How TeamSupport CEO Pete Khanna grew TeamSupport to $16M revenue with a 66 person team in 2026.

TeamSupport Revenue Revealed

$10M–$25M ARR (No Paid Marketing) - YouTube

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//www.youtube.com/watch?v=dO3WhWVTLXI

Transcript

(00:00) If somebody in this customer support space came to you and offered 175 million bucks all cash, would you take that to your board and level and recommend that you do the deal? >> Yes, we would absolutely. >> What's the largest customer paying you per year today? >> It is a seven figured low seven figure deal is what they're paying us. (00:16) >> How many customers are you serving today? >> We've got over a,000 today. >> If I take your,000 customers times that $10,000 ACD, that puts you about 10 million bucks of revenue. You're saying you're north of that today? >> We are north of that. Yeah. Let's say that we're we're less than 25, way more than 10. (00:30) How about that? So, how many folks registered and how many showed up? >> I want to say that we had about 400 registered and about 300 showed up. >> Hey folks, my guest today is Grant Stannis. He is the CEO of Team Support, which helps you turn conversations into revenue, specifically support tickets. Grant, you ready to take us to the top? >> Let's go, buddy. (00:45) >> Okay. Interesting. So, we'll want to obviously get the full story, but let's not we want to make sure we get the audience into the product before we dive too deep on the story. What is Team Support selling today? What's the product? >> Yeah. So we provide to you sort of a a B to a B2B ticketing solution as it relates specifically to uh your support conversations. (01:04) And so think about it as you have an interaction you record that the ticket happens. It might be how do I do something in a software it could be a bug but our big thing is that ticketing is a commodity and there you can go and find 40 different solutions of everything that's out there in ticketing. What we do differently is we want to take your support conversations and drive that into better retention and upsell opportunities for you. (01:25) And so what we do is we take that first party data of your support and we turn it into actionable items for you to improve upon in your business. >> So who are you mainly selling this to since you help drive revenue but it's a support function? Are you selling to the CRO or the head of customer support or both? >> Yeah, so it's usually the head of customer support. (01:43) um most often it is when somebody wants to really create a good linkage between support and product is where we find ourselves to be really great. If you think about CS and small and mediumsiz software businesses the key aspect of that right is to retain and to grow your customers and so a lot of CS folks are doing the upsells and it's where this really comes in handy from that perspective. (02:00) >> How many customers are you serving today? >> We've got over a thousand today. >> So don't obviously name them but when you look at your fastest growing customers how are they incentivizing CS teams? In other words, are they taking a million-doll book of business in 2025 and giving it to one CS rep and saying, "Turn this into 1. (02:16) 2 million for 120% net dollar retention, and if you do that, you'll get a 5% commission on the extra expansion for the CS rep." Or how are they actually structuring it? >> Yeah, it's it's a good question. So, our the way that our like and and I'll tell you how like we do it because this is exactly how we recommend to our you know, our clients to do it is you're going to use the signals that customers are doing. (02:34) Nobody wants those anymore, right? >> Interesting. Okay. And I want to get some of the backstory here in terms of Right. Will you join 2024 then for today? Then talk about AI into the future. Uh before we do that though, get my audience in the right realm in terms of what you're charging customers on average per month. >> Yeah. (02:50) So we on on average I think per user today uh it's a little bit less than is I think it's like $79 if you want our topend package give or take. >> Um and what that comes with actually I take that back. It's $99 with AI but the aspect is and that's per user right. So we do a we're doing AI differently than some of our competitors. (03:06) So we're not trying to do it on session base. We're not trying to do it on a volume based. What we're trying to say to you is like, hey, get your users to be better and more efficient and really drive what you're doing, go deeper within the organization and spread that AI across the board. And part of that aspect is that we sell to a lot of small and medium-siz businesses. (03:23) And so, as a result of that, they're not trying like the enterprise customers to say, "Hey, I got 3,000 support reps. I want to take this down to 2500 next year." Right? If you're a growing SAS organization, what you're saying is, "I got 10 support reps and I don't want to add an 11th next year. (03:38) What I will add is more experience and more costs. I've got five CS reps. CS is like our number two users in our platform, right? Like how do you drive those from a different perspective? And so that's what we're trying to do with our our price volume. And so on average, we're picking up the the support, the CS as well as uh probably some of the product folks in some cases the finance team as well is in our organizations. (03:57) >> So just to make sure I understand the average customer today is paying you a h 100red bucks a month or user. Yeah. The average customer is paying us well over $10,000 >> per year. >> Yeah. Exactly. >> Okay. So, what's that average team size? Typically, people are signing for like what? 10 seats, 50, 100 seat average. (04:11) >> Yeah. Give or take. Yeah. >> Interesting. Okay. I mean, can I take a thousand paying customers times that $10,000 ACV to kind of back into your revenue? >> You would short change us, but uh it is a way, you know, we we have um that that is kind of our new logo. One of the things and again this goes to the value of our software is we're really great at bringing customers in and say for example bringing them in at a $10,000 and then two to three years from now them being sort of 20 $30,000 from their perspectives. And so our top like if you (04:41) go look at our top customers one of the big things that we've done is we've taken them from the 10 $15,000 customers to several hundred,000 across the board from their perspectives. >> So what's the don't name the customer logo Ali but what's the largest customer paying you per year today? Uh it is a seven figured low seven figure deal is what they're paying us. Yeah. (04:59) >> Wow. Yeah. >> Wow. Okay. That's a big team. Okay. So, just to be clear, you said I'd quote short change you. If I take your thousand customers times that $10,000, that put you at about 10 million bucks of revenue. You're saying you're north of that today. >> We are north of that. Yeah. We we don't really, you know, being a private equity back company, we don't really disclose all of our metrics. (05:16) But what I can tell you is is that uh that is let's say that we're we're less than 25, way more than 10. How about that? >> Okay. I love that. Thanks for being as transparent as you could there. Let's talk more about that. That's a new element to the story of private equity. So the company got going in 2008. You joined in 2024. (05:31) Did the private equity firm make you like basically place you into the company? >> They they did not. I came in so in 2019. So the the private equity firm actually bought this business in 2018. Um and then the founder kind of transitioned to the board role in 20 I want to say it was around 2020. Um, and we had another CEO who was in the role before me between 2020 and 2024 when I came on. (05:53) >> Okay. Okay. Interesting. And so that that deal in 2018 by private which private equity firm was that? >> Level Equity. Uh, >> okay. Okay. Great. Okay. Interesting. So, got it. So, that deal happened in uh in 2018. And just to be so sorry, just to be clear, they bought a majority stake. >> They did. Yes. (06:10) They're they're the the vast majority owner. Yeah. Exactly. >> Okay. and give me more about your background. Before you joined this business in 2024, what were you doing? >> Yeah, so I I started, ironically, I always tell people I started my first career in politics before I got some good advice from one of the comp trollers here in the state of Texas that if I wanted to make money and not go to jail that I needed to get the hell out of politics. (06:30) So good good business, great companies that we just needed to come in and took it kind of from, you know, 3% to 30% growth in a very short period of time. And then you know here at team support right again like we're going through this really crazy AI transition transaction world right and support and it's been a really fun journey to go through um with what we've been working on. (06:51) And so that's been a really fun lead. One of the things you'll hear about my story and I'm very different than sort of some founders is I'm a firm believer in profitable growth. And so we don't take on you know debt or capital to go raise to go drive you know uh incremental growth in the business. (07:10) What we do is we source funded ourselves through our customers of growing them time and time again from that perspective. >> Guys remember I am not just a YouTuber. I'm investing into my third fund. We've deployed $250 million into 550 software companies so far...