 677: MongoDB at $1.5

Scale 244

Scale Churn Scaling Metrics 244

SaaStr

FEBRUARY 28, 2022

A few ideas on how to help the sales team make this your best year so far: Hire dedicated sales / revenue ops. Many of you will have little to no dedicated help in sales operations , even up to $10m ARR or beyond. Getting routing the right leads? This will take some of the pressure off the sales team.

Scale 246

Scale Sales Hiring Sales Enterprise 246

User Pilot

FEBRUARY 26, 2024

Digital product metrics reveal how customers interact with your product. However, not all metrics are created equal. In this article, we hone in on the best metrics for product teams looking to drive product growth. We discuss 15 of the most important metrics and examine what to consider when choosing which metrics to track.

Metrics 104

Metrics Customer Lifetime Value Scale SaaS 104

User Pilot

MARCH 7, 2024

What metrics you should track? Other popular user engagement metrics include user activation rate , DAUs/WAUs/MAUs , user stickiness , product usage frequency, NPS, CSAT , customer retention rate , and customer churn rate. Consequently, it leads to higher user satisfaction, retention, and loyalty. Product Usage Frequency.

Engagement 105

Engagement Metrics Underperforming Technical Team Scale 105

Payrix

MAY 14, 2024

Adam Tesan, CRO at Worldpay for Platforms, is a seasoned executive leader with decades of experience in sales, marketing, and revenue in the software space. During his tenure, Chargebee experienced high growth, scaling from processing about $3 billion in revenue to $13-14 billion. And the other one is NRR and LTV.

Payments 147

Payments Payment Services Payment Solutions SaaS Payments 147

Intercom, Inc.

JULY 11, 2019

If you’re a leader, he says, don’t try to scale your job. Since 2010, he’s helped the company grow to more than 40,000 customers and helped scale the support team to more than 500 employees to assist those users. Here are five quick takeaways: Most sales and support teams talk about their jobs as a funnel. Short on time?

Scale 188

Scale Scaling Sales Hiring Underperforming Technical Team 188

User Pilot

SEPTEMBER 19, 2023

As your business grows and your focus shifts from acquiring new customers to retaining existing ones, churn prediction becomes an invaluable tool in your toolkit. Accurate churn prediction models help you improve the customer experience and prevent voluntary customer departures. What is churn prediction? Churn is expensive.

Churn 105

Churn Machine Learning Artificial Intelligence Data Analysis 105

User Pilot

JULY 18, 2023

Tracking your customer churn rate will help you keep tabs on business growth. You will have data sets for analyzing your churn/retention history, which will better position you to make intelligent business decisions. Types of churn rates you should calculate: customer churn rate, revenue churn rate , and involuntary churn rate.

Churn 98

Churn Payments SaaS Payments Payment Solutions 98

Intercom, Inc.

DECEMBER 8, 2020

This is where metrics can be invaluable, giving clarity on performance, and circumventing potential issues. But with so much data to consider, how can you define the help desk metrics that matter for your team? What are help desk metrics? Help desk metrics vs. KPIs. Ticket volume or total conversations.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Tom Tunguz

MARCH 24, 2019

Focused on capital efficiency from the earliest days of the business, Eric has built a monster software business, with few comparisons in both absolute scale and efficiency. Even at Zoom’s scale, across this peer set, Zoom is the fastest growing, edging New Relic by 5 percentage points. The company filed their S-1 on Friday.

Metrics 277

Metrics Benchmarks Scale Acquisition 277

SaaStr

MARCH 20, 2024

They discuss Sam’s learnings at Founders Fund, what the 2024 playbook looks like, hiring and motivating sales teams, and a handful of audience questions. Higher than he imagined in terms of the founder quality bar and, the stage of the business, and growth and efficiency metrics. On the sales side, people hired way too much.

Sales Hiring 264

Sales Hiring Sales Recruiting Scale Headcount 264

Tom Tunguz

NOVEMBER 6, 2021

All of the sales and marketing dollars invested to obtain persuade the buyer to put digital ink to pdf have been recouped immediately. The payback period metric doesn’t capture the difference in the quality of the revenue/cash collections. Let’s take this idea time scale further out: multi-year deals.

Sales Hiring 330

Sales Hiring Scale Payments Payment Solutions 330

SaaStr

NOVEMBER 23, 2019

If you have a good sales team, they are leaving nothing on the table. If they aren’t — you need a new VP of Sales). Whatever great work the sales team did in 2017 will be 100% behind them on Jan 2. A few ideas: Hire dedicated sales ops. Many of you will have little to no dedicated help in sales operations.

Scale 224

Scale Sales Hiring Sales Investment 224

SaaStr

APRIL 26, 2023

Self-serve products can and should be quite profitable at scale. Most of the website / presence growth came from price increases, which saw limited churn as a result. Churn was modest from their price increase, leading to material growth. A tough metric. And subscriber growth of only 3%. 68% From Ecommerce.

Scale 238

Scale SMB Churn Pricing 238

SaaStr

APRIL 28, 2022

So don’t get me wrong — NRR is a Top 3 Metric for any SaaS company. Lazier than almost anyone in sales, even the ones that really only work 20 hours a week. And importantly — importantly — they don’t sweat churn too much if the NRR goal is still being met. And high NRR is a gift. Why is this?

Customer Success 221

Customer Success Metrics Scale Retention 221

Chart Mogul

JUNE 1, 2023

So if you are keeping a close eye on your retention metrics this year, you’re not alone. Retention is one of the most important metrics when building a successful SaaS business. So if you are keeping a close eye on your retention metrics this year, you’re not alone. faster than their peers in 2022.

Retention 90

Retention Metrics Benchmarks SaaS 90

SaaStr

MAY 8, 2022

Why NRR is Probably The Wrong Core Metric for Your Customer Success Team. SaaStr 552: 5 Lessons on Building Your Sales Organization for Scale with Than Hancock, EVP of Sales @ Podium and Carlie Adams, Head of West Coast Sales @ Podium. 9 Things Your New Head of Product Should Do in Their First 30 Days.

Scale 241

Scale Engineering Payment Features Sales 241

InsightSquared

MAY 7, 2019

Sales is the Growth Engine. Sales is the engine driving SaaS company value. Top and bottom line performance are totally dependent on the sales organization and its performance. And sales expense is typically the largest expense item on a growth SaaS company’s income statement. Typical SaaS Sales Metrics.

Scale 102

Scale Sales Hiring Metrics Sales 102

SaaStr

NOVEMBER 21, 2020

How to hire a great VP of Sales (tons on that here ). What a great VP of sales really does. But as I now work with 24+ scaling SaaS companies, all of whom, all of us, who struggle to build a great management team … I’ve learned to distill it all down to one thing. About recruiting and helping you scale.

Sales Hiring 356

Sales Hiring Scale Sales Recruiting Engineering 356

User Pilot

JUNE 26, 2023

Want to track the different types of product metrics to get product growth insights ? Product metrics are critical for product growth managers to develop the right product strategies and drive continuous value for customers. However, it isn’t easy to choose the right product metrics from the many SaaS metrics available.

Metrics 96

Metrics Customer Lifetime Value SaaS Acquisition 96

SaaStr

DECEMBER 5, 2023

By going upmarket, you can land bigger deals with more opportunities to upsell and lower churn. As Managing Director of Salesforce Ventures, Nowi Kallen , shared at last week’s Workshop Wednesday, there are five main challenges of moving upmarket and tips to follow if you want to succeed at Enterprise sales in today’s macro environment.

Scale 197

Scale Enterprise readiness compliance Enterprise 197

SaaStr

DECEMBER 14, 2020

If you already have a few bigger deals under your belt, but most are smaller … a few higher-level suggestions: Hire a Very Good VP of Sales that has sold at your “high end” price point. More here: The 48 Types of VP Sales. The best way to make pos-initial sale land-and-expand happen organically is engaged, happy customers.

Scale 291

Scale Sales Hiring Underperforming Technical Team Point of Sale 291

SaaStr

JULY 5, 2023

I like this chart a lot showing both the awesome power of high NRR, and also how you have to invest in customers that scale with you over time. But those accounts grow dramatically over time, and don’t really churn. That leads to an awesome force of nature years down the road: #3. Efficiency is a complicated metric.

Scale 194

Scale cloud efficiency Cloud Business Model 194

SaaStr

MARCH 31, 2020

I’m Guillaume Cabane and today I’m going to talk about The Playbook To Running Growth Experiments At Scale. That’s just not measurable on the revenue scale. Because you’re just not making profit from those leads anymore, okay? And that’s why we have a riff and conflict with sales.

Scale 133

Scale Scaling Sales Hiring Engineering 133

ChurnZero

AUGUST 13, 2021

InSided VP of Customer Success Anika Zubair joined us to talk about the product categories and solutions that leading Customer Success professionals are embracing as they build out their digital-led programs. I would say, go make friends with the CFO or the finance person and find out what metrics they care about.

Scale 98

Scale Customer Success Scaling Sales Hiring 98

SaaStr

DECEMBER 3, 2021

#12 SaaStr 196: Stripe COO Claire Hughes Johnson on How The Best Leaders Inspire with Confidence and Stability, The Key To Successful Decision-Making & How To Hire Quality Teams At Scale. #11 11 SaaStr 309: David Skok on The 9 Stage Model To Get A B2B Company To Get Repeatable, Scalable & Profitable Growth. #10 1 SaaStr 221: HBS Sr.

Scale 212

Scale Sales Hiring SMB Benchmarks 212

SaaStr

MAY 16, 2021

SaaS companies thrive on partnerships to share leads, mutually champion brands and collaborate on customer success efforts. Gorgias CEO Romain Lapeyre, and Axelle Heems, the Gorgias Head of Operations, share steps to create a partnership program that scales and yields results. Is it just the lead? Then, examine your ecosystem.

Scale 236

Scale Sales Hiring Sales Funnel Consulting 236

Clouded Judgement

MARCH 22, 2024

Subscribe now ARR (Annual Recurring Revenue) vs ERR (Experimental Runrate Revenue) ARR (Annual Recurring Revenue) is one of the most popular SaaS (Non-GAAP) metrics. However, it’s also one of the most loosely used metrics, and is frequently misused. This brings me to AI (everything leads to AI these days…).

AI 183

AI Revenue Cloud Technical Advisors 183

Totango

NOVEMBER 5, 2021

Do you use Totango for CSM reps only or as a dashboard for everybody in the Sales/CSM and Customer Care team? . MH : For our high-touch customers, we provide the traditional QBR (quarterly business review) with readouts of metrics and information. Well, if you’re Aruba, you go digital. What’s an auto QBR?

Scale 111

Scale Engagement Scaling Strategy 111

InsightSquared

APRIL 14, 2021

There are countless factors that lead to this. CROs, and sales leaders alike, often walk into their new role blind. They work tirelessly to assess the funnel quality, sales process adherence, and the overall go-to-market strategy. CRM systems were never designed for the sales rep. Lack of Trusted Data. What can be saved?

Scale 62

Scale Metrics Sales Forecasting 62

User Pilot

APRIL 23, 2023

Do you know which product health metrics to track to achieve long-term success for your SaaS business? The right metrics and data will offer valuable product growth insights to help you make data-driven decisions about optimizing your products’ performance. What are product health metrics? Let’s start!

Metrics 97

Metrics Customer Lifetime Value SaaS Scale 97

User Pilot

MARCH 31, 2023

Analytics vs metrics – how do they differ from each other? Though both are important, analytics and metrics have distinct meanings and purposes in your data analytics process. In this article, we will go through analytics and metrics, their examples, and how you can analyze metrics to drive growth for your SaaS business.

Metrics 98

Metrics Customer Lifetime Value Data Analysis Engagement 98

SaaStr

AUGUST 13, 2021

At least break out who is handling all the key functions, and how and when you are hiring to fill them: Sales lead, Marketing lead, Product lead, Engineering lead. A Fully Baked Financial Model — Including Crystal-Clear MRR and Operating Metrics. Lead with trailing and projected MRR first.

Scale 278

Scale Sales Hiring Venture Capital Headcount 278

Intercom, Inc.

APRIL 14, 2020

Intercom’s Senior Customer Support Manager Ruth O’Brien says: “It’s important to strike a good balance between being honest about how you’re feeling and not pretending to be perfect, but also being calm and leading by example. Your team and their health are far more important than any metric. Need something else?

Scale 223

Scale Leadership Customer Support Healthcare 223

ChurnZero

FEBRUARY 14, 2023

Some Customer Success metrics are considered standard but there’s often more than meets the eye. Sales and marketing professionals that geek out on metrics can find themselves in deep philosophical debates about the best numbers to track. There is often more than one way to calculate a given Customer Success metric; Gaming.

Customer Success 94

Customer Success Metrics Software Review Customer Lifetime Value 94