Manny Medina

Most SaaS companies will have roughly, like assuming there's nothing weird, right?

Like you don't have a big component of like, you know, professional services, et cetera.

Like assuming all that, you're, you know, a good, healthy SaaS company should be running margins and they're somewhere between, you know, 80 to 70%, 65% even if you're growing really fast, because the majority of it is support in Amazon Web Services or Google Cloud or whatever you're using.

That's a great question.

So the moment you close a deal, for us in particular, adoption, because we're an engagement, we're a system of action, adoption is our true north.

So the moment you close a deal, then it gets passed on to what we call the implementation manager.

An implementation manager takes that entire account, the seat.

So if somebody bought 100 seats, that deal goes to the implementation manager.

And we need to assure that 70% of those seats have daily usage.

Like measured by logins or number of messages sent?

We call them sales positive motions.

So the ability for you to use the application manually, like you're doing something in the application that creates an opportunity, creates a meeting, creates a reply, creates a follow-up, whatever is creating something that is moving the deal forward, we measure.

And we need to get 70% of the seeds doing daily positive motions.

And that's when we graduate into a CSM.

And then the CSM gets into the business of educating that account as opposed to getting to adopt.

Okay.

And that's break it down.

It depends on the length of the deployment.

So if it's, again, 100% account deployment, it usually takes about a month to two months to get everybody to learn and to use it at a scale in such a way that it doesn't become a problem downstream of adoption, et cetera.

Precisely.