Deciding Which Custom Work to Do

Usage-based SaaS pricing with no minimums. Customers could scale to zero without leaving. Ryan Wang launched Assembled with a pricing model that let revenue drop to nothing during COVID - even though no one was churning. It took 8 months to earn his first dollar.

Ryan reveals the SaaS pricing fix that turned zero revenue into 8-figure ARR, why his team blamed themselves for months before realizing the usage-based pricing problem was macro-driven, and the pricing strategy of adding minimums and building sticky features that prevented future revenue collapses.

Assembled is an AI platform for customer support that helps companies manage both human and AI agents. Ryan previously worked as a machine learning engineer at Stripe. The company now generates tens of millions in ARR.

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🔑 Key Lessons

• 💰 SaaS pricing needs minimums to survive downturns: Assembled's pricing model with no minimums let customers scale to zero during COVID, dropping revenue to nothing for 8 months and proving that pricing floors are essential.
• 🎯 Universal pain points reveal product-market fit: Ryan found PMF when every support leader showed the same messy color-coded spreadsheet for scheduling - proving the problem generalized across companies.
• ⏳ Plant seeds when there is no harvest in sight: Assembled went 8 months with zero revenue, but Ryan kept meeting customers in person and building around their needs, creating the foundation for 8-figure ARR.
• 🔧 Filter custom deals by what generalizes: Ryan took Robinhood's custom enterprise deal because those features would scale, but walked away from an airline needing Microsoft Dynamics integration.
• 🤝 Win one community before scaling channels: Ryan focused on the Support Driven Slack community, building trust until every member looking for workforce management was already "team Assembled."

Chapters

• Introduction
• Seeds vs. harvest: the founder mindset for surviving zero revenue
• Founding story: from Stripe ML engineer to Assembled
• The workforce management problem explained
• Product-market fit: the color-coded spreadsheet discovery
• Pandemic launch: TechCrunch and Hacker News on the worst day
• SaaS pricing mistake: why usage-based with no minimums failed
• The custom deal filter: build vs. walk away
• Scaling from 10 to 50 customers with data-driven ICP
• Community-led growth: winning Support Driven
• Lightning round

Resources

• Full show notes: https://saasclub.io/460
• Join 5,000+ SaaS founders: https://saasclub.io/email