ChurnZero

JANUARY 13, 2023

First, digital CS will become a way of life due to flat or reduced headcount. Company-wide operational efficiency initiatives will force CS leaders to take a hard look at their teams, tools, and customer journeys. Do they have top performers in place who are operating efficiently and driving value?

Trends 98

Trends Customer Success Sales Hiring Artificial Intelligence 98

ChurnZero

MARCH 22, 2023

As a CS leader, these tools help keep your team lean, standardize your operations, and give your C-suite visibility into decisions about headcount and tooling. Revenue: You also need to consider revenue. You can’t help any of your customers effectively if you aren’t operating efficiently.

Customer Success 59

Customer Success Headcount Finance Leadership 59

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Total Addressable Market Total addressable market (TAM) is an economic framework to understand the potential revenue available for a product or service. Operational efficiency. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Another unusual aspect of our sales team is that we only give ourselves credit for the revenue we bring in if the customer is still paying after two months. We want to make sure that we are setting our customers up for success.

Scale 69

Scale Customer Success Scaling Sales Hiring 69

OPEXEngine

DECEMBER 17, 2019

For the Top Down approach to benchmarking, you establish next year’s targets for revenue, gross margin and cash flow. In other words, the targeted revenue won’t support the level of expense requested by the management team. At the highest level, the operating expense ratio is measured as a percentage of recognized revenue.

Benchmarks 40

Benchmarks Metrics Headcount SaaS 40

Point Nine Land

APRIL 21, 2021

We grew from less than a million to several tens of millions of ARR (Annual Recurring Revenue) during that time. Most of the time in Saas, it is going to be ARR (Annual Recurring Revenue) but it can be anything. Since then, I have been leading Uberall product team, which we’ve scaled from 3 people to 12 people over the past 5 years.

Sales Hiring 52

Sales Hiring Startup Scale Software Review 52

Intercom, Inc.

AUGUST 16, 2022

Support teams are facing a critical juncture: business costs and customer expectations continue to grow while resources like headcount and budget are decreasing. Plus, 65% of the average company’s revenue comes from existing customers – so it pays off in the long run to keep them happy.

Headcount 118

Headcount Scale Sales Hiring Customer Lifetime Value 118

SaaStr

MARCH 4, 2025

Net Revenue Retention (NRR) – The North Star Metric That Still Matters While some call it a vanity metric, NRR remains the single most important customer success metric investors examine. Because it strips away the makeup of upsells and expansion revenue to show the true health of your customer base.

Customer Success 300

Customer Success Metrics Headcount SMB 300

SaaStr

APRIL 1, 2025

DataBricks: Pricing Power Trumps Efficiency CRO Ron Gabrisko’s surprising revelation during his time taking DataBricks from $1B to $3B was that focusing on pricing power created more leverage than operational efficiency. Despite all the sales tech we’ve deployed in the past decade (Gong, Outreach, etc.),

Scale 208

Scale Sales Hiring Underperforming Technical Team Headcount 208

User Pilot

FEBRUARY 24, 2025

He excels in creating unified product ecosystems and improving operational efficiency through data-driven insights. Product Manager Salesforce (20172019): Led a redesign of the headcount tracking software, reducing auditing time by 70%. She will optimize business models for profitability and operational efficiency.

Technical Advisors 52

Technical Advisors Data Management Scale 52