New Beginnings: Introducing Tom Rotem as Chargify’s CEO

by Tom Rotem

September is often a time of new beginnings. This September at Chargify, this feels particularly true. I’m excited to share with you that I’ve joined the team as CEO. The company is in fantastic shape, and we truly appreciate Chris Cochran’s leadership that led us to this moment.

It’s time to look forward to the next five to ten years of the company, and I can’t wait to get started.

Chargify is a business on the move. We’ve doubled in employees and revenues in the last 18 months while strengthening its overall health as a business.

We’ve enabled 23M subscriptions, maintained a 98% support satisfaction rating and something that really impressed me, you’ve trusted us enough to process $2.8B through our platform.

As we head down this exciting path of growth together, we are embracing a new chapter.

The Challenge

Billing is a really hard thing for a company of any size to do efficiently at scale. In my experience, you’ve either spent a lot of time and money to build your own backend system(s), are using a product that’s “one size fits all” or are stuck in a series of never-ending professional services engagements.

Having spent time in other organizations that rely on dynamic billing as a core function, I place a high value on the increasing need for personalized billing experiences.

What do I mean by dynamic and personalized?

If you sell SaaS or other subscriptions, you probably have different pricing options on your site. You also have custom negotiated deals that come in through your sales team.

And these scenarios are just at signup.

Customer relationships change over time as customers have unique needs, grow or shrink dramatically or have variable product usage. Eventually, personalized deals will be required to fulfill their needs and subsequently, personalized billing.

As you’ve probably experienced, it’s hard to manage, bill and collect on the spread of unique deals. It can slow you down if not be impossible. We continue to innovate our product with that challenge in mind. We are proud of our progress and have many great things ahead.

Stay tuned!

The Principles

As I think about the team I’m joining at Chargify and the customers we’re serving, I think about the many things Chargify is known for doing well and those things on which we can focus even more deeply. As we continue to scale the company, we’ll be guided by the following principles:

  • Customer centric approach (deep empathy for the end users)
  • Long-term thinking (organic growth and an ownership structure that prioritizes long-term success)
  • Collaboration (teamwork as a value in the organization)
  • Lean approach (keeping a ‘we-haven’t-made-it-yet’ attitude to stay hungry and competitive)
  • Transparency and direct communication (to prioritize challenges/opportunities and drive results faster)
  • Humility (admitting mistakes in order to continually learn and improve)
  • Doing the right thing, not the easy thing. (addressing the tough matters head-on and asking the difficult questions)
  • Smart hiring (hiring and training as a core competency to benefit from the team’s potential as much as from their experience)
  • Creativity (providing smart and customized solutions)

These concepts may seem basic, but in practice are complex. When done successfully, the potential is endless and I believe Chargify is an organization unique in its ability to embrace these themes.

The People

What stands out to me the most as I’ve gotten to know this special company is our people. And I believe it is people who make great companies. Product is important. Efficient business operations are essential. But none of this is possible without the collaboration of an exceptional team with a values-based, performance-driven and customer-focused culture. Chargify’s values are practiced and tangible and it’s a team I am incredibly proud to be a part of.

We will continue to invest in our people and focus on the experiences of our customers, deepening our trust across even more markets and payment forms.

I’m looking forward to serving our customers, shoulder to shoulder with the best in the business. We thrive on honest feedback, so please don’t hesitate to let us know how we’re doing.

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