Ann: Sales update, page-62

You're looking at it backwards. It's not about customers it's about sales people and targets.

The July 2017 update said they had expanded their sales team from 3 to 12 people. Sales staff take about 6-9 months in role to fully hit their stride, their sales target will sit between 1.5m and 2.5m each per year depending on experience and role type (business development - the hunters, or account management- the satisfiers). If they're smart they would have weighted a large part of these staffs incomes on bonuses related to successful sales.

Even at the lower end of those numbers that's huge.

They also dont actually need to grow their support staff anywhere near as quickly as their customers either, there are a number of tricks to do more with less - e.g. wiggle your terms of service around (response times etc) or change the definition of high, medium, low priority response to help your support team. You've generally got maybe 3-4 years until you start burning through goodwill of your customers on a skeleton support team (and they start shopping around), but I'd say by then they'll be right as the reseller model would have kicked in and they'll likely have their own support teams - as that's where the money is.

...I've been through a SAAS business rollout personally so understand the other side  :-S