SaaStr

APRIL 4, 2025

Companies can meet stringent quality requirements at a fraction of the cost of in-house teams, while accelerating their AI initiatives. Why It Matters : Customer support teams are drowning in tickets, with resolution times getting longer, not shorter. The team comes from MongoDB and Elastic, bringing deep search expertise.

AI Search 169

AI Search AI Startup Scale 169

FastSpring

APRIL 26, 2022

In the language of SaaS, I churned. And the experience got me thinking: Was immediate removal of paid features the best chance to keep me from churning? When did I officially count as “churned”? Did they count me as churned on the day I canceled? In part one, we cover benchmarks and common churn formulas.

Benchmarks 147

Benchmarks Churn Payments SaaS Payments 147

SaaStr

OCTOBER 24, 2022

Developers act, think, and behave differently than your average customer. As an API-first company, WorkOS focuses on selling primarily to developers. Doing Business with Developers. Developers haven’t typically been the buyers in enterprise software, so why should you build for developers?

Underperforming Technical Team 208

Underperforming Technical Team Outsourced Development Development Part-Time VPE 208

FastSpring

JANUARY 23, 2025

Podcast Full Interview: Video Transcript Jesse Paliotto (00:04) Hello, everyone, and welcome to Growth Stage podcast, where we discuss how digital product companies grow revenue, build meaningful products and increase the value of their business. And then of course you generate revenue in much the same way as a blog. million ARR.

Scale 120

Scale Entrepreneurship Scaling Underperforming Technical Team 120

Intercom, Inc.

NOVEMBER 14, 2019

It’s time to start thinking about retention at scale and bring onboard a customer success team. That’s exactly how Yelp approached its growth journey, under the leadership of Senior Vice President and General Manager of Local Revenue Kayti Sullivan. Why you need a customer success team.

VP of Engineering 109

VP of Engineering Customer Success Churn Scale 109

SaaStr

NOVEMBER 23, 2022

The success of an executive team often depends as much on their interpersonal harmony as their professional expertise. How does a team establish rapport with one another? Algolia’s Bernadette Nixon (Chief Executive Officer) and Michelle Adams (Chief Revenue Officer) have spent the past few years developing this relational toolbox.

Underperforming Technical Team 310

Underperforming Technical Team Leadership Outsourced Development Finance 310

SaaStr

JULY 10, 2021

So let’s take a look back to a deep dive with the CEOs on what they learned building their first senior teams: ———-. As a founder/CEO, building your first management team is something that you often lose sleep over. What makes you feel that you need to level up your management, set up your first management team?

Sales Hiring 260

Sales Hiring Underperforming Technical Team Development Team Review CTO Hire 260

User Pilot

OCTOBER 19, 2024

Satisfaction in SaaS, therefore, isn’t simply about developing a nice product and launching it in the market. For instance, you can launch a CSAT survey after a customer interacts with your support team. They include metrics like the Net Promoter Score , Customer Effort Score , Customer Churn/Retention Rates , etc.

Business 111

Business Underperforming Technical Team Customer Lifetime Value Systems Review 111

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 172

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 172

SaaStr

APRIL 30, 2022

Average Revenue per Customer. The second constituent there is the developer. Why do developers love SaaS products? And basically SaaS revenue models is just magical for investors and for businesses. And basically SaaS revenue models is just magical for investors and for businesses. One is your churn.

SaaS Payments 246

SaaS Payments Metrics Payment Methods Scale 246

Subscription Flow

OCTOBER 2, 2024

In simple terms, revenue leakage means that a business is unable to collect a 100% of its earned income. There is always a small percentage of income that gets ‘leaked out’, causing revenue loss. Revenue leakage is that amount of money from your customers which gets processed, but which does not end up in your account.

Payments 105

Payments Payment Features Payment Services Payment Solutions 105

SaaStr

JUNE 21, 2024

These nine sales concepts, when done correctly, will greatly improve your sales and sales teams. #1: Most people think you need to hire more salespeople in a demand-poor environment. Demand-poor environments lead to problems like: Sales reps clinging on to opportunities for too long. That’s the wrong answer.

Sales Recruiting 287

Sales Recruiting Sales Hiring Scale Outsourced Development 287

Intercom, Inc.

OCTOBER 26, 2018

Many organizations create customer success teams but there’s no clear definition as to how these teams develop long-term value for both the customer and the business. Some sales teams consider a customer success manager as the post-sale counterpart of an account executive. The role of customer success teams.

Sales Hiring 123

Sales Hiring Customer Success Scale Underperforming Technical Team 123

SaaStr

JUNE 4, 2021

Pomel focused his session on: Making your SaaS startup customer-centric: Hw event marketing has helped him integrate his engineering and sales teams. How many of you guys’ product rely on the highly functioning engineering team? Helping the engineering teams run smoothly and being super productive thanks to mentoring.

Scale 315

Scale Underperforming Technical Team Sales Hiring Engineering 315

Totango

JANUARY 26, 2021

Being proactive about churn prevention provides an antidote to customer attrition. Read on to learn what churn is, how an attrition analysis can help you pinpoint why you’re losing customers, and what steps you can take to prevent customer churn. What Is Churn Rate and How Does It Relate to Customer Retention?

Churn 94

Churn Retention Underperforming Technical Team Technical Review 94

SaaStr

OCTOBER 26, 2023

In a year like this, SMB is doing worse, with a lot more churn and startups going out of business. Putting Revenue in Enterprise Marketing as You Scale Something folks yo-yo on as they scale is the idea of putting all of your money into Enterprise marketing when the majority of revenue is coming from Enterprise. Not quite yet.

Sales Hiring 277

Sales Hiring AI SMB Scale 277

User Pilot

NOVEMBER 7, 2024

Let’s review everything your customer success team has to do in the absence of any customer success tools. Ensure that your data is clean and easily accessible, as poor data quality undermines the value of even the best customer success tool. This will allow teams to identify at-risk accounts and prioritize proactive outreach.

Customer Success 105

Customer Success Enterprise Software Review Startup 105

User Pilot

JANUARY 2, 2025

The survey aims to better understand users workflows and help prioritize product development initiatives, like new integrations, that add the most value to its users. Key takeaways from this example Multimedia support adds clarity: Allowing users to attach screenshots or videos ensures developers get precise insights into user challenges.

Scale 102

Scale Churn Underperforming Technical Team Scaling 102

User Pilot

JANUARY 31, 2023

How to prevent churn by identifying at-risk customers? In SaaS, you can grow your revenue only if your churn rate is low, so retaining at-risk customers is crucial. In this article, we will discuss the ins and outs of at-risk customers, how to detect them, and five actionable strategies to help you prevent churn.

Churn 98

Churn Underperforming Technical Team SaaS Payments Payment Solutions 98

SaaStr

JULY 1, 2021

Dropbox just hit one billion dollars in annual revenue. The second is pulling more around values, and how we approached team building. Even as a three person team, we went through an exercise to figure out what do we stand for, as a team? How have the other two of you thought about building out your team?

VP of Engineering 290

VP of Engineering Sales Hiring Sales Recruiting Underperforming Technical Team 290

SaaStr

JULY 15, 2022

Jason Lemkin: You certainly can hire a whole content team and build 10,000 pieces of content, but I will tell you what I have always seen work is one incredible piece a week. Whether it’s technology or sales, revenue, marketing, you can outsource the edge, you can outsource integrations, you can outsource experiments for sure.

Scale 289

Scale Outsourcing Services Sales Hiring VP of Engineering 289

Chart Mogul

JULY 8, 2020

Tired of the same ol’ “X proven ways to reduce customer churn”? SaaS companies dedicate a lot of time and money to the same goal — they want to give customers a reason to stay and reduce churn. But no matter what that personality is for your brand, it’s consistency that counts for reducing customer churn.

Branding 133

Branding Churn Underperforming Technical Team Retention 133

Intercom, Inc.

OCTOBER 16, 2018

But that approach doesn’t just apply to your supply chain management, revenue or churn rates – most fundamentally, it also applies to people and our performance. They help managers evaluate how their employees are doing, the value they bring to a team and how their work can be improved. Reviews of teammates’ conversations.

Customer Support 155

Customer Support Underperforming Technical Team Scale Construction 155

Baremetrics

NOVEMBER 2, 2021

Shopify is a huge opportunity for developers looking to expand into the micro-SaaS space. The Shopify App Store brings together Shopify app developers and Shopify shop owners for their mutual benefit. Why you need to track business metrics for Shopify App Developers 10 business metrics for Shopify App Developers 1.

Outsourced Development 98

Outsourced Development Payment Solutions Underperforming Technical Team Metrics 98

User Pilot

APRIL 24, 2025

Want to advance your career in product management or find top talent for your team? This article shares exciting product manager roles focused on retention and churn and showcases standout candidates in the field. Stripe They’re looking for a senior Product Manager to lead a pillar within our LPM Cost Optimization team.

Payment Methods 52

Payment Methods Payment Solutions Retention Churn 52

SaaStr

JANUARY 21, 2020

Justin used Sales Culture to grow a successful PatientPop team to 140 employees and 55 million in revenue. When I was hired, I came in with one salesperson and zero dollars in recurring revenue and over the next four years grew the sales team to over 140 employees and 55 million in recurring revenue.

Sales Recruiting 331

Sales Recruiting Sales Hiring Scale Sales 331

Intercom, Inc.

JULY 19, 2021

And for your support team, using the right conversational support tool and framework allows them to maximize their resources, so they can focus on solving complex queries and building long-term customer relationships. But conversational support doesn’t just benefit your support team. Teams that benefit: Sales, marketing.

Underperforming Technical Team 130

Underperforming Technical Team Scale Sales Hiring Sales Recruiting 130

Intercom, Inc.

NOVEMBER 21, 2019

Our Director of Content, John Collins , recently spoke with Tara and learned how the Jobs-to-be-Done methodology helped Sprout Social completely revise its customer journey, which ultimately increased the company’s net revenue retention. . Ultimately, that leads to churn. A different approach is the Jobs-to-be-Done framework.

Retention 34

Retention Scale Marketing Underperforming Technical Team 34

Totango

FEBRUARY 9, 2024

To make it to the Super Bowl, a football team must have two things: a strong defense and a strategic offense. The defense maintains a good field position and prevents the opposing team from scoring points, while the offense orchestrates smart plays to gain additional yards and score points. Calculate it!

Retention 115

Retention Underperforming Technical Team Software Review Churn 115

SaaStr

JULY 29, 2019

No regrets are things that especially in recurring revenue companies, you’ll look back and say … well, I knew I should have done that at the time, and it wasn’t crazy hard, and it would have helped a lot … but I still didn’t do it. What Order Should You Hire Your Management Team In? #4. And less churn.

Sales Hiring 225

Sales Hiring Venture Capital Scale SaaS 225

User Pilot

MARCH 25, 2024

TL;DR Customer attrition or customer churn is the loss of a customer(s) by a business. Understanding and limiting customer churn improves customer loyalty and the customer’s lifetime value. To calculate the churn rate, divide the number of customers lost by the total number of customers at the beginning of that period.

Underperforming Technical Team 104

Underperforming Technical Team SaaS Payments Payment Methods Payment Solutions 104

User Pilot

APRIL 2, 2025

In this article, I’ll show you how Userpilot helps product teams cut through the noise and understand what really matters in mobile user behavior: no data science degree required. The platform’s code-free implementation makes it accessible for product managers who want insights without constantly relying on developers.

Mobile 64

Mobile Underperforming Technical Team Onboarding AWS 64

Intercom, Inc.

APRIL 11, 2019

But today, marketing is the primary driver of revenue at your typical, fast growing B2B startup. But scaling a marketing team to the heights Segment have isn’t as simple as putting a bunch of A-players in a room and getting them to start churning out paid advertising. Teams can be stretched and under-resourced.

Scale 162

Scale Underperforming Technical Team Marketing Startup 162

Sales Hacker

DECEMBER 4, 2020

A sales dashboard gives your team a fast and efficient way to see all the data that is most important to doing their job effectively. Most customer relationship management (CRM) tools have the built-in ability to create dashboards for your team. Your dashboard should consist of KPIs or metrics that define success for you and your team.

Underperforming Technical Team 135

Underperforming Technical Team Sales Data Metrics 135

Chart Mogul

OCTOBER 29, 2020

Schremser tells us the story of how the Usersnap team turned churn analytics into a powerful tool to improve their product. Churn rates can keep business owners and leaders up into the wee hours of the night, head-scratching why it can’t be reduced to a reasonable amount. We were able to figure out why our churn was so high.

Churn 74

Churn Underperforming Technical Team Development Technical Review 74

Neil Patel

OCTOBER 29, 2020

The bad news is that marketers waste 37 to 95 percent of their marketing budget. You’ll want to break each of these areas down in enough detail so you (and your team) can work with each of these areas properly. Web developers spend their time on sites like ArsTechnica, Reddit, SitePoint, etc. Focus is really important.

Underperforming Technical Team 145

Underperforming Technical Team Development Strategy Payment Methods 145

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? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 212

Customer Support Metrics Technical Review Scale 212