Intercom, Inc.

SEPTEMBER 8, 2021

Ryan Johnston, Head of Customer Success at Tanda, explains that as their customer base has grown in recent years, the team has been able to scale their support without dramatically increasing headcount, which has been a big benefit to the team. Here’s how they’re doing it. Intercom’s Conversation Topics tells me at the click of a button.

Scale 237

Scale Headcount Mobile Communication 237

Intercom, Inc.

OCTOBER 29, 2019

For example, our Product team could decide to build a data export API after learning our fastest growing segment exports their conversation data far more often than other segments ( you can already do this in Intercom ??). Before diving into the data, I recommend establishing a shared definition of success at the project’s outset.

Business 184

Business B2C Scale Headcount 184

Clouded Judgement

APRIL 6, 2023

First - some data on the magnitude of the slowdown. If we look at the net new ARR companies added in Q4 ‘22 vs Q4 ‘21 (we just wrapped up Q4 ‘22 earnings season and have that data), it paints a pretty bleak picture. That’s a big difference, especially when you layer in the growth in headcount from 2021 to 2022.

Cloud 130

Cloud Headcount Payment Features Subscription 130

ChurnZero

MARCH 23, 2023

Customer Success benchmark: headcount How many people should be on a Customer Success team? As you can see from the data and these benchmarks, Customer Success teams are short-staffed. When asked about non-headcount budgets; 8.3% When asked about non-headcount budgets; 8.3% Here’s how the responses broke out: 9.8%

Headcount 52

Headcount Benchmarks Customer Success Scale 52

ChurnZero

MARCH 23, 2023

Customer Success benchmark: headcount How many people should be on a Customer Success team? As you can see from the data and these benchmarks, Customer Success teams are short-staffed. When asked about non-headcount budgets; 8.3% When asked about non-headcount budgets; 8.3% Here’s how the responses broke out: 9.8%

Headcount 52

Headcount Benchmarks Customer Success Scale 52

Clouded Judgement

MAY 24, 2024

This week, we got a first look at companies reporting with April quarter ends (so we got the benefit of one incremental month of data). We expect these dynamics to persist in the near term, which is reflected in our revised FY '25 subscription revenue guidance. Perhaps we’d see a positive shift?

Cloud 157

Cloud Software Headcount Scale 157

Stax

JULY 1, 2024

Yet it isn’t always cost-effective to hire an in-house team to manage payroll, especially for businesses with a small headcount. TL;DR Small businesses have specific payroll needs thanks to challenges such as growing headcount, limited resources, and a lack of internal payroll expertise.

Payment Solutions 88

Payment Solutions Payment Services Payment Methods Payments 88

SaaSX

FEBRUARY 5, 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 118

Finance Sales Hiring Headcount Scale 118

Chart Mogul

APRIL 2, 2021

Everything you need to consider before you’re ready to make the Build vs Buy decision for your subscription analytics platform. In this post, we want to share some of that knowledge in order to help companies that are trying to decide whether they should build or buy their subscription analytics software. Further reading.

Payment Features 72

Payment Features Subscription Headcount Engineering 72

Clouded Judgement

MARCH 22, 2024

Headcount planning, budgeting, fundraising, etc can often be largely based on a top line plan. Most public companies don’t report net new ARR, so I’m taking an implied ARR metric (quarterly subscription revenue x 4). Companies that do not disclose subscription rev have been left out of the analysis and are listed as NA.

AI 190

AI Cloud Revenue Technical Advisors 190

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). Contract value: Companies selling subscriptions with larger average contract values also have longer sales cycles than companies selling low priced, low touch subscriptions.

Scale 102

Scale Sales Hiring Metrics Sales 102

User Pilot

MAY 30, 2025

Chargezoom , a B2B invoicing platform, struggled to keep up with its ever-increasing customer base. So if they don’t wanna be walked through (for example) the subscription feature, they don’t have to be. For example, theres a tooltip that introduces the batch invoicing feature and indicates the checkbox to activate it.

Churn 66

Churn Scale Payment Features Sales Hiring 66

Clouded Judgement

MARCH 31, 2023

If we believe that AI will ultimately allow us to do “more with less,” we may see headcount growth slow for traditional roles. Or hire less data engineers but write more SQL queries. Most public companies don’t report net new ARR, so I’m taking an implied ARR metric (quarterly subscription revenue x 4).

Cloud 130

Cloud Sales Hiring AI Headcount 130

How To Buy Saas

MAY 21, 2025

Greenhouse Best ATS for Data-Driven Recruiting Pricing: Key Features: Ideal Use Case: 7. Are applicant tracking systems secure and compliant with data privacy laws? This model offers easy accessibility (anywhere, anytime), automatic updates, and lower upfront costs (subscription-based pricing).

Systems Review 52

Systems Review Sales Recruiting Sales Hiring Technical Review 52

ChurnZero

MAY 17, 2022

The company plans on doubling its headcount in 2022. “Reviewers on TrustRadius value ChurnZero’s centralization of customer data, forecasting, in-app messaging, and customer segmentation,” said Megan Headley , VP of Research at TrustRadius. ChurnZero has quickly become one of Washington, D.C.’s

Marketplace as a Service 98

Marketplace as a Service Technical Review Headcount Software Review 98

OpenView Labs

MAY 24, 2021

I decided to comb through public company data to take a look at who does best and worst on this ratio, as well as how this ratio corresponds to traditional views of whether a company is product-led. Veeva sees similar dynamics among its Vault customers, with 2013/2014 cohorts growing subscription revenue by 26.8x and now adopting 4.4

Scale 98

Scale Headcount Sales Hiring Benchmarks 98

Intercom, Inc.

AUGUST 29, 2019

When I started, they had a big growth plan as far as headcount, but they were a little bit looser on processes and cadences and things like that framework I was talking about. So again, we got aggressive headcount to see the growth, and we put together a plan where we can actually see maybe even a little bit more growth with the same people.

Scale 172

Scale Sales Hiring Scaling Payment Services 172

CustomerSuccessBox

DECEMBER 3, 2021

However, if you do your homework and show quantitative data demonstrating CS contribution it will become easy. You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. 5 Data points to get your Capacity Planning and CS Budget approved.

Customer Success 52

Customer Success Data Technical Review Headcount 52

Sales Hacker

FEBRUARY 19, 2020

It’s your secret to finding the diamonds in the rough when you need more qualified leads, without increasing headcount. Data is inserted and interpreted manually, and reps rely on a shaky foundation of personal judgment and rushed research to qualify long lists of leads. Explicit data. Implicit data. Behavioral.

Sales 122

Sales Underperforming Technical Team Systems Review Headcount 122

BetterCloud

MARCH 17, 2025

You likely already have a laundry list of SaaS subscriptions that have been around the company longer than you have. Are you using too much or too little of your budget on these subscriptions? Ensure data is properly archived or transferred before decommissioning any tool. Be candid and open in your discussion.

Technical Review 52

Technical Review Strategy Marketplace as a Service SaaS 52

Chart Mogul

APRIL 2, 2021

Everything you need to consider before you’re ready to make the Build vs Buy decision for your subscription analytics platform. In this post, we want to share some of that knowledge in order to help companies that are trying to decide whether they should build or buy their subscription analytics software. Further reading.

Payment Features 52

Payment Features Subscription Headcount Engineering 52

ChurnZero

DECEMBER 19, 2024

They’re creative, data-driven, customer-centric, innovative, and impactful. Data-driven improvements: t he Ollie team used ChurnZero to identify patterns and key roadblocks in their onboarding experience, and created quick-start guides and training videos to address them specifically.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

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. You see their work mentioned in almost every G2 review.”.

Customer Success 69

Customer Success Venture Capital Software Review Technical Review 69

Totango

FEBRUARY 21, 2020

Flexible subscription and recurring revenue models mean the customer is in control of their service and tech partnerships and reserve the right to move on to a competitor. Connecting Customer Data Streams for a Better View. Data-Driven Scaling Customer Success Initiatives Will Maximize Growth. Support tickets.

Customer Success 83

Customer Success Trends Customer Lifetime Value Scale 83

Sales Enablement, SaaS and Growth

MARCH 23, 2020

The same is true of data - data informs decision-making, but doesn’t replace it. Customer data. Subscription business model. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines. Brand equity. Economies of scale. Freemium lead funnel.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Sales Hacker

MARCH 1, 2024

What you’ll get at ELG Con: Case studies from companies like Data, Cloudera, and more. Through these channels, you gain more valuable first-party data about customers and prospects to inform content and product decisions. Here are a few benefit sticking points: Owned media can be measured by subscriptions.

VP of Engineering 91

VP of Engineering Scale SaaS AI Search 91

Totango

APRIL 23, 2019

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. There are two possible outcomes once a subscription draws to a close: renewal or churn. The customer depends on the product for one or more business use cases.

Headcount 73

Headcount Churn Payment Features Subscription 73

User Pilot

MAY 11, 2022

You can use product usage data to develop an effective marketing strategy, improve products, retain customers , as well as to accelerate customer adoption. Utilize firmographic data for creating personalized onboarding processes. What product usage data should we capture to segment customers? What is product user segmentation?

SaaS 98

SaaS Underperforming Technical Team Onboarding Churn 98

SaaSOptics

SEPTEMBER 14, 2021

In reality, one simple discipline can take your Financial Operations from good to great—with no additional cost or headcount. . You cannot have meaningful and consistent financial reports unless your data is segmented appropriately from the very beginning. What’s the secret? Be consistent. Optimize your chart of accounts.

Outsourced Development 60

Outsourced Development Point of Sale Headcount compliance 60

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. Recurly — optimized the performance of historical data imports.

Software Review 52

Software Review Systems Review Payment Features PayPal 52

Intercom, Inc.

FEBRUARY 1, 2018

I took a quick break to go to business school, and then from there, I joined LinkedIn, initially to grow their subscriptions product, and then moved around to various different functions like consumer marketing for the home page. We spent a lot of time and effort making sure our data was really good. Do they have a lot of people on it?

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

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). Headquartered in Chicago, G2.com

Software Review 56

Software Review Customer Success Software Venture Capital 56

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

The purpose of RevOps is to streamline operational processes across departments in order to enable cohesion amongst different departments and allow for better decision making based on data sets that are unbiased and agreed upon by all parties. . In that sense, RevOps really functions as the settler of all bets within an organization.

Scale 72

Scale Headcount Finance Churn 72

ChurnZero

JANUARY 7, 2020

This data is presented in a n easy-to-understand format with intuitive UI and reporting. . Increase Trial User Conversion – The ability to unlock rich usage data has allowed the team to monitor how trial users engage their product. This has allowed for the optimization of their trial subscriptions program. .

Scale 52

Scale Headcount Consulting Customer Success 52

OPEXEngine

SEPTEMBER 9, 2021

From variations on the subscription model itself, to inbound marketing or product led growth, account based sales models and Customer Success organizations, the CFO is in the driver’s seat to guide the corporate vessel through evolving models and changing economics.

Benchmarks 52

Benchmarks Sales Hiring Headcount Customer Lifetime Value 52

OpenView Labs

MAY 20, 2019

Benchmarking data shows that it’s harder than ever for new SaaS companies to gain initial traction and reach the expansion stage. Features have lost 70% of their value in just the last five years, according to an analysis of 900,000+ data points from ProfitWell. This begs the question: how much room is left for emerging startups?

Scale 70

Scale Startup Technical Review Software Review 70