SaaStr

NOVEMBER 30, 2023

General Partner Doug Pepper and General Partner and Head of Analytics at ICONIQ Growth, Christine Edmonds, share the art and science of scaling GTM at this year’s SaaStr Annual. Early Growth Stage — $20M to $50M ARR This is the first time companies are really starting to build their GTM organizations for scale. What does that mean?

Scale 215

Scale Sales Hiring Scaling Outsourced Development 215

SaaStr

DECEMBER 11, 2020

By doing so effectively, you can unlock a path to scaling profits. To assist you with this all-important self-assessment, CloudBlue is introducing our Channel Maturity Scale. ——— Blog post brought to you by: The post The Channel Maturity Scale: How Do You Measure Up? Three distinct stages of channel maturity.

Scale 268

Scale Scaling Marketplace as a Service Cloud 268

Tom Tunguz

MARCH 28, 2021

Improving the net income margin and the cash flow margin this quickly for a business of this scale is like ungrounding a large container ship from an Egyptian canal - no easy feat. UIPath’s metrics rank it as one of the fastest growing and capital efficient businesses today. The services gross margin is -19%.

Payment Services 359

Payment Services Metrics Payment Solutions Payments 359

SaaStr

NOVEMBER 15, 2022

Metrics are the key to evaluating success and setting goals, but not every SaaS business should orient itself around the same one-size-fits-all numbers. This flexible mindset creates just the right conditions for embracing evolving business models and new metrics. The Metric Monolith: The Rise and Fall.

Metrics 197

Metrics Machine Learning Artificial Intelligence Technical Review 197

SaaStr

JANUARY 24, 2023

As SaaS founders are looking to scale and raise funding, it can be confusing and stressful to navigate in the uncertain market of the past few years. In the SaaS space, revenue growth was the king of metrics for many years, but that has changed. As companies scale, they will want to keep in mind that momentum will change over time.

Scale 207

Scale Scaling Software Review Operational efficiency. 207

Tom Tunguz

DECEMBER 1, 2021

Claire’s operational experience is one-of-a-kind, and the conversation focused on scaling startups. On metrics: Early in Stripe’s history, the company tracked output metrics in dashboards. Strategic metrics are the numbers that move over quarters or years, eg, share of global payment volume.

Scale 234

Scale Scaling Payment Services Leadership 234

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. If your product is designed to be used daily, like a fitness tracker, DAUs are the key metric.

Engagement 105

Engagement Metrics Underperforming Technical Team Scale 105

SaaStr

OCTOBER 17, 2023

PST — Former VP of Customer Success and current founder and Managing Partner at Success Venture Partners, John Gleeson, shares his lessons learned scaling customer success from $1M to $300M in ARR. When scaling from founder-led sales to another person selling the product, customers become more demanding. Capacity comes back.

Scale 159

Scale Sales Hiring Customer Success Scaling 159

Intercom, Inc.

DECEMBER 22, 2020

This year, we launched Scale , a new content strand focusing on how industry leaders are propelling their companies forward by keeping their customers front and center. . When we created Scale, we had no idea what the year would hold in store; we simply knew that investing in long-term customer relationships was the key to success.

Scale 220

Scale Scaling Customer Support Interviewing 220

SaaStr

SEPTEMBER 19, 2022

Rav Dhaliwal, Investor and Venture Partner at Crane Ventures , Lindsey Serafin, VP of Customer Success at Snyk.io , and Caitlin Sullivan, Director of Customer Success at Vanta, discuss what customer success is, who owns it, what customer metrics you should look at, and what you need to focus on if you want to scale digital customer success.

Sales Hiring 224

Sales Hiring Customer Success Scaling Construction 224

SaaStr

FEBRUARY 8, 2021

An NPS of 50+, a CSAT of 90–100, whatever metrics you use, find out if your customers are really happy. A good overview of the learnings of scaling from $1m to $250m in ARR with Aaron Levie of Box here: View original question on quora. (an The post 6 Things in SaaS That Are Only Obvious At Scale appeared first on SaaStr.

Scaling 229

Scaling SaaS Churn Metrics 229

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

SEPTEMBER 19, 2021

If that’s not a suite… Founded ten years ago, the company has scaled rapidly selling their software management suite to small and large companies alike. The breadth of the solution is hard to convey, unless you visit the features page ; when printed it’s more than 100 pages long. Revenue, $M. Revenue Growth. -.

Metrics 260

Metrics Outsourced Development Scale Cloud 260

SaaStr

APRIL 4, 2022

The original function of demand generation was about the top-of-funnel awareness and vanity metrics. Rather than operating on our own in silos, marketers must extend our focus beyond top-of-funnel metrics and partner with sales to create a pipeline velocity. . The purpose and limitations of demand generation.

Scale 223

Scale Revenue Scaling Marketing 223

Intercom, Inc.

JUNE 8, 2022

It has always been one of the main attractions for our customers – but, with our latest upgrade, the next-generation Inbox is now the fastest, most effective, and powerful Inbox built for support at scale. Scaling your business means scaling your support, and scaling your support requires great tools.

Scaling 229

Scaling Customer Support User Experience Metrics 229

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 95

Metrics Customer Lifetime Value SaaS Acquisition 95

SaaStr

OCTOBER 5, 2022

Confluent’s President of Field Operations, Erica Schultz, explores different tactics businesses can employ to scale revenue and increase efficiency in the current macro environment. As you look to scale your business and make your processes more efficient, it’s essential to foster a shared understanding of who your target customer is.

VP of Engineering 182

VP of Engineering Scale Scaling Sales Hiring 182

SaaStr

MARCH 31, 2021

Scaling your SaaS company isn’t just about hitting the right growth metrics –– it requires a thorough understanding of your business goals, company culture, and leadership dynamic. Roy Mann and Eran Zinman, Co-Founders and CEOs of monday.com, look back at their incredible growth and share the dos and don’ts of scaling.

Scale 195

Scale Scaling Leadership Company Culture 195

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

Intercom, Inc.

JULY 28, 2022

And for Intercom’s VP of Sales EMEA, Sanj Bhayro , scaling is just what you need to invest in to ensure growth becomes as constant and linear as it can be. Sanj has plenty of experience scaling sales teams at growing businesses, and that’s precisely why, as of November of last year, he‘s overseeing EMEA sales at Intercom.

Scale 210

Scale Scaling Sales Hiring Sales Recruiting 210

Intercom, Inc.

SEPTEMBER 10, 2020

Applying data and science to scaling has become easier because of the shift that’s happened in the software industry over the past 15 years, from outside sales to inside sales. Or, even if they’re leaning towards the latter, they’re often not using the right metrics. A data-driven framework for scaling.

Scale 226

Scale Scaling Sales Recruiting Sales Hiring 226

SaaStr

JANUARY 6, 2021

How do you scale a company based that can be collaborative for everyone in your org — from finance to marketing? Lastly, as a platform business, he had to avoid the temptation to optimize visible, short-term metrics such as revenue. The post Lessons in Scaling a Low Code Platform with Airtable appeared first on SaaStr.

Scale 183

Scale Software Review Scaling Sales Hiring 183

SaaStr

FEBRUARY 24, 2023

How do the best-in-class companies perform when ARR is treated as a growth metric? They initially double their ARR each year in scaling post $10M. Another metric to measure efficiency is Burn Multiple, a simple but effective way to measure the growth efficiency of a business.

Scale 191

Scale Sales Hiring Scaling Venture Capital 191

Groove HQ

JUNE 3, 2020

The post 9 Customer Success Strategies That Actually Scale (Plus 4 Metrics We Track) appeared first on Groove Blog. Nine real customer success strategies we use at Groove, along with templates to set them up yourself.

Customer Success 107

Customer Success Scaling Metrics Strategy 107

The SaaS CFO

MAY 23, 2023

Average Cost of Service (ACS) is an important but obscure SaaS metric for SaaS finance. I reference this metric when speaking with SaaS founders and finance teams about the balance between their cost structure and pricing plans. It’s also a component of my SaaS Scalability Index (SSI).

Scaling 98

Scaling Finance Metrics Pricing 98

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. But a VP whose metrics are flat for more than a quarter rarely if even finds a way to reaccelerate growth later. But what’s more incredible the year prior, they were only growing 67%.

Sales Recruiting 218

Sales Recruiting Scale Sales Hiring Metrics 218

SaaStr

OCTOBER 11, 2023

Eran Zimman, monday.com’s co-founder and co-CEO, shares his secrets to scaling and growth in an unpredictable market. Serve customers a CRM or project management first, and as they scale and use it more, they’re exposed to more features. They kept doing it after the economy changed, and they also scaled it. It’s cheap.

Scale 159

Scale Sales Hiring Scaling Banking 159

SaaStr

NOVEMBER 25, 2022

Scale-ups are exciting. Scaling to satisfy customers’ demands depends on innovation and foresight combined with enterprise-ready technology and the right partners. On top of considerable dedication, creating a scale-up requires a functional edge—a unique and unreplicable capability compared to the players in the industry.

Scale 206

Scale Scaling Marketplace as a Service Entrepreneurship 206

SaaStr

NOVEMBER 28, 2022

These two departments are a SaaS company’s most important; without their alignment, there is no growth or scale. While enabling your go-to-market teams, you must be mindful of the future state of scaling. Strategize so you avoid over-customizing a monster system that you won’t be able to scale in the future.

Scale 185

Scale Finance Sales Hiring Scaling 185

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 268

Metrics Benchmarks Scale Acquisition 268

SaaStr

MAY 17, 2021

We overindex on the inside information, and how quickly we assume they could scale up … and because of that, we let their other weaknesses slide in candidates we otherwise wouldn’t hire. Sales reps don’t have to scale in a day. So a rep with a $120k OTE has to eventually close at least $480k at scale. Giving Reps Too Much Time.

Scale 213

Scale Sales Hiring Scaling Sales 213

Tom Tunguz

JULY 8, 2020

This modern architecture for data analysis, operational metrics, and machine learning enables companies to process data in new ways. The cloud data lake architecture enables companies to achieve scale, flexibility, and accessibility. Cloud Data Lakes are a trend we’ve been excited about for a long time at Redpoint.

Data Analysis 241

Data Analysis Cloud Data Scaling 241

SaaStr

DECEMBER 14, 2022

Yamini Rangan, CEO at HubSpot, has many insights on how to serve SMB customers at scale. But because SMBs are rarely digital-first, their recent challenges allowed HubSpot to leverage their years of experience in marketing automation, as it became a core feature of how these companies worked to scale.

Scale 207

Scale SMB Scaling Innovation 207

SaaStr

APRIL 28, 2022

So don’t get me wrong — NRR is a Top 3 Metric for any SaaS company. And as your CS team scales, any individual rep may not be able to influence overall NRR all that much. Or logo retention as a metric can work as well, especially in B2D and other models that grow a lot over the year on their own. It’s true.

Customer Success 192

Customer Success Metrics Scale Retention 192