Operational Efficiency & Team Performance KPI

COO Weekly View — Leverage Ratio Monitoring

Headcount as of Dec 15, 2024: 167 FTE
Revenue per FTE
$186K
Tickets per CSM
108/mo
FCR Rate
69%
Win Rate (3→4)
38%
Infra Cost/ARR
$0.09
eNPS
31

Revenue per FTE vs Benchmark

Support Efficiency

MTTR by Priority

Sales Cycle Length by Segment

Headcount by Department

Engineering
68
$192K/FTE
S&M
52
$174K/FTE
CS
24
$196K/FTE
G&A
16
$168K/FTE
Product
7
$214K/FTE

Infrastructure Cost per ARR

Ramp-to-Productivity by Role

eNPS Trend

31

Automation Coverage

Win Rate (Stage 3→4) Trend

Department Efficiency Scorecard

Department Headcount Revenue/FTE Primary Metric Value QoQ Δ Status
Sales & Marketing 52 $174K Win Rate (3→4) 38%
Off Target
Customer Success 24 $196K Tickets/CSM 108
On Target
Engineering 68 $192K Infra Cost/ARR $0.09
On Target
Product 7 $214K Feature Ship Velocity 18/qtr
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G&A 16 $168K Automation Coverage 63%
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