Jul
29
2021
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4 key areas SaaS startups must address to scale infrastructure for the enterprise

Startups and SMBs are usually the first to adopt many SaaS products. But as these customers grow in size and complexity — and as you rope in larger organizations — scaling your infrastructure for the enterprise becomes critical for success.

Below are four tips on how to advance your company’s infrastructure to support and grow with your largest customers.

Address your customers’ security and reliability needs

If you’re building SaaS, odds are you’re holding very important customer data. Regardless of what you build, that makes you a threat vector for attacks on your customers. While security is important for all customers, the stakes certainly get higher the larger they grow.

Given the stakes, it’s paramount to build infrastructure, products and processes that address your customers’ growing security and reliability needs. That includes the ethical and moral obligation you have to make sure your systems and practices meet and exceed any claim you make about security and reliability to your customers.

Here are security and reliability requirements large customers typically ask for:

Formal SLAs around uptime: If you’re building SaaS, customers expect it to be available all the time. Large customers using your software for mission-critical applications will expect to see formal SLAs in contracts committing to 99.9% uptime or higher. As you build infrastructure and product layers, you need to be confident in your uptime and be able to measure uptime on a per customer basis so you know if you’re meeting your contractual obligations.

While it’s hard to prioritize asks from your largest customers, you’ll find that their collective feedback will pull your product roadmap in a specific direction.

Real-time status of your platform: Most larger customers will expect to see your platform’s historical uptime and have real-time visibility into events and incidents as they happen. As you mature and specialize, creating this visibility for customers also drives more collaboration between your customer operations and infrastructure teams. This collaboration is valuable to invest in, as it provides insights into how customers are experiencing a particular degradation in your service and allows for you to communicate back what you found so far and what your ETA is.

Backups: As your customers grow, be prepared for expectations around backups — not just in terms of how long it takes to recover the whole application, but also around backup periodicity, location of your backups and data retention (e.g., are you holding on to the data too long?). If you’re building your backup strategy, thinking about future flexibility around backup management will help you stay ahead of these asks.

Oct
26
2020
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DataFleets keeps private data useful and useful data private with federated learning and $4.5M seed

As you may already know, there’s a lot of data out there, and some of it could actually be pretty useful. But privacy and security considerations often put strict limitations on how it can be used or analyzed. DataFleets promises a new approach by which databases can be safely accessed and analyzed without the possibility of privacy breaches or abuse — and has raised a $4.5 million seed round to scale it up.

To work with data, you need to have access to it. If you’re a bank, that means transactions and accounts; if you’re a retailer, that means inventories and supply chains, and so on. There are lots of insights and actionable patterns buried in all that data, and it’s the job of data scientists and their ilk to draw them out.

But what if you can’t access the data? After all, there are many industries where it is not advised or even illegal to do so, such as in healthcare. You can’t exactly take a whole hospital’s medical records, give them to a data analysis firm, and say “sift through that and tell me if there’s anything good.” These, like many other data sets, are too private or sensitive to allow anyone unfettered access. The slightest mistake — let alone abuse — could have serious repercussions.

In recent years a few technologies have emerged that allow for something better, though: analyzing data without ever actually exposing it. It sounds impossible, but there are computational techniques for allowing data to be manipulated without the user ever actually having access to any of it. The most widely used one is called homomorphic encryption, which unfortunately produces an enormous, orders-of-magnitude reduction in efficiency — and big data is all about efficiency.

This is where DataFleets steps in. It hasn’t reinvented homomorphic encryption, but has sort of sidestepped it. It uses an approach called federated learning, where instead of bringing the data to the model, they bring the model to the data.

DataFleets integrates with both sides of a secure gap between a private database and people who want to access that data, acting as a trusted agent to shuttle information between them without ever disclosing a single byte of actual raw data.

Illustration showing how a model can be created without exposing data.

Image Credits: DataFleets

Here’s an example. Say a pharmaceutical company wants to develop a machine-learning model that looks at a patient’s history and predicts whether they’ll have side effects with a new drug. A medical research facility’s private database of patient data is the perfect thing to train it. But access is highly restricted.

The pharma company’s analyst creates a machine-learning training program and drops it into DataFleets, which contracts with both them and the facility. DataFleets translates the model to its own proprietary runtime and distributes it to the servers where the medical data resides; within that sandboxed environment, it grows into a strapping young ML agent, which when finished is translated back into the analyst’s preferred format or platform. The analyst never sees the actual data, but has all the benefits of it.

Screenshot of the DataFleets interface. Look, it’s the applications that are meant to be exciting. Image Credits: DataFleets

It’s simple enough, right? DataFleets acts as a sort of trusted messenger between the platforms, undertaking the analysis on behalf of others and never retaining or transferring any sensitive data.

Plenty of folks are looking into federated learning; the hard part is building out the infrastructure for a wide-ranging enterprise-level service. You need to cover a huge amount of use cases and accept an enormous variety of languages, platforms and techniques, and of course do it all totally securely.

“We pride ourselves on enterprise readiness, with policy management, identity-access management, and our pending SOC 2 certification,” said DataFleets COO and co-founder Nick Elledge. “You can build anything on top of DataFleets and plug in your own tools, which banks and hospitals will tell you was not true of prior privacy software.”

But once federated learning is set up, all of a sudden the benefits are enormous. For instance, one of the big issues today in combating COVID-19 is that hospitals, health authorities, and other organizations around the world are having difficulty, despite their willingness, in securely sharing data relating to the virus.

Everyone wants to share, but who sends whom what, where is it kept, and under whose authority and liability? With old methods, it’s a confusing mess. With homomorphic encryption it’s useful but slow. With federated learning, theoretically, it’s as easy as toggling someone’s access.

Because the data never leaves its “home,” this approach is essentially anonymous and thus highly compliant with regulations like HIPAA and GDPR, another big advantage. Elledge notes: “We’re being used by leading healthcare institutions who recognize that HIPAA doesn’t give them enough protection when they are making a data set available for third parties.”

Of course there are less noble, but no less viable, examples in other industries: Wireless carriers could make subscriber metadata available without selling out individuals; banks could sell consumer data without violating anyone in particular’s privacy; bulky datasets like video can sit where they are instead of being duplicated and maintained at great expense.

The company’s $4.5 million seed round is seemingly evidence of confidence from a variety of investors (as summarized by Elledge): AME Cloud Ventures (Jerry Yang of Yahoo) and Morado Ventures, Lightspeed Venture Partners, Peterson Ventures, Mark Cuban, LG, Marty Chavez (president of the board of overseers of Harvard), Stanford-StartX fund, and three unicorn founders (Rappi, Quora and Lucid).

With only 11 full-time employees DataFleets appears to be doing a lot with very little, and the seed round should enable rapid scaling and maturation of its flagship product. “We’ve had to turn away or postpone new customer demand to focus on our work with our lighthouse customers,” Elledge said. They’ll be hiring engineers in the U.S. and Europe to help launch the planned self-service product next year.

“We’re moving from a data ownership to a data access economy, where information can be useful without transferring ownership,” said Elledge. If his company’s bet is on target, federated learning is likely to be a big part of that going forward.

Aug
11
2020
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Emergence’s Jason Green still sees plenty of opportunities for enterprise SaaS startups

Jason Green, co-founder and partner at Emergence, has made some solid enterprise SaaS bets over the years, long before it was fashionable to do so. He invested early in companies like Box, ServiceMax, Yammer, SteelBrick and SuccessFactors.

Just those companies alone would be a pretty good track record, but his firm also invested in Salesforce, Zoom, Veeva and Bill.com. One consistent thread runs through Emergence’s portfolio: They focus on the cloud and enterprise, a thesis that has paid off big time. What’s more, every one of those previously mentioned companies had a great founding team and successful exit via either IPO or acquisition.

I spoke with Green in June about his investment performance with enterprise SaaS to get a sense of the secret of his long-term success. We also asked a few of those portfolio company CEOs about what it has been like to work with him over time.

All in on SaaS

Green and his co-founders saw something when it came to the emerging enterprise SaaS market in the early 2000s that a lot of firms missed. Salesforce co-founder and CEO Marc Benioff told a story in 2018 about his early attempts at getting funding for his company — and how every single Silicon Valley firm he talked to turned him down.

Green’s partner, Gordon Ritter, eventually invested in Salesforce as one of the company’s earliest investments because the partners saw something in the SaaS approach, even before the term entered the industry lexicon.

Dec
18
2019
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Three SaaS companies we think will make it to $1B in revenue

What’s the most successful pure SaaS company of all time? The answer is Salesforce, and it’s no contest — the company closed the year on an $18 billion run rate, placing it in a category no other company born in the cloud can touch.

That Salesforce is on such an impressive run rate might suggest that reaching a billion in revenue is a fairly easy proposition for an enterprise SaaS company, but firms in this category grow or drive revenue like Salesforce. Some, in fact, find themselves growing much more slowly than anyone thought, but keep slugging it out as they inch steadily toward the $1 billion mark. This happens to public and private SaaS companies alike, which means that we can look at few public ones thanks to their regular earnings disclosures.

It’s a good time to look back at the year and analyze a few firms that should reach the mythical $1 billion in revenue at some point. Today we’re examining Zuora, a SaaS player focused on building and managing subscription-based services. GuideWire, a company transitioning to SaaS with big ambitions and Box, a well-known SaaS player caught somewhere between big and a billion.

Zuora: betting on SaaS

We’ll start with the smallest company that caught our eye, Zuora . We’ll proceed from here going up in revenue terms.

Zuora is as pure a SaaS company as you can imagine. The San Mateo-based company raised nearly a quarter billion dollars while private to build out the technology that other companies use to help build their own subscription-based businesses. To some degree, Zuora’s success can be viewed as a proxy for SaaS as a whole.

However, while SaaS has chugged along admirably, Zuora has seen its share price fall by more than half in recent quarters.

At issue is the firm’s slowing growth:

  • In the quarter detailed on March 21, 2019, Zuora’s subscription revenue growth slowed to 35% compared to the prior year period. Total revenue growth grew an even slower at 29%.
  • In the quarter announced on May 30, 2019, Zuora’s subscription revenue grew 32% while its total revenue expanded 22%.
  • Moving forward in time, the company’s quarter reported on August 28, 2019 saw subscription revenue growth of 24% and total revenue growth of 21% compared to the year-ago quarter.
  • Finally, in its most recent quarterly report earlier this month, Zuora reported marginally better 25% subscription revenue growth, but slower total revenue growth of 17%.

Why is Zuora’s growth slowing? There’s no single reason to point out. Reading through coverage of the firm’s earnings report reveals a number of issues that the company has dealt with this year, including slow sales rep ramp and some technology complaints. Add in Stripe’s meteoric rise (the unicorn added tools for subscription billing in 2018, expanding the product to Europe earlier this year) and you can see why Zuora has had a tough year.

Adding to its difficulties, the company has lost more money while its growth has slowed. Zuora’s net loss expanded from $53.6 million in the three calendar quarters of 2018. That rose to $59.9 million over the same period in 2019. But the news is not all bad.

In spite of these numbers, Zuora is still growing; the company expects around $276 to $278 million in revenue in its current fiscal year and between $206 and $207 million in subscription top-line revenue over the same period.

At the revenue growth pace set in its most recent quarter (17% in the third quarter of its fiscal 2020) the company is eight years from reaching $1 billion in revenue. However, Zuora’s rising subscription growth rate in the same period is very encouraging. And, the company’s cash burn is declining. Indeed, in the most recent quarter Zuora’s operations generated cash. That improvement led to the firm’s free cash flow improving by half in the first three calendar quarters of 2019.

It also has pedigree on its side. Founder and CEO Tien Tzuo was employee number 11 at Salesforce when the company launched in 1999. He left the company in 2007 to start Zuora after realizing that traditional accounting methods designed to account for selling a widget wouldn’t work in the subscription world.

Zuora’s subscription revenue is high-margin, but the rest of its revenue (services, mostly) is not. So, with less thirst for cash and modestly improving subscription revenue growth, Zuora is still on the path towards the next revenue threshold despite a rough past year.

Guidewire: going SaaS the hard way

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