Date: April 22, 2024 Roles in a SaaS company

As the demand for SaaS rises, competition for talent intensifies. A recent report indicates that approximately 86% of SaaS companies1 anticipate increased compensation expectations but are willing to offer competitive salaries to secure top-tier talent.

While the roles within a SaaS company may resemble those in other industries, such as product management, sales and marketing, and engineering, there are unique positions that shed light on their operational dynamics. These include customer success, implementation (or customer success), and designer roles.

Backed by our expert in-house SaaS recruiters, we’ve identified five essential roles that every SaaS company should incorporate:

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Roles in a saas company

Sales Management

Sales plays a pivotal role in any SaaS company, regardless of perception.

A sales manager oversees revenue generation, customer relationships, satisfaction, and more. Here are their specific responsibilities:

  • Overseeing the sales team’s overall performance.
  • Setting and strategizing sales goals and objectives.
  • Recruiting, hiring, and training new sales staff.
  • Managing the sales budget and ensuring adherence to it.
  • Collaborating with other departments to ensure product or service delivery aligns with promises and achieves customer satisfaction.
  • Addressing customer issues promptly.
  • Identifying opportunities for upselling or cross-selling additional products/services.
  • Leading the sales team with a deep understanding of SaaS products and their relevance in the current business landscape. Effective communication of this knowledge is essential to persuade potential clients that your product addresses their needs.


In a SaaS company, several key executive roles are essential for maintaining smooth operations.

Chief Executive Officer (CEO):

As the top executive, the CEO ensures the company’s smooth operation and fosters employee satisfaction and engagement.

Key responsibilities of the CEO include setting company goals and objectives and establishing an organizational structure conducive to success.

Responsibilities and duties:

  • Oversees all major company decisions and holds ultimate authority over its direction.
  • Ensures the company’s profitability and compliance with legal and regulatory requirements.
  • Sets the company’s strategic vision and direction.
  • Maintains relationships with shareholders, board members, and other stakeholders.
  • Typically possesses a background in business or technology, equipping them with the skills needed to make informed decisions about the company’s future.

Chief Technology Officer (CTO)

The CTO oversees the company’s technological vision, implements technology strategies, and ensures alignment of technological resources with the company’s business needs.

Responsibilities and duties:

  • Manages technical aspects of the business and ensures smooth operations from an engineering perspective.
  • Hires and oversees developers, collaborating with them to create new products and features.
  • Sets the technology strategy for the company.
  • Oversees the development and implementation of new technologies.
  • Manages the research and development (R&D) department.
  • Evaluates and decides on the adoption of new technologies.
  • Stays updated on industry trends and developments.

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The Chief Operating Officer (COO)

The COO supervises daily operations, offers strategic guidance, makes business decisions, and manages company operations.

Responsibilities and duties:

  • Oversees day-to-day business operations to ensure efficiency.
  • Collaborates with all departments to align efforts toward common goals.
  • Works closely with the CEO to develop and implement strategic plans.
  • Ensures the company meets financial and operational objectives.
  • Develops and implements policies and procedures to streamline operations.

Engineering Manager

The Engineering Manager is tasked with planning, designing, and overseeing projects. They also handle finances and oversee one or more engineering teams.

Responsibilities and duties:

  • Developing and executing the product strategy and roadmap, guiding the team in task prioritization and tradeoff decisions.
  • Participating in high-level strategic discussions regarding product development, market focus, and resource allocation.
  • Collaborating with sales or marketing teams regularly to identify critical features for customer acquisition and integrating them into the product quickly using agile methodologies like Scrum or Kanban.
  • Effectively communicating team progress, challenges, and resource requirements to the CEO and other executives.

Marketing Management

The marketing manager is responsible for crafting and executing a robust marketing strategy to attract and retain customers. This entails:

  • Creating and managing a marketing budget.
  • Developing and implementing marketing plans and campaigns.
  • Overseeing the production of all marketing materials, including website content, brochures, white papers, etc.
  • Coordinating and participating in trade shows and events.
  • Collaborating with the sales team to equip them with necessary tools and resources for selling products/services.
  • Monitoring customer feedback to enhance the product/service offering.
  • Utilizing market research to identify trends and opportunities.

The marketing manager plays a vital role in shaping the overall company strategy by understanding strengths and areas for improvement. 

They ensure stakeholders are well-informed about SaaS products for informed decision-making. Therefore, proficiency in managing end-to-end marketing campaigns is crucial for success.

Account Management

Account managers are integral to the SaaS sales process, fulfilling the following roles:

  • Providing customer support.
  • Managing customer relationships.
  • Identifying customer needs and requirements.
  • Establishing and nurturing a customer base to foster loyalty.
  • Generating sales forecasts by analyzing client needs.
  • Serving as the primary point of contact for customers, thereby playing a pivotal role in ensuring customer satisfaction.
  • Facilitating meetings between customers and sales or marketing professionals upon request.
  • Determining the appropriate solution for clients based on their requirements and expectations.

The roles outlined above are essential for driving sustainable SaaS growth. If you’re uncertain about where to start with hiring, conducting a skills gap analysis can provide valuable insights.

Once you’ve filled these SaaS positions, it’s crucial to equip your team with the right tools and resources.

Feel free to reach out to us as one of the top SaaS recruitment companies for expert assistance and guidance.

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