Help Scout Leadership

SEPTEMBER 21, 2021

While the original driver for the role was to grow relationships and increase revenue, the customer success specialist job description has changed quite a bit since then. Experience working with SaaS products. The first named customer success group was created in 1996. Nice to haves: Industry knowledge and experience.

Onboarding 261

Onboarding Sales Sales SaaS 261

Andrew Chen

JULY 10, 2018

James Currier (of NFX) pens one of the classics of the last few years, defining the term “Market Network” – multiple participants, SaaS tools, with transactions at the center. GMV, revenue, Seller/supply metrics (engagement/overall), Buyer metrics (engagement/overall). Read the whole thing here: [link].

Metrics 110

Metrics eCommerce Retention SaaS 110

15Five

MAY 19, 2023

sales revenue, customer service ratings, etc.). Revenue-per-employee Revenue-per-employee is the amount of money each employee generates for the company, on average. You can calculate it by dividing total revenue by the current number of employees. Think of revenue-per-employee as a productivity ratio.

Metrics 105

Metrics Retention Recruitment Revenue 105

Andrew Chen

AUGUST 6, 2018

CEOs of such companies should therefore,think about: Is there a way to create revenue streams where the business can still monetize effectively despite users’ infrequent engagement? Some products should be analyzed in a 7 day timeframe – like SaaS/productivity – and others on 30 days.

SaaS 111

SaaS Metrics eCommerce B2B 111

15Five

MAY 17, 2016

I interviewed Rand recently about growing a subscription SaaS business, finding employees to contribute to Moz’s epic culture during their rapid growth, and the importance of transparency in the workplace… Q: Moz grew in revenue very quickly over the first 7 years. Moz is a self-service SaaS business. That depends.

SaaS 63

SaaS Retention Marketing Engineering 63

Andrew Chen

JANUARY 9, 2020

Series B- Bet on the revenue. 5) market-by-market (or logo-by-logo, if SaaS) comparison where denser/older networks have higher engagement over time (network effects). 7) revenue or activity expansion on a *per user* basis over time — indicates deeper engagement / habit formation. Lots of benchmarking.

Marketing 110

Marketing Retention B2B Scaling 110

Vantage Circle

FEBRUARY 1, 2021

Revenue versus Target. Revenue vs. Target helps you establish a relationship between your projected revenue and actual revenue. KPIs, being widely used by corporates everywhere, are also great for setting an industry-standard benchmark. These can be for maximizing sales, revenue, site traffic, etc.

KPI 52

KPI Sales Sales Metrics 52