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.

Scale 237

Scale Headcount Mobile Communication 237

FastSpring

JANUARY 31, 2023

payment processing, gathering and remitting taxes, and subscription management) and what additional software you’ll need to add to your tech stack. In addition, they also offer a few basic features for subscription management, fraud detection, invoicing, and more. Flexible subscription management and recurring billing tools.

Payment Services 147

Payment Services Payment Methods Merchant Services Software Review 147

Clouded Judgement

MAY 24, 2024

Unfortunately, that didn’t happen… The Workday earnings call summarized it well: “But within the quarter, we experienced increased deal scrutiny as compared to prior quarters, and we are seeing customers committing to lower headcount levels on renewals compared to what we had expected.

Cloud 157

Cloud Software Headcount Scale 157

Clouded Judgement

APRIL 6, 2023

That’s a big difference, especially when you layer in the growth in headcount from 2021 to 2022. Essentially companies grew headcount significantly to add less ARR. We’re obviously seeing the rightsizing of this now with headcount reductions. The second chart comes from the latest MS CIO survey (below).

Cloud 130

Cloud Headcount Subscription Payment Features 130

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

Intercom, Inc.

NOVEMBER 30, 2021

Powered by a modern business messenger , it scales your ability to answer more questions from more customers without increasing headcount, budget, or hours logged. Subscription payment and management: Stripe. When a customer wants to change or upgrade their subscription plan, they’ll often reach out to your trusted support team.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

Clouded Judgement

DECEMBER 8, 2023

Companies have reduced headcount, but new bookings aren’t getting any easier Quarterly net new ARR growth : Some green-shoots! Most public companies don’t report net new ARR, so I’m taking an implied ARR metric (quarterly subscription revenue x 4).

Cloud 167

Cloud Software Review Headcount Trends 167

Intercom, Inc.

OCTOBER 29, 2019

You can’t find email lists using Job-to-be-Done, but you can find ones for B2C subscription businesses that have a high volume of website traffic. If your customers tend to be larger, public companies, then segmenting by revenue and size is reasonable, as most report financial results and headcount on a quarterly basis.

Business 184

Business B2C Scale Headcount 184

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

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.

Subscription 72

Subscription Payment Features Headcount Engineering 72

Intercom, Inc.

MAY 9, 2018

It’s simple math: if everyone has to be involved in every decision, doubling your headcount quadruples the distinct conversations needed. Almost there – we’ve sent you an email to confirm your subscription. It’s easy when R&D, Marketing, Sales and Finance all fit in a single room and two pizzas are sufficient to feed everyone.

Scale 182

Scale Sales Hiring Headcount Scaling 182

Practical Advice on SaaS marketing

OCTOBER 9, 2012

They pay you over the life of the subscription. Cut sales and marketing headcount and scale back spending on customer acquisition programs. But those customers don't pay you money now, or at least not all of it. Here's how that looks on an income statement: costs are higher than revenues.

Acquisition 124

Acquisition Scale SaaS Headcount 124

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. Most public companies don’t report net new ARR, so I’m taking an implied ARR metric (quarterly subscription revenue x 4). What do I mean by this?

Cloud 130

Cloud Sales Hiring AI Headcount 130

SaaSOptics

MAY 2, 2022

If you observe the average sales headcount of early-stage product-led companies, you’ll find that many have already laid the foundation of a hybrid model because (in most cases) a strong sales team is what ultimately allows them to scale and maintain their hold on the market. There Aren’t Many True Product-led Companies.

Scale 97

Scale Sales Hiring Underperforming Technical Team Sales 97

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

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 98

Marketplace as a Service Technical Review Headcount Software Review 98

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

OpenView Labs

MAY 24, 2021

For private SaaS companies that do not publish their financials, you can alternatively compare R&D headcount with Sales and Marketing headcount using LinkedIn data as an approximation. 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

FastSpring

MARCH 14, 2023

It takes an enormous amount of time, money, and headcount for SaaS companies to handle VAT, GST, and sales tax (and any other form of indirect tax) in-house. Request a demo or sign up for a free account to see how FastSpring can help you expand globally almost overnight without adding headcount.

Payment Solutions 117

Payment Solutions Merchant Services SaaS Payments Payment Methods 117

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.

Subscription 52

Subscription Payment Features Headcount Engineering 52

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? Allocations can be manual or automatic, depending on the headcount of users. Be candid and open in your discussion.

Technical Review 52

Technical Review Strategy Marketplace as a Service SaaS 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

SaaSOptics

JANUARY 9, 2020

Subscription Management ( SaaSOptics ) . Offering complete subscription management for your B2B SaaS business. Unfortunately, Avatax is only available in the US and Canada as of now, but there is word they are making a push into European markets soon. . For everything else there’s SaaSoptics.

Payment Features 77

Payment Features Deferred Revenue Scale Finance 77

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 Subscription Payment Features 73

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. It’s often obtained from a demo request , trial registration, or email subscription. Whether you have too many leads or too few, prioritizing leads is a gamechanger. It includes: A personal name. A company name.

Sales 126

Sales Underperforming Technical Team Systems Review Headcount 126

FastSpring

MARCH 3, 2023

Zuora is a recurring billing and monetization solution for: Subscription management Revenue recognition Payment collection Quotes And more… However, Zuora has one main shortcoming — it doesn’t handle sales tax or transaction liability for you. So, in the following list, we share how easily each solution integrates with other software.

Payment Services 78

Payment Services Payment Methods Payments Merchant Services 78

ChurnZero

DECEMBER 19, 2024

We also expanded our ARR by almost 25% without needing to add any CSM headcount. Our clients appreciate the timely reminders, which foster consistent communication and ensure no subscription holders are overlooked, says Nicole.

Customer Success 52

Customer Success Scale Underperforming Technical Team Innovation 52

Sales Hacker

MARCH 1, 2024

Here are a few benefit sticking points: Owned media can be measured by subscriptions. Platforms like Substack and Patreon allow consumers to connect and support creators through subscriptions. With subscriptions, SaaS companies are able to organically build a targeted email list.

VP of Engineering 94

VP of Engineering Scale SaaS AI Search 94

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

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. The days of an expanding customer base being met with a move to a bigger office and a greater employee headcount are over.

Customer Success 83

Customer Success Trends Scale Customer Lifetime Value 83

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

SaaSOptics

JUNE 24, 2021

This might seem daunting at first glance, but with the right tech stack and processes in place, you can easily empower a lean team to wear multiple hats inside of both RevOps and FinOps , bypassing the urge to add headcount for the sake of adding headcount. . When should I implement RevOps vs. FinOps.

Scale 72

Scale Headcount Finance Churn 72

Sales Enablement, SaaS and Growth

MARCH 23, 2020

Subscription business model. The Horizons Framework is an effective way to categorise projects, which in turn helps with assigning budget, headcount and timelines. Customer data. Economies of scale. Freemium lead funnel. Network effects (marketplace). Operational efficiency. Personalisation. User generated content. Source: McKinsey 17.

Underperforming Technical Team 213

Underperforming Technical Team Scale Sales Hiring Marketplace as a Service 213

SaaSOptics

JULY 20, 2020

They had to take out 7-8 headcount in order to get their burn rate down. SaaSOptics is a subscription management platform that empowers SaaS companies to automate their financial operations and removes the human-error element of relying on spreadsheets. They realized something wasn’t right. Their spreadsheets weren’t footing properly.

Technical Review 56

Technical Review Deferred Revenue Metrics SaaS 56

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

ChurnZero

JANUARY 7, 2020

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. . Access to usage insights have optimized the trial subscription process. T h e team has b etter oversight into user activities and trends. .

Scale 52

Scale Headcount Consulting Customer Success 52

CustomerSuccessBox

DECEMBER 3, 2021

You may find yourself protecting your headcount, rooting for investments you want in tech, and giving suggestions for new product features. The biggest cost areas are typically staff-related (salaries, tax, travel, training, recognition), systems (software subscriptions), and facilities.

Customer Success 52

Customer Success Data Technical Review Headcount 52