How do you grow a customer support SaaS to over 1,000 customers and $10M–$25M in ARR in one of the most crowded software categories, without trying to outspend the giants on marketing?

In this episode, Nathan sits down with Grant Stanis, CEO of TeamSupport. The company provides B2B customer support software used by more than 1,000 companies and generates between $10M and $25M in annual recurring revenue. Most customers start around $10,000 per year, but the best accounts expand significantly over time, including enterprise customers paying more than $1M annually.

Customer support software is a brutally competitive market with players like Zendesk and Freshdesk dominating search and advertising. Instead of fighting that battle, TeamSupport focused on referrals, community, and expansion revenue. The core idea is simple: turn support conversations into signals that drive retention, product feedback, and upsells.

You'll learn:

• How TeamSupport grew to $10M–$25M ARR with over 1,000 customers.
• Why most customers start around $10K ACV and expand to $20K–$30K later.
• How one enterprise account grew into a $1M+ annual contract.
• Why they price the product per seat at $79–$99 per user.
• How expansion revenue became a core growth driver.
• Why the company relies heavily on referrals instead of SEO.
• How partnerships and webinars generate qualified pipeline.
• What it's like to lose a top 10 customer and report it to the board.
• How private equity ownership changes the way CEOs run SaaS companies.
• What kind of acquisition offer would realistically trigger a sale.

Grant joined TeamSupport as CEO in 2024 after leading growth at several private equity-backed software companies. The business was founded in 2008 and later acquired by Level Equity in 2018. Today the focus is simple: grow profitably, expand existing customers, and build a durable SaaS business without relying on massive marketing budgets.

If you run a SaaS company selling to support teams, customer success leaders, or mid-market software companies, this episode offers a practical look at how to grow in a crowded category.

Connect with Grant: https://www.teamsupport.com/

Connect with Nathan: https://founderpath.com/