InsightSquared

MAY 7, 2019

At the highest level, SaaS companies look at sales expense, headcount, sales productivity and SaaS metrics like: The cost of new customer acquisition (CAC). Customer churn or retention rates. Typical SaaS Sales Metrics. Customer lifetime value (CLV).

Scale 102

Scale Sales Hiring Metrics Sales 102

Totango

APRIL 23, 2019

Customer expectations are higher than ever, and if you can’t deliver lifetime customer value, then a relationship you’ve worked hard to build may just end in churn. To account for that, you can insert potential and actual dollar values in place of the headcount: Customer Renewal Rate = Actual Renewal Value ÷ Potential Renewal Value X 100.

Headcount 73

Headcount Churn Subscription Payment Features 73

ChurnZero

JANUARY 3, 2020

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. About G2 (formerly G2 Crowd). About ChurnZero.

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

User Pilot

MAY 11, 2022

You can also learn why different segments churn more often and fix the issue. Customer segmentation can help you improve retention rate and reduce churn as you can easily identify disengaged users who are at high risk. Win back churned customers. Churn cancellation survey example. H3 Improve customer retention rate.

SaaS 98

SaaS Underperforming Technical Team Onboarding Churn 98

ChurnZero

DECEMBER 19, 2024

Today, this combination of automation and targeted support model has transformed Ollies onboarding results, leading to lower churn and fewer failure-to-launch issues. We also expanded our ARR by almost 25% without needing to add any CSM headcount. Our customers are much happier too, says Dustin.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

OPEXEngine

NOVEMBER 23, 2020

This INCLUDES headcount-related expenses. If you are utilizing Gusto or a similar payroll tool, your headcount expenses are likely coming into your P&L as one (or maybe two) line item(s). these figures are going to be WRONG because you haven’t properly accounted for your headcount costs in Sales & Marketing.

Finance 52

Finance Sales Hiring Headcount Scale 52

SaaSOptics

JUNE 24, 2021

Without consistency in how basic SaaS metrics, like ARR,MRR and Churn (both logo and dollar Churn) are calculated, you leave yourself vulnerable to not only investor scrutiny but also ill-informed decision making. . After all, there is only one definition/calculation for ARR, Churn, etc.

Scale 72

Scale Headcount Finance Churn 72

Chart Mogul

DECEMBER 22, 2021

Our mission is to build the world’s most powerful subscription analytics platform for the SaaS community. Building the leading subscriptions analytics platform means listening to our customers, and implementing changes to the product that bring them the most value. What’s new in ChartMogul in 2021? ChartMogul is a product-led company.

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Outseta

JANUARY 20, 2020

This included selling additional services like credit card payment processing, tenant background checks, 1099 e-filing services, and renter’s insurance. This required no additional addressable market and also helped to drive down Buildium’s churn rate. While these revenues are pay-per-use, rent payments are both large and regular.

SaaS Payments 145

SaaS Payments Sales Hiring Payment Methods Payment Services 145

ChurnZero

AUGUST 23, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. About G2 (formerly G2 Crowd). About ChurnZero.

Software Review 56

Software Review Customer Success Software Venture Capital 56

ChurnZero

JANUARY 7, 2020

The team lacked a way to assign health scores or predict a customer’s likelihood to churn. This has allowed for the optimization of their trial subscriptions program. . It has allowed the team to scale to 500+ accounts without the need for additional headcount. . Identify accounts in need. The Impact .

Scale 52

Scale Headcount Consulting Customer Success 52

Totango

APRIL 14, 2020

While most of us associate the digital leap to subscription and third-party software services with customer empowerment, those same tech advances make it easier than ever to provide personalized care in a targeted, scalable manner. 5. Be Ready to Act. B2B Customer Segmentation Maximizes Impact.

B2B 71

B2B Scale Marketplace as a Service Sales Hiring 71

ChurnZero

DECEMBER 18, 2020

Like let’s take a more conservative approach in the earlier months of the year in terms of adding headcount. Learning Subscriptions: The Future of Customer Education – Read how SaaS companies can catch up to create a customer education program. . Maybe a little bit more provisional, and maybe a little bit more conservative.

Customer Success 87

Customer Success Sales Recruiting Sales Hiring Finance 87

ChurnZero

NOVEMBER 16, 2018

The Subscription Model Gives Power to the Customer = Power to Customer Success. How to Scale without Scaling Headcount. To ensure you success function scales without scaling your headcount, make sure everyone in the company is bought into the success mindset. . — Chris Weddick (@chrisweddick) November 8, 2018. pulseEurope2018.

Customer Success 49

Customer Success Scale Headcount Sales Hiring 49

CustomerSuccessBox

DECEMBER 14, 2021

Customer Success teams, typically, follow the recurring revenue model (followed by almost every SaaS business). Customer Success was initially used only when a customer was about to churn. That’s the beauty of the subscription economy. Viewing CS as a cost center and cutting costs by cutting headcount will definitely backfire.

Customer Success 52

Customer Success Customer Lifetime Value Headcount Forecasting 52

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. About ChurnZero ChurnZero is a real-time Customer Success platform that helps subscription businesses fight customer churn. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 52

Marketplace as a Service Technical Review Headcount Software Review 52

ProfitWell

DECEMBER 6, 2019

Your top subscription news. He references Dan Steinman from Gainsight , who says, “the natural tendency for customers is towards churn.”. If we fail, our customers will churn. But we know customer success reduces churn and increases expansion revenue, so CSMs do have a very serious purpose in an organization.

Scale 43

Scale CTO Hire Sales Hiring New CTO 43

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 70

Scale Startup Technical Review Software Review 70

Totango

OCTOBER 8, 2020

This uncertainty has forced the SaaS and subscription industries to work to improve customer retention as the market for new business shrinks. Renewal, like churn, is the result of the ongoing customer experience, but you can position the retention strategy around a promise of continued success and a logical next step in your relationship.

Retention 63

Retention Headcount Customer Success Engagement 63

ChurnZero

NOVEMBER 1, 2019

The new Customer Success Software Momentum Grid from G2 showcases CS solutions with the highest growth trajectory on a product’s user satisfaction, online presence, and employee headcount growth over the last year. ChurnZero helps subscription businesses fight customer churn. About G2 (formerly G2 Crowd). About ChurnZero.

Venture Capital 40

Venture Capital Software Review Technical Review Headcount 40

ChurnZero

JUNE 3, 2022

I bet most, if not all, of them were based on a subscription. I’d go even further to say that somewhere in your business you’re probably already thinking about how you can launch your own subscription-based service to take something you’re already doing or maybe something new and extend it through an as-a-service delivery model.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

ChurnZero

JUNE 3, 2022

I bet most, if not all, of them were based on a subscription. I’d go even further to say that somewhere in your business you’re probably already thinking about how you can launch your own subscription-based service to take something you’re already doing or maybe something new and extend it through an as-a-service delivery model.

Customer Success 52

Customer Success Sales Hiring B2B Technical Review 52

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 51

Scale Startup Technical Review Software Review 51

OpenView Labs

MAY 20, 2019

We’re seeing three drivers of lower lifetime value: feature commoditization, less pricing power (price wars), and worsening churn. In-product guides and email cadences are low cost ways of steering users towards activation without engineering work or new customer success headcount. Now it’s table stakes.

Scale 40

Scale Startup Technical Review Software Review 40

SmartKarrot

DECEMBER 18, 2020

Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. 2 Instant access to service for the customers.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

SmartKarrot

DECEMBER 18, 2020

Hence, companies would be more interested in measuring the impact on final outcomes like customer retention or reducing churn rate through customer service. #2 But instead of spending money on increased headcount, companies are planning to spend heavily on technology. 2 Instant access to service for the customers.

Marketplace as a Service 10

Marketplace as a Service Trends Customer Lifetime Value Headcount 10

Kellblog

NOVEMBER 23, 2022

Churn ARR is the sum of ARR lost due to shrinking customers (aka, downsell) and lost customers. Ending ARR is starting ARR + new ARR – churn ARR. It’s + churn ARR if you assign a negative sign to churn, which I usually do.) YoY growth in churn ARR. Churn rate (ATR-based) = churn ARR/available-to-renew ARR.

Technical Review 123

Technical Review Software Review Forecasting Churn 123

Hitenism

JANUARY 16, 2017

In 2014, Mixpanel’s Series B pitch deck spelled out the company’s expansion plans over the next two years: 3x sales headcount and rapidly race towards distribution. Double headcount every 6-9 months. We often associate SaaS with the standard 30-day trial feeding into a recurring subscription.

Scale 147

Scale Venture Capital SaaS Headcount 147

SaaStr

JUNE 10, 2020

We’re going through layoffs and furloughs, recession planning and for me as the CMO, facing really massive cuts to marketing budgets and headcount. How do you tailor marketing messaging to reduce churn and increase engagement from current customers? I mean, churn matters right now more than ever and especially in SaaS.

Travel 242

Travel Scale Marketing Outsourcing Services 242

ChurnZero

DECEMBER 27, 2022

Is your CS team experiencing panic churn? But if you’re in a subscription business that gives customers the flexibility to upgrade, it’s worth considering the untapped expansion potential of your support peers. Is your headcount staying flat next year? 7/ In a downturn, focus on existing customers — not potential ones.

Leadership 90

Leadership Benchmarks Headcount Machine Learning 90

Intercom, Inc.

JUNE 3, 2021

” I think the “Sure thing boss, give me more headcount” is obvious. If you’re a SaaS company, that could be new customer acquisition, it could be an expansion or even reduce contraction, reduce churn. ” It’ll reduce our churn, potentially increase expansion. That’s one category.

Strategy 228

Strategy Software Review Development Team Review Sales Recruiting 228

Sales Hacker

MARCH 11, 2025

Cassie’s time in tech dates back to 2006, when she joined TheLadders.com as an early employee and managed marketing and analytics for the company’s subscription business. So you had churn, you had growth. In an enterprise software business churn is a lagging indicator, right? If your gross churn is terrible, right?

Scale 83

Scale Technical Advisors Sales Hiring Technical Review 83

Kellblog

JUNE 17, 2023

Executive Summary: Sales KPIs (Slide 5) Here we can see key metrics, cut by size, and grouped into five areas: growth & profitability, sales efficiency, retention & churn, GTM strategy, and sales productivity. Annual revenue churn (rate). I’ve never heard it put exactly this way, but this is some churn rate.

Scale 118

Scale Sales Benchmarks Headcount 118