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SaaS Team Roles: Building a Solid Business Team

Perry Steward
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January 18, 2024
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SaaS Team Roles: Building a Solid Business Team

Most SaaS businesses begin with the founder alone. But eventually, the business needs to grow, and that means you need to start building a team.

But what sort of team do you need to compete against the best in your niche? Who do you need to hire first? Do you need entire teams, or can you get by with a few generalists at the start? Considering a well-structured team can be the difference between success and failure, these questions take a huge place in any SaaS founder’s mind. 

As a full-service SaaS SEO agency, we’ve worked with multiple SaaS companies with small and large teams. We know what it takes to build a high-performing team. In this article, we’ll help answer all your questions.

What We'll Cover:

Key Teams in a SaaS Company

The makeup of a SaaS company typically consists of a set of key teams with specific roles. These teams and roles might differ depending on the company's niche, growth stage, and SaaS business model. 

Here are seven key teams you should consider hiring for your SaaS company.

SaaS Marketing Team Structure

It’s no good having a great SaaS product if you can’t market it to your target audience. That’s where your SaaS marketing team comes in. This team must handle many responsibilities, including audience research, creating buyer personas, generating visibility and attracting leads, devising campaigns and building loyalty with existing customers. 

Diagram of a SaaS marketing team structure

Here are the key roles in a SaaS marketing team structure:

  • Marketing Manager: This person is responsible for creating an overall marketing strategy for the business and ensuring proper implementation.
  • Content Creator: Depending on the content strategy, the content creator creates different content like blogs, email, social media, newsletters, ebooks, video content, etc.
  • SEO Specialist: This technical role ensures the SaaS business gets prominent visibility and rankings on search engines like Google.
  • Social Media Manager: Based on the social platforms the marketing manager chooses, the social media manager executes content and campaigns for your social profiles.
  • Graphic Designer: The designer creates graphics for your blogs, social media, website, or email content.

SaaS Sales Team Structure

Your product is marketed, and the target audience is biting on the line. But you're wasting your time if you can’t get the sale over the line. Enter the sales team. A SaaS sales team finalizes the sales process, finds and qualifies potential customers from the leads gathered by the marketing team, closes deals and onboards and retains customers.

Diagram of a SaaS sales team structure

Here are the key roles in a SaaS sales team structure:

  • Sales Director: The director oversees the sales process and is responsible for the planning and execution of different steps.
  • Account Executive: The account executive works with clients, closes deals, and supports existing client relationships.
  • Sales Development Representative (SDR): They generate new business opportunities by identifying, contacting, and qualifying potential customers.
  • Customer Success Manager: The customer success manager helps transition leads from prospects to active product users.
  • Sales Operations Manager: They oversee the daily sales activities, such as budgeting, forecasting, analytics, reporting, developing processes and procedures, etc.

SaaS Operations Team Structure

For your business to be successful, it needs to run like a well-oiled machine from top to bottom. The SaaS operations team monitors daily activities and ensures everything runs smoothly.

Diagram of a SaaS operations team structure

Here are the key roles in a SaaS operations team structure:

  • Chief Operations Officer (COO): The person works with department heads and supervisors to manage and handle the company's daily business operations.
  • Project Manager: This person handles the planning, execution, and completion of individual projects in the company.
  • Quality Assurance Analyst: These analysts test, analyze, and ensure the quality of software, products, and systems.
  • DevOps Engineer: This engineer handles the smooth operation of your SaaS company’s IT infrastructure.
  • Data Analyst: A data analyst retrieves, processes, and analyzes a large amount of data to aid important decisions.

SaaS Product Team Structure

It's all too easy to get complacent and leave the door open for competitors to swoop in and take advantage. The SaaS product team creates a product strategy, conducts market research, creates product design and takes feedback to create the best SaaS tool.

Diagram of a SaaS product team structure

The key roles in a SaaS product team structure are:

  • Product Manager: The product manager gives direction to the product through research, vision setting, alignment, and prioritization.
  • UX/UI Designer: They create the user interface for your SaaS app or website app. 
  • Software Developer: A software developer designs, codes, and tests the software system for the company.
  • QA Engineer: They identify and eliminate mistakes in code before its release to customers and prevent any bugs or defects.
  • Product Marketer: The product marketer creates demand for the SaaS product through effective messaging and marketing programs.

SaaS Special Operations Team

The SaaS special operations team is equipped to handle novel tasks or projects during certain periods.

Diagram of a SaaS special operations team structure

The key roles in a SaaS special operations team are:

  • Security Specialist: This specialist develops and implements security measures that protect computer networks and systems.
  • Data Scientist: The person applies mathematical, problem-solving, and coding skills to manage big data and extract valuable insights.
  • Compliance Officer: The officer ensures that the SaaS company complies with regulatory and legal requirements, internal bylaws, and policies.
  • Incident Response Team: This team handles responding to security incidents in a quick and effective manner.
  • IT Administrator: They are responsible for the upkeep, configuration, and reliable operation of the servers, computer systems, and data systems.

SaaS Support Team

The best companies don’t forget their customers once they sign up – they provide ongoing support to ensure customer satisfaction. The SaaS support team supports customers and other stakeholders during the pre and post-sale journey with the product.

Diagram of a SaaS support team structure

Here are the key roles in a SaaS support team structure:

  • Support Manager: This manager supervises the daily operations of the company’s customer support department.
  • Customer Support Representative: These representatives work with clients who require information or have complaints about the product/service.
  • Technical Support Engineers: These engineers troubleshoot issues related to company accounts or special tasks given by the manager.
  • Knowledge Base Manager: They facilitate the capture, creation, and dissemination of knowledge within the company.
  • Customer Success Specialists: They have direct relationships with customers and help them achieve success with the SaaS product.

SaaS Growth Team

Your SaaS business can only grow as fast as you can bring in new customers. The role of the SaaS growth team is to drive the acquisition of customers through various channels and strategies.

Diagram of a SaaS growth team structure

The key roles in a SaaS growth team are:

  • Growth Manager: They identify and create new opportunities for your SaaS company’s growth.
  • Acquisition Specialist: The specialist finds creative and effective ways to acquire more customers.
  • Retention Specialist: This specialist finds ways to retain existing customers and improve their lifetime value.
  • Conversion Rate Optimization Specialist: This specialist is responsible for improving the effectiveness of a company’s online presence and marketing campaigns.

Why Do You Need Specialized Teams for Your SaaS Business?

Specialized teams are crucial for the success of a SaaS business. SaaS products often involve complex technical architectures, frequent software updates, and a deep understanding of customer needs. 

Specialized teams can address the distinct needs of SaaS users. These teams can provide timely assistance, resolve issues, and foster positive customer relationships, contributing to customer retention and satisfaction. 

Marketing and sales teams with expertise in the SaaS market can communicate the product's value proposition, target the right audience, and navigate the competitive landscape. 

How to Build Your SaaS Dream Team?

Your SaaS company can do wonders with the right teams in place. But how do you go about building a great team? Here are some simple steps you can follow.

How to build a SaaS dream team with checked items like identify core roles, hire talent, scalability planning and more

#1 Identify Core Roles

The kind of people you need will differ at each growth stage, as well as the goals you’re trying to accomplish. For example, if you’re trying to get leads from content marketing campaigns, you may want to invest more in having a solid marketing team in place. 

This step lays the foundation for a successful team, so you should involve all the important stakeholders while deciding on the core roles you need to hire for.

Pro-tip: Create a goal list of what you want to achieve for the next two years and the kind of people you’ll need for that.

#2 Hire Talent

Your hiring decisions impact the team’s effectiveness and the company’s success. So, you must put in significant effort in hiring the right talent.

You can source talent via job postings, networking, partnering with recruiting agencies, or posting on social media. Once you have sufficient candidates, assess them based on skills, experience, and cultural fit.

Here are some tips that will help you evaluate interview candidates.

Tips that will help you evaluate interview candidates with checked items like observe candidate's behavior during interviews, pay attention to how candidates talk about past jobs and much more

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Once you have hired people for your teams, effectively onboard them and provide them with all the necessary information.

#3 Cross-Functional Collaboration

You don’t want your teams to work in silos when they can work together and get powerful insights that help them in their respective departments.

That’s where cross-functional teams can help companies succeed. It fosters innovation and helps solve complex problems. For example, marketing and sales teams can work together to decide the kind of leads they want to attract and what the handoff process should look like.

To have a collaborative culture in your company, you must provide communication tools and platforms where regular meetings and knowledge sharing can occur.

#4 Scalability Planning

Scaling SaaS teams involves a strategic approach that considers the unique challenges and opportunities within the software industry. 

Start by defining roles and responsibilities, ensuring each team member has a specialized focus aligned with the company's goals. 

As demand increases, hire talent strategically, emphasizing individuals with SaaS experience while promoting internal growth to retain institutional knowledge. 

Implement scalable infrastructure and cloud solutions to accommodate growing user bases. Regularly assess team performance and iterate on processes to optimize efficiency. Finally, maintain effective communication channels to ensure alignment across distributed or growing teams. 

#5 Setting Initial KPIs

To ensure every team in your SaaS company is working effectively and towards the same outcomes, you must set initial KPIs. This ensures team goals align with business goals and the company moves in the right direction.

Some common SaaS KPIs you could include are customer acquisition cost, retention rate and lifetime value.

While setting these KPIs for each team, ensure you’re setting realistic targets and reviewing them on a regular basis.

Building a Stronger SaaS Team Starts Today!

A strong SaaS team will have great benefits in customer acquisition and retention. It can help you grow your business rapidly and stand out from the competition.

By following the steps in this guide and considering your unique situation, you can shortlist the key roles you want to hire for and how to attract the right talent.

If you need help with your SEO or marketing strategy, reach out to our experts at MADX.

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