Typically support consumes about perhaps 5%-7% of your revenue at scale (excluding customer success) in most SaaS models. It could be more or less, but that’s a rough way to think about it. So at $100m in ARR, you might be spending $5m-$7m on your support team. As you can see, that puts a lot of pressure on costs. But spend a lot more in the early days for sure. Happy customers beget more happy customers. Make sure the phone is picked up by ring #3. Make sure every Intercom chat is answered in 60 seconds of less. Have instant support while you can. It’s your top marketing and customer retention investment. View original question on quora The post What is the average ratio of support staff to customer counts in a SaaS model? appeared first on SaaStr.