SaaStr

JANUARY 8, 2025

Increasing Customer Gross Revenue Retention to 90 The third major focus area for Lindsey was improving the end-to-end customer experience to better align with the newly incentives sales team and larger focus on customer retention. Strengthening the pre and post-sales process ensures a better long-term solution fit.

Revenue 293

Revenue Scale Sales Hiring Compensation 293

SaaStr

OCTOBER 23, 2024

So at BILL’s scale, you have to put programs into place across the company to connect employees to customers, to help you focus on all the different stakeholders vs just the contract signer. SMB Unit Economics: Why Is 6 Quarters the Right Target for SMBs at Scale? At BILL, logo retention is 86% in the first 90 days.

SMB 307

SMB Payment Services Payments Payment Methods 307

SaaStr

AUGUST 18, 2024

Massimo Arrigoni, CEO of Beefree, and Enrica Lipari, the People and Culture Director of Beefree’s parent company, Growens, share 5 secrets to a high employee retention rate. Beefree keeps spinning while the group supports Beefrees scale-up as a remote company. Why do they stay? It stands for Way Of Working. Work in public.

Retention 312

Retention Scale Company Culture Leadership 312

SaaStr

DECEMBER 20, 2024

What’s great about high-volume sales at that scale is the pattern recognition,” Michelle shared. Driving revenue through acquisition, expansion, and retention. “Having highly tenured reps tends to drive the highest performance, and good managers are key to retention.” ” 3.

Sales Hiring 260

Sales Hiring Scale Underperforming Technical Team Sales 260

SaaStr

AUGUST 9, 2024

From startup to $500M CARR, Spencer Burke, SVP of Growth at Braze, shares how Braze scaled a growth and customer success team. In this AI moment we’re in, there are still many moments in scaling a company where intuition still matters. You don’t have to leave as the organization scales. This isn’t new.

Scale 291

Scale Sales Hiring Scaling Startup 291

SaaStr

AUGUST 5, 2024

If You Have Data You want to ingest data from different sources and understand which data points actually correlate to retention, growth, and upsell—not just what you think but what the data tells you. What’s the net retention forecast, and how does that compare to the plan that finance gave you?

Scale 284

Scale Customer Success Scaling Revenue 284

Intercom, Inc.

MAY 25, 2022

We are building for the long term – that means ensuring reliability by default, and the ability to accommodate massive scale as we grow. . As these existing customers have grown, and we’ve welcomed bigger and bigger customers, we’ve always focused on saying yes to scale. . We’re growing alongside our customers. Can Intercom do that?

Scaling 252

Scaling AWS Software Review Technical Review 252

SaaStr

OCTOBER 10, 2023

On a sales front, how do you evolve past founder-led sales, or together with it, so that you can scale your organization? PST, Laura Connell, Partner at Atomico, shares how to scale beyond founder-led sales on your path to Series B. It’s not a repeatable process, and it doesn’t scale. Time is the enemy.

Scale 277

Scale Sales Hiring Scaling Sales 277

SaaStr

FEBRUARY 7, 2025

Speaker Bio Jason Lyman leads marketing at Customer.io, where he’s helped scale the platform to power over 35 billion customer interactions for 7,000+ high-growth companies. Before Customer.io, Jason built and scaled marketing teams at several B2B SaaS companies, with a focus on customer engagement and revenue operations. .

Scale 271

Scale SaaS B2B Scaling 271

SaaStr

JANUARY 23, 2025

Just look at the numbers: Enterprise customers bring 95%+ best-in-class retention vs. 85% in mid-market. If both succeed, you’re ready to scale. But the rewards – higher retention, bigger deals, and ultimately a much larger TAM – make it worth the investment. That compounds dramatically over time.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

JANUARY 3, 2025

HubSpot recently changed its interview process to try and help maximize tenure and employee retention at the executive level. ” Key Takeaways Executive hiring remains one of the hardest challenges in scaling a SaaS business. Or a great growth marketer paired with a great sales team will punch above their weight class.

Sales Hiring 284

Sales Hiring Scale Systems Review Interviewing 284

SaaStr

MARCH 1, 2024

Dear SaaStr: What’s The Number One Challenge for Scale-Up Stage Founders? You will need a VP of Product to scale your roadmap. Upsell and retention is an art, science and craft. Or churn will increase, NPS will stagnate and decline, and upsell and revenue retention will be a fraction of what it could be. As are you.

Scale 274

Scale Part-Time VPE CTO Hire Fractional VPE 274

SaaStr

MAY 5, 2025

The New Rules of SaaS Growth: Whats Next for AI, PLG, and Revenue Scale with HubSpots CEO 2. From Startup to $10B+: Lessons on Scaling, AI, and the Future of SaaS with Dropboxs Founder and CEO 3. Scaling AI-Driven Data Strategies: Snowflake’s CEO + Observe CEO 11. How to Build a Category-Leading Product: Owns CEO 12.

Scale 175

Scale New CTO CTO AI 175

SaaStr

JANUARY 16, 2025

Workato’s SVP of Embedded Sales and Director of Solutions Marketing joined us at SaaStr Annual to talk about how to nurture customers — a great topic in general, but especially for embedded sales and APIs that can take a while to scale. The Second Most Important SaaS Hire? Customer Success.

Sales Hiring 246

Sales Hiring Scale Sales Churn 246

Clouded Judgement

MARCH 28, 2025

Starting and scaling a software company was really hard. Starting and scaling a software company was really hard. If you wanted to scale users and growth, you needed to scale a physical data infrastructure footprint. ” This used to be how companies scaled! It wasn’t very elastic. What does this mean?

Cloud 299

Cloud AI Scale Scaling 299

SaaStr

JANUARY 20, 2025

The platforms that move first are seeing 70%+ revenue uplifts and dramatically improved retention. But the window for being early won’t last forever.

Payments 246

Payments Finance Payment Services SaaS Payments 246

SaaStr

APRIL 30, 2025

ServiceTitan, the operating system for the trades, continues to scale impressively, with $772M in FY25 revenue, $800m+ ARR and a clear path to $1B ARR. Net Dollar Retention >110% and GDR of >95%: The Power of Being a True Operating System ServiceTitans NRR consistently exceeds 110%, even with SMB-heavy customers. Thats rare.

Payments 144

Payments Payment Services SaaS Payments Payment Solutions 144

SaaStr

DECEMBER 15, 2021

SaaStr Scale 2021 is starting soon. 8:00 AM (50 MIN) – The Secrets to Building Your Marketing Engine To Drive Scale with Airtable CMO Archana Agrawal. 8:00 AM (40 MIN) – Top 5 Ways to Scale a Sales Team from the Team Who Had to Do It at Warp Speed with Zoom’s CRO Ryan Azus. The post SaaStr Scale: Live, TODAY!

Scale 273

Scale VP of Engineering Scaling SMB 273

FastSpring

JANUARY 23, 2025

When I was running it, it was a lot smaller than that, but scaled that up very, very quickly. And that’s substantial scale in. Blake Hutchison (20:38) And of course, these businesses don’t have the scale or opportunity that a VC asset would typically have for growth. That’s now a billion dollar company.

Scale 120

Scale Entrepreneurship Scaling Underperforming Technical Team 120

SaaStr

FEBRUARY 21, 2025

Here’s a deeper dive into SaaStr Annual and why it’s considered the top SaaS event: Core Elements: Takes place in the San Francisco Bay Area (usually Silicon Valley) Features over 300 speakers across multiple tracks Focuses exclusively on SaaS metrics, growth strategies, and operational excellence Typically runs for 3 days with pre and (..)

Software 243

Software Scale Venture Capital SaaS 243

SaaStr

APRIL 5, 2022

Q: Dear SaaStr: What are Some Common Decisions SaaS Startups Make that Hurt Their Ability to Scale? Hire someone above your team members that can’t scale as soon as they stop scaling. How do you scale from 5 to 50 employees, and beyond? How do you keep retention high? But not before. A bit more here. Transparency.

Scale 261

Scale Sales Hiring Scaling Startup 261

SaaStr

JANUARY 16, 2023

To convert an idea into a successful venture, startups need to be equipped to scale. Mike Wiacek, CEO at Stairwell, Mo Jebrini, CTO at Mashvisor, and Michael Ermolenko, CTO at Inworld.ai, discuss with Helene Ambiana, Global SMB and Startups Marketing Director at Google Cloud, how they overcame the hurdles of scaling and reached their goals.

Scale 259

Scale CTO Hire Cloud Scaling 259

SaaStr

MARCH 23, 2025

5 Key Learnings from Scaling from 3 to 75 Go-To-Market Team Members in Less Than 12 Months The latest SaaStr CRO Confidential is out and Sam Blond did a great deep dive with Graham Mareno, VP of Worldwide Sales at Codeium. The 5 Key Elements of Codeium’s GTM Scaling Playbook 1. What is Codeium and Windsurf?

Sales Recruiting 242

Sales Recruiting Sales Hiring Scale AI 242

SaaStr

MARCH 9, 2025

The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 202

AI Scale Education User Experience 202

SaaStr

SEPTEMBER 29, 2023

The second product had better retention. Existing customers and distribution is the centrality of the advantage Cross-selling and bundling are much more effective for the company because it’s cheaper and drives better retention. The second product attracted many people who didn’t need the first one, but they did need the second.

Scale 284

Scale Scaling Startup Sales Hiring 284

Tom Tunguz

FEBRUARY 26, 2025

” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. With this model, Twilio maintained contracted revenue at less than 50% of ARR while achieving industry-leading retention metrics. How much should a Fortune 500 bank pay for your startup?

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

NOVEMBER 30, 2023

General Partner Doug Pepper and General Partner and Head of Analytics at ICONIQ Growth, Christine Edmonds, share the art and science of scaling GTM at this year’s SaaStr Annual. Early Growth Stage — $20M to $50M ARR This is the first time companies are really starting to build their GTM organizations for scale. Net dollar retention.

Scale 274

Scale Sales Hiring Scaling Outsourced Development 274

SaaStr

JUNE 7, 2023

Scaling a tech startup doesn’t come easy, and when you’ve tried all the conventional SaaS advice, it might be tempting to give up. But before the years of rapid scaling, it took the company a little while to hit its stride. What Did WorkRamp Do Differently to Scale? In one year, WorkRamp improved gross retention by 11%.

Scale 246

Scale Scaling SMB Marketing 246

SaaStr

APRIL 20, 2022

Alice Katwan , SVP at Twilio , discusses how you can build a high-retention sales team while being remote. One challenge Twilio faced was balancing the scaling efforts of the organization and building a world-class team to support their growth ambitions—in a virtual environment. Implement systems to attract great talent.

Sales Hiring 272

Sales Hiring Scale Retention Sales 272

SaaStr

JUNE 14, 2023

Ten years ago, no one would have guessed Europe would generate the largest software IPO globally, yet UiPath has done it, and net retention is 144%. At SaaStr Europa, UiPath’s Dines shared five insights from growing a company from nothing, so other founders can learn what it takes to scale a SaaS startup to $1B+ ARR.

Scale 246

Scale Artificial Intelligence Technical Review Software Review 246

SaaStr

JUNE 23, 2020

Today, the very best SaaS companies are scaling faster than ever. It turns out, as long as you have positive revenue retention, and keep at it, you’ll do just fine over time. These numbers are obviously at scale. Often 200% or even 300% at $10m ARR. Look at Zoom, Slack, Datadog, UiPath etc.

Scaling 363

Scaling Retention Revenue SaaS 363

SaaStr

DECEMBER 14, 2022

Yamini Rangan, CEO at HubSpot, has many insights on how to serve SMB customers at scale. But because SMBs are rarely digital-first, their recent challenges allowed HubSpot to leverage their years of experience in marketing automation, as it became a core feature of how these companies worked to scale. HubSpot for Startups” program.

Scale 261

Scale SMB Scaling Innovation 261

SaaStr

APRIL 1, 2023

The 4 things you need to win as a SMBTEch startup are: Efficient GTM Commitment to customer success Product strategy that drives strong net dollar retention and grows your existing customer base Patience Of course, this is by no means comprehensive. Delighting your customers and their end users means sticky customers and great retention.

Scale 245

Scale SMB Merchant Services Payment Methods 245

SaaStr

APRIL 15, 2025

Tie Bonuses to Usage Grow th : Introduce accelerators or bonuses for accounts that scale their consumption significantly post-go-live. Increasing customer consumption and retention. Consumption Growth and Retention (30% of Bonus) Bonuses are awarded for driving increased usage within existing accounts. based on deal size).

Scale 144

Scale Compensation Retention Churn 144

SaaStr

FEBRUARY 17, 2023

One company that has unlocked the secret to solid retention and revenue expansion is Brex , an easy-to-use corporate cards and spend management software in an integrated global solution. Eventually, as the business scaled, the relationship management team split again between churn-fighting and revenue expansion.

Retention 246

Retention Startup Revenue Sales Hiring 246

TechEmpower SaaS

JULY 31, 2023

Don’t worry about scaling just yet. If your numbers work out, then scaling becomes a question of capital. R : Retention - Do they come back & re-visit over time? The metrics, and how they relate, are captured in his slide: Note the relationship between retention/referral efforts and lifetime value.

Metrics 390

Metrics Startup Scale New CTO 390