SaaStr

JUNE 7, 2021

If you don’t have tickets, lock in Early Bird pricing today and bring your team! When you get that thing where you’re a rational person and you think it will be great and 99 out of 100 people think it’s bad, that’s when you have opportunity. I was a software developer, a product person. Get tickets here.

Sales Hiring 339

Sales Hiring Underperforming Technical Team SaaS Headcount 339

Intercom, Inc.

DECEMBER 8, 2020

But with so much data to consider, how can you define the help desk metrics that matter for your team? This can empower teams to take strategic action to improve their overall support experience for customers. This metric represents the average amount of time it takes your customer support team to settle a case once it’s opened.

Customer Support 211

Customer Support Metrics Technical Review Scale 211

Sales Hacker

JULY 24, 2018

Decreased revenue per rep, High turnover as you scale headcount. Efficiency Isn’t Something You Worry About After Scaling. In the last six months at Weave, our sales team managed this balancing act. In the last six months at Weave, our sales team managed this balancing act. Empower your reps to “self coach”.

Scale 77

Scale Headcount Sales Hiring Scaling 77

Intercom, Inc.

MARCH 12, 2019

A little over a year ago, I got the opportunity to start a new team within our sales organization – a team of Relationship Managers dedicated to growing our current customers at scale. To do the first, we had to hire, train, and write a playbook – the building blocks of any team. Relentlessly measure impact.

Sales Hiring 171

Sales Hiring Sales Recruiting Underperforming Technical Team Scale 171

Sales Enablement, SaaS and Growth

MARCH 23, 2020

One of the biggest challenges businesses face when they grow is scaling effective , autonomous and quick decision-making. In short, they make it easy to see what each team, department and organisation is working on, omitting and their respective goals. Again, it was an easy to use model which scaled effective decision-making.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

Intercom, Inc.

NOVEMBER 3, 2022

Scaling a support team is challenging enough as it is. You’re investing resources in hiring and training the right people, tracking different metrics at different stages, adding more and more complexity with each increase in headcount, use cases, and customers. For Natasha, the answer is a resounding yes.

Scale 206

Scale Outsourcing Services Software Sales Hiring 206

Intercom, Inc.

JANUARY 20, 2022

Not too long ago, when Intercom turned 10 , we dedicated an entire episode to speed , or why startups should always strive to keep momentum as they scale. We surveyed and interviewed key people in our teams to understand how they worked and how they saw Intercom’s internal operations. So, naturally, we hatched a plan to hit the gas.

Underperforming Technical Team 249

Underperforming Technical Team Headcount Sales Hiring Scale 249

Intercom, Inc.

JUNE 21, 2018

Whether you’re at an early-stage startup that’s just made its first sales hires, or part of a fast-moving sales team in a large organization, the key to success often comes down to efficiency. That means your focus should be on building the right customer profile and developing precise messaging to reach them. Short on time?

Sales Hiring 183

Sales Hiring Scale Sales Recruiting Technical Advisors 183

Sales Hacker

MAY 21, 2020

It’s easy, it scales well, but by definition it puts a lot of the process out of your hands. There isn’t a continual feedback loop between teams. They may or may not have developed a follow-up schedule but are not continually testing. When inbound sales and marketing works, it’s great. Start with a Sales & Marketing SLA.

Scale 138

Scale Underperforming Technical Team Headcount Technology 138

Intercom, Inc.

FEBRUARY 1, 2018

In August of 2016, Rachel Hepworth embarked on a unique challenge: start a growth marketing team at one of the most successful startups of this generation – one that had long relied heavily on word of mouth. I stumbled upon Eric Ries and Steve Blank, the concept of customer development – it was a revelation.

Growth Marketing 174

Growth Marketing Scale Marketing Outsourcing Services 174

Sales Hacker

JULY 8, 2020

Michael talks about how he does that at scale and how he thinks about scale. The origins of Compass, how it achieved scale, and its competitive advantage [7:13]. Michael has 15 years of experience running global sales and product teams across multiple software and FinTech companies. with Andrew Sykes. We’re on iTunes.

Scale 125

Scale Scaling VP of Engineering Technical Review 125

OpenView Labs

SEPTEMBER 3, 2020

Culture helps a company define itself, attract the right team members and customers, and differentiate in the marketplace. It’s the “why” behind the mission and the glue that holds everyone together in good times and bad. Culture is also tricky because there’s no one-size-fits-all way to define, cultivate or scale it.

Scale 98

Scale Scaling Underperforming Technical Team Company Culture 98

SaaSOptics

MAY 2, 2022

There are several different ways to successfully launch and scale a SaaS company. In a sales-led model, sales processes and teams are the primary drivers of revenue growth. Each has its strengths and weaknesses, but neither is better or worse than the other. Here’s what it looks like in practice.

Scale 97

Scale Sales Hiring Underperforming Technical Team Sales 97

Intercom, Inc.

MAY 13, 2021

Although Linda started her career in sales, she has spent the past twelve years scaling post-sales teams and moving hyper-growth companies like Zendesk, Slack, and now Gong upmarket into the enterprise realm. What “customer success” looks like evolves as your company and customers scale upmarket.

Scale 177

Scale Customer Success Sales Hiring Strategy 177

ChurnZero

NOVEMBER 18, 2022

And yet, downplaying your team’s needs undermines CS’s current impact and future revenue-driving potential. According to our 2022 Customer Success Leadership Study, CS teams are already underfunded and under-resourced. This is something that I’m doing with fractional headcount allocation. Now we have a name for this.

Customer Success 98

Customer Success Sales Hiring Headcount Scale 98

ChurnZero

DECEMBER 19, 2024

For the fifth year running, we’ve recognized five customer success teams who achieved remarkable results in one of five categoriesonboarding, adoption, renewals and expansion, advocacy, and innovation. The Ollie team reimagined the process, using ChurnZero to structure and systemize their onboarding and keep customers on track.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

ChurnZero

DECEMBER 2, 2022

Does your Customer Success team have the right structure, workload, and engagement model to hit its goals? Re-segmenting your customer base is a natural evolution of your company, product, and team’s growth. All CS leaders eventually undertake this exercise to scale engagement and improve the customer experience.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

Sales Hacker

FEBRUARY 5, 2021

And you and your team won’t waste your time working on bad opportunities. The first question sales leaders and their teams need to answer is: who is our customer? If you stay too high-level, the pain could be misinterpreted by your team and the rest of the organization. No more convincing them to buy. No spray and pray.

Scale 135

Scale Sales Underperforming Technical Team Headcount 135

Intercom, Inc.

JULY 12, 2018

As VP of Corporate Strategy at Twitter, Elad Gil was a key player as company headcount skyrocketed from 90 to 1,500 employees. This wasn’t Elad’s first experience with hyper growth – Google grew headcount 10x during his time as a product manager there – nor the last. If you enjoy the it, check out more episodes.

Sales Hiring 120

Sales Hiring Scale Sales Recruiting Technical Advisors 120

Sales Hacker

MARCH 12, 2020

If you’re in a position to fill a sales role, you’re likely already feeling the pressure, because your revenue targets are built on the assumption that your team is fully staffed. These factors can quickly derail a sales team. Some roles don’t work if you have a bad hire. Implement career development and specialized training.

Sales Hiring 100

Sales Hiring Sales Recruiting Compensation Underperforming Technical Team 100

Baremetrics

AUGUST 29, 2021

Let’s say your ICP is a web developer running a startup on the East Coast. Using Sales Navigator’s search engine, you can filter results by plugging in various titles, locations, industries, company headcounts, and so on, to come as close as you can to your ICPs. This will result in poor open and response rates.

Scale 97

Scale Startup Sales Hiring Sales 97

The Angel VC

DECEMBER 12, 2018

While this is generally true for most companies, it’s particularly true for SaaS businesses, which invest heavily in product development, sales, and marketing upfront and get payments from customers over a delayed period of time, usually several years. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 106

Sales Recruiting Sales Hiring SaaS Payments Scale 106

Clouded Judgement

SEPTEMBER 19, 2023

If you don’t want to manage all of the infrastructure around Iceberg (plus allocating headcount to do this!) One key component of a modern cloud-native data architecture is the data lake - which allows for cost-efficient storage of large amounts of data used for analytics and ML at scale.

Data 130

Data Government Scale GCP(Google Cloud Platform) 130

Outseta

JANUARY 20, 2020

I was managing a team of 15 and the company had grown to about 140 employees. They were clearly property management and software development, and as someone that was hired to accelerate Buildium’s growth I immediately saw countless opportunities to grow the company by moving into new markets. We mostly succeeded. I’m proud of all that.

SaaS Payments 145

SaaS Payments Sales Hiring Payment Methods Payment Services 145

ChurnZero

JUNE 26, 2020

Using ambiguous instructions and poor questions. If a product is outstanding at email automation, but meaningfully lacks in customer health scoring, you need to know which feature is better suited to achieving your team’s top objectives; then rank based on that as well as feature quality. First, establish your internal priorities.

Customer Success 98

Customer Success Software Review Software Scale 98

OpenView Labs

MAY 20, 2021

I saw this as a client partner and then regional managing director at an eBusiness firm that scaled from 0 to 2,000 people in three years, organically. The same was true when I ran the People function at a software development consultancy that doubled its headcount to ~100 while reducing attrition from 40% to 5% voluntary in 18 months.

Scale 84

Scale Underperforming Technical Team Headcount Software Review 84

FastSpring

JULY 11, 2024

We’re human beings with, we come with baggage, good baggage, bad baggage, prior experience, a perspective. If I’m only optimizing for raw qualified leads, but they don’t, they’re not quality as the sales team sees them. You’re going to waste my sales team’s time. They have the headcount.

B2B 168

B2B Scale Underperforming Technical Team Sales 168

Chart Mogul

JULY 15, 2021

As teams grow, it gets harder to rally around key goals. We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. As you grow, complexity will increase and new departments, teams, initiatives will require focus on new goals.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Chart Mogul

JULY 15, 2021

As teams grow, it gets harder to rally around key goals. We both noticed a similar pattern: alignment on key metrics breaks as headcount grows: More teams means more silos in processes and tools used to follow metrics. As you grow, complexity will increase and new departments, teams, initiatives will require focus on new goals.

Underperforming Technical Team 52

Underperforming Technical Team Revenue Scale Communication 52

Sales Hacker

SEPTEMBER 2, 2023

Pipeline analytics: Offers sales managers a view of their teams’ pipelines that goes beyond what’s available in their native SFA applications. I am super unimpressed with the current Go-to-market tech stack options…If I found the right team to start a company to take out all of them I would. A couple of big challenges & trends.

AI 97

AI Revenue Scale ChatGPT 97

Intercom, Inc.

MAY 19, 2022

Here are a few key takeaways: An Internal Quality Score offers a more holistic view of an agent’s strengths and opportunities for growth and helps organizations gain insight into their teams’ work. To maintain quality as you scale, don’t compromise your bars on hiring – even if you’re doing it under pressure.

Benchmarks 104

Benchmarks Sales Hiring Scale Strategy 104

OpenView Labs

JANUARY 12, 2022

Take Stack Overflow , the world’s largest software developer network, community, and platform, serving close to 100 million monthly visitors. In fact, the team intentionally takes a non-dualistic approach that relies more on empathy, flexibility, and context than on the concept of right versus wrong. .

Leadership 76

Leadership SMB Underperforming Technical Team Scale 76

Chart Mogul

SEPTEMBER 26, 2024

Revenue Operations (RevOps) is a business function that focuses on maximizing revenue by aligning the teams that directly impact the bottom line. … Or, simply put, it’s a connecting link between your sales, marketing, and customer success teams. But as your company scales, relying on headcount growth alone won’t cut it.

Revenue 52

Revenue Technical Review Sales Hiring Scale 52

ChurnZero

OCTOBER 15, 2021

During one of our BIG RYG Hyper-Workshops on budgeting for Customer Success headcount, Kristen Hayer of The Success League, framed this shift by explaining that as a CS leader, you’re not running a happiness team, you’re running a revenue team. Your team will start to get pushed on the money side of things.

Customer Success 97

Customer Success Benchmarks Scale Underperforming Technical Team 97

OpenView Labs

MAY 20, 2019

That’s certainly true in developer tooling (AWS), sales and support (Salesforce), MarTech (Adobe), commerce (Square), HR tech (Workday) and even vertical markets (Veeva). Meanwhile, marketing teams from every competitor fight to rank on the same top keywords, driving costs per click through the roof. They aren’t alone.

Scale 70

Scale Startup Technical Review Software Review 70

Point Nine Land

DECEMBER 12, 2018

While this is generally true for most companies, it’s particularly true for SaaS businesses, which invest heavily in product development, sales, and marketing upfront and get payments from customers over a delayed period of time, usually several years. The main reason is that your customer acquisition costs are highly front-loaded.

Sales Recruiting 61

Sales Recruiting SaaS Payments Sales Hiring Scale 61

OpenView Labs

JUNE 10, 2019

For proof, might I suggest the classic post Good Product Manager/Bad Product Manager , which presents a very different vision for the role of product manager than most of us have today). They know the immense value of user input and customer development. Team Alignment. Table of Contents. Best Practices. Creating a PM Function.

Management 55

Management SaaS Scale Sales Recruiting 55