SaaStr

JANUARY 8, 2025

Increasing Customer Gross Revenue Retention to 90 The third major focus area for Lindsey was improving the end-to-end customer experience to better align with the newly incentives sales team and larger focus on customer retention. Strengthening the pre and post-sales process ensures a better long-term solution fit.

Revenue 299

Revenue Scale Sales Hiring Compensation 299

SaaStr

MAY 3, 2025

Theyll help you scale the team from 2 reps to 10+ and build a repeatable sales process. Theyll focus on driving net revenue retention and building a scalable CS function. Customer Success : As you approach $10M ARR, youll need a full CS team to handle onboarding, renewals, retention and upsells. This is usually around 1 M 1.5M

Sales Hiring 254

Sales Hiring Part-Time VPE CTO Hire Scale 254

SaaStr

NOVEMBER 21, 2020

119% net revenue retention. Asana, 130% net revenue retention. Fastly, 130% net revenue retention. PagerDuty, 139% net revenue retention. Zoom, 140% net revenue retention. Slack, 143% net revenue retention. 146% net revenue retention at IPO. Twilio, 155% net revenue retention. As It IPOs.

Retention 349

Retention SMB SaaS Enterprise 349

SaaStr

MAY 10, 2025

A good playbook for customer success is all about driving retention, expansion, and customer happiness while making it scalable: Hire Truly Product-Savvy Customer Success Managers at First Focus on hiring people who customer-focused product nerds to start. Focus on Net Retention Net retention is the ultimate metric for customer success.

Sales Hiring 235

Sales Hiring Customer Success Scale Retention 235

SaaStr

OCTOBER 23, 2024

So at BILL’s scale, you have to put programs into place across the company to connect employees to customers, to help you focus on all the different stakeholders vs just the contract signer. SMB Unit Economics: Why Is 6 Quarters the Right Target for SMBs at Scale? At BILL, logo retention is 86% in the first 90 days.

SMB 312

SMB Payment Services Payments Payment Methods 312

SaaStr

AUGUST 18, 2024

Massimo Arrigoni, CEO of Beefree, and Enrica Lipari, the People and Culture Director of Beefree’s parent company, Growens, share 5 secrets to a high employee retention rate. Beefree keeps spinning while the group supports Beefrees scale-up as a remote company. Why do they stay? It stands for Way Of Working. Work in public.

Retention 317

Retention Scale Company Culture Leadership 317

SaaStr

DECEMBER 20, 2024

What’s great about high-volume sales at that scale is the pattern recognition,” Michelle shared. Driving revenue through acquisition, expansion, and retention. “Having highly tenured reps tends to drive the highest performance, and good managers are key to retention.” ” 3.

Sales Hiring 263

Sales Hiring Scale Underperforming Technical Team Sales 263

SaaStr

AUGUST 5, 2024

If You Have Data You want to ingest data from different sources and understand which data points actually correlate to retention, growth, and upsell—not just what you think but what the data tells you. What’s the net retention forecast, and how does that compare to the plan that finance gave you?

Scale 289

Scale Customer Success Scaling Revenue 289

SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. In this AI moment we’re in, there are still many moments in scaling a company where intuition still matters. You don’t have to leave as the organization scales. This isn’t new.

Scale 296

Scale Sales Hiring Scaling Startup 296

SaaStr

OCTOBER 10, 2023

On a sales front, how do you evolve past founder-led sales, or together with it, so that you can scale your organization? PST, Laura Connell, Partner at Atomico, shares how to scale beyond founder-led sales on your path to Series B. It’s not a repeatable process, and it doesn’t scale. Time is the enemy.

Scale 283

Scale Sales Hiring Scaling Sales 283

SaaStr

FEBRUARY 7, 2025

Speaker Bio Jason Lyman leads marketing at Customer.io, where he’s helped scale the platform to power over 35 billion customer interactions for 7,000+ high-growth companies. Before Customer.io, Jason built and scaled marketing teams at several B2B SaaS companies, with a focus on customer engagement and revenue operations. .

Scale 276

Scale SaaS B2B Scaling 276

Intercom, Inc.

MAY 25, 2022

We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. . As these existing customers have grown, and we’ve welcomed bigger and bigger customers, we’ve always focused on saying yes to scale. . We’re growing alongside our customers. Can Intercom do that?

Scaling 252

Scaling AWS Software Review Technical Review 252

SaaStr

JANUARY 3, 2025

HubSpot recently changed its interview process to try and help maximize tenure and employee retention at the executive level. ” Key Takeaways Executive hiring remains one of the hardest challenges in scaling a SaaS business. Or a great growth marketer paired with a great sales team will punch above their weight class.

Sales Hiring 290

Sales Hiring Scale Systems Review Interviewing 290

SaaStr

JANUARY 23, 2025

Just look at the numbers: Enterprise customers bring 95%+ best-in-class retention vs. 85% in mid-market. If both succeed, you’re ready to scale. But the rewards – higher retention, bigger deals, and ultimately a much larger TAM – make it worth the investment. That compounds dramatically over time.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

MARCH 1, 2024

Dear SaaStr: What’s The Number One Challenge for Scale-Up Stage Founders? You will need a VP of Product to scale your roadmap. Upsell and retention is an art, science and craft. Or churn will increase, NPS will stagnate and decline, and upsell and revenue retention will be a fraction of what it could be. As are you.

Scale 279

Scale Part-Time VPE CTO Hire Fractional VPE 279

SaaStr

JANUARY 16, 2025

Workato’s SVP of Embedded Sales and Director of Solutions Marketing joined us at SaaStr Annual to talk about how to nurture customers — a great topic in general, but especially for embedded sales and APIs that can take a while to scale. The Second Most Important SaaS Hire? Customer Success.

Sales Hiring 246

Sales Hiring Scale Sales Churn 246

SaaStr

MAY 5, 2025

The New Rules of SaaS Growth: Whats Next for AI, PLG, and Revenue Scale with HubSpots CEO 2. From Startup to $10B+: Lessons on Scaling, AI, and the Future of SaaS with Dropboxs Founder and CEO 3. Scaling AI-Driven Data Strategies: Snowflake’s CEO + Observe CEO 11. How to Build a Category-Leading Product: Owns CEO 12.

Scale 179

Scale New CTO CTO AI 179

Clouded Judgement

MARCH 28, 2025

Starting and scaling a software company was really hard. Starting and scaling a software company was really hard. If you wanted to scale users and growth, you needed to scale a physical data infrastructure footprint. ” This used to be how companies scaled! It wasn’t very elastic. What does this mean?

Cloud 299

Cloud AI Scale Scaling 299

SaaStr

APRIL 30, 2025

ServiceTitan, the operating system for the trades, continues to scale impressively, with $772M in FY25 revenue, $800m+ ARR and a clear path to $1B ARR. Net Dollar Retention >110% and GDR of >95%: The Power of Being a True Operating System ServiceTitans NRR consistently exceeds 110%, even with SMB-heavy customers. Thats rare.

Payments 147

Payments Payment Services SaaS Payments Payment Solutions 147

SaaStr

DECEMBER 15, 2021

SaaStr Scale 2021 is starting soon. 8:00 AM (50 MIN) – The Secrets to Building Your Marketing Engine To Drive Scale with Airtable CMO Archana Agrawal. 8:00 AM (40 MIN) – Top 5 Ways to Scale a Sales Team from the Team Who Had to Do It at Warp Speed with Zoom’s CRO Ryan Azus. The post SaaStr Scale: Live, TODAY!

Scale 278

Scale VP of Engineering Scaling SMB 278

SaaStr

JANUARY 20, 2025

The platforms that move first are seeing 70%+ revenue uplifts and dramatically improved retention. But the window for being early won’t last forever.

Payments 246

Payments Finance Payment Services SaaS Payments 246

FastSpring

JANUARY 23, 2025

When I was running it, it was a lot smaller than that, but scaled that up very, very quickly. And that’s substantial scale in. Blake Hutchison (20:38) And of course, these businesses don’t have the scale or opportunity that a VC asset would typically have for growth. That’s now a billion dollar company.

Scale 121

Scale Entrepreneurship Scaling Underperforming Technical Team 121

SaaStr

FEBRUARY 21, 2025

Here’s a deeper dive into SaaStr Annual and why it’s considered the top SaaS event: Core Elements: Takes place in the San Francisco Bay Area (usually Silicon Valley) Features over 300 speakers across multiple tracks Focuses exclusively on SaaS metrics, growth strategies, and operational excellence Typically runs for 3 days with pre and (..)

Software 246

Software Scale Venture Capital SaaS 246

SaaStr

APRIL 5, 2022

Q: Dear SaaStr: What are Some Common Decisions SaaS Startups Make that Hurt Their Ability to Scale? Hire someone above your team members that can’t scale as soon as they stop scaling. How do you scale from 5 to 50 employees, and beyond? How do you keep retention high? But not before. A bit more here. Transparency.

Scale 264

Scale Sales Hiring Scaling Startup 264

SaaStr

JANUARY 16, 2023

To convert an idea into a successful venture, startups need to be equipped to scale. Mike Wiacek, CEO at Stairwell, Mo Jebrini, CTO at Mashvisor, and Michael Ermolenko, CTO at Inworld.ai, discuss with Helene Ambiana, Global SMB and Startups Marketing Director at Google Cloud, how they overcame the hurdles of scaling and reached their goals.

Scale 263

Scale CTO Hire Cloud Scaling 263

SaaStr

MARCH 23, 2025

5 Key Learnings from Scaling from 3 to 75 Go-To-Market Team Members in Less Than 12 Months The latest SaaStr CRO Confidential is out and Sam Blond did a great deep dive with Graham Mareno, VP of Worldwide Sales at Codeium. The 5 Key Elements of Codeium’s GTM Scaling Playbook 1. What is Codeium and Windsurf?

Sales Recruiting 247

Sales Recruiting Sales Hiring Scale AI 247

SaaStr

MARCH 9, 2025

The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 207

AI Scale Education User Experience 207

SaaStr

SEPTEMBER 29, 2023

The second product had better retention. Existing customers and distribution is the centrality of the advantage Cross-selling and bundling are much more effective for the company because it’s cheaper and drives better retention. The second product attracted many people who didn’t need the first one, but they did need the second.

Scale 289

Scale Scaling Startup Sales Hiring 289

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. Net dollar retention.

Scale 278

Scale Sales Hiring Scaling Outsourced Development 278

Tom Tunguz

FEBRUARY 26, 2025

” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. With this model, Twilio maintained contracted revenue at less than 50% of ARR while achieving industry-leading retention metrics. How much should a Fortune 500 bank pay for your startup?

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

JUNE 7, 2023

Scaling a tech startup doesn’t come easy, and when you’ve tried all the conventional SaaS advice, it might be tempting to give up. But before the years of rapid scaling, it took the company a little while to hit its stride. What Did WorkRamp Do Differently to Scale? In one year, WorkRamp improved gross retention by 11%.

Scale 246

Scale Scaling SMB Marketing 246

SaaStr

APRIL 20, 2022

Alice Katwan , SVP at Twilio , discusses how you can build a high-retention sales team while being remote. One challenge Twilio faced was balancing the scaling efforts of the organization and building a world-class team to support their growth ambitions—in a virtual environment. Implement systems to attract great talent.

Sales Hiring 277

Sales Hiring Scale Retention Sales 277

SaaStr

JUNE 14, 2023

Ten years ago, no one would have guessed Europe would generate the largest software IPO globally, yet UiPath has done it, and net retention is 144%. At SaaStr Europa, UiPath’s Dines shared five insights from growing a company from nothing, so other founders can learn what it takes to scale a SaaS startup to $1B+ ARR.

Scale 246

Scale Artificial Intelligence Technical Review Software Review 246

SaaStr

MAY 19, 2025

No technology in history has scaled this rapidly – not even close. ” While there might be tradeoffs in deep knowledge retention, their AI-enhanced productivity is undeniable. As Aaron Levie, CEO of Box, points out, ChatGPT alone amassed approximately 500 million active users in just over two years.

AI 217

AI Technology ChatGPT Cloud 217

SaaStr

JUNE 23, 2020

Today, the very best SaaS companies are scaling faster than ever. It turns out, as long as you have positive revenue retention, and keep at it, you’ll do just fine over time. These numbers are obviously at scale. Often 200% or even 300% at $10m ARR. Look at Zoom, Slack, Datadog, UiPath etc.

Scaling 363

Scaling Retention Revenue SaaS 363

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. HubSpot for Startups” program.

Scale 264

Scale SMB Scaling Innovation 264