SaaS user account management is how businesses manage customer relationships long-term.
Account management software and user management systems are crucial in this process.
Over the years, it has become important for SaaS companies to reduce churn rates and increase revenue.
According to Gartner’s 2022 research, nearly 79% of SaaS companies had to rebuild their account management programmes in the past 7 years due to underperformance.
SaaS tracking shows that good SaaS user account management leads to more referrals and a higher customer lifetime value (LTV).
The future of account management software looks promising—companies with high levels of cross-functional collaboration in account management see 215% higher customer spend compared to those with poor collaboration practices.
Meanwhile, if your business is looking to enhance your strategies, exploring “Top SaaS Account Management Best Practices for Long-Term Success” can provide actionable insights into maximising customer retention and revenue.
Roles in SaaS Applications
Roles in SaaS applications define the hierarchical structure of permissions and access controls.
These roles, typically categorised into predefined levels such as administrator, user, manager, and key account managers (KAMs), form the backbone of efficient user management systems.
This structure has proven effective, with 76% of Key Account Managers successfully managing customer relationships through role-based systems rather than traditional hierarchies.
For example, admins often possess full control over settings, user additions, and data visibility, while editors might handle content management without altering fundamental configurations.
To delve deeper into how account management software impacts businesses, read more about “What Is SaaS Account Management Software? Features & Benefits for Business.”
A well-defined role can enhance security by ensuring users only access the information and tools needed for their tasks.
This can help mitigate risks associated with unauthorised access and data breaches.
A robust role system also simplifies onboarding processes, enhancing the user experience while maintaining strict security protocols.
Tools like Octobits exemplify this, offering role-based dashboards to streamline IT operations and reduce human error.
However, with the rise of hybrid work models, flexible roles that adapt to project-specific needs are becoming essential.
For instance, temporary access roles can cater to contractors, ensuring that permissions align with project timelines without compromising system integrity.
For more tips on implementing effective role structures, kindly check “User Management in SaaS Applications: Best Tips to Follow.”
Permissions in SaaS Applications
Permissions in SaaS applications regulate what users can do within a system, forming the core of access control mechanisms.
Unlike roles, permissions are more granular and often tied to specific actions such as viewing, editing, or deleting data.
For example, in a SaaS platform managing billing, permissions might separate the ability to generate invoices from accessing sensitive financial data.
This emphasises the value of precise control over user actions, especially in sectors handling critical data, such as healthcare or finance.
The permission framework typically operates on three levels: system-wide permissions, feature-specific permissions, and data access permissions. That’s why effective permissions rely on three pillars:
- Customizability, allowing unique configurations for diverse teams;
- Scalability, enabling adjustments for growing organizations;
- Integration, ensuring seamless compatibility with existing tools.
That’s why Octobits simplifies this process by combining centralised dashboards with automated permission updates.
Also, we need to consider how SaaS user account management needs to balance access and control—research shows that 91% of SaaS companies now specify value/benefits gained by consumers as the basis for defining product access and capabilities.
Modern SaaS tracking reveals that companies primarily use tiered permission structures; 54% implement tiered pricing and access models, while 27% use hybrid models based on tiers.
This approach allows for appropriate permission levels based on customer needs and usage patterns.
Modern SaaS tracking solutions now integrate adaptive permissions, using AI to flag unusual activities and adjust access in real time.
For instance, if a user tries to access restricted data outside working hours, the system can temporarily suspend their permissions until manual verification.
Looking ahead, permissions are expected to move towards more predictive models, where historical user behaviour informs access control.
This evolution will ensure tighter security and align with the growing complexity of SaaS environments, reducing risks while enhancing operational efficiency.
Understanding “User Management SaaS Types and Method” can help your business align permission models with user needs effectively.
Best Practices for Managing Roles and Permissions
The best practices for managing roles and permissions in SaaS user account management start with understanding your customer base.
54% of SaaS companies implement tiered pricing and access models, while 27% use hybrid models based on tiers.
This tiered approach to managing user accounts primarily focuses on pricing and influences how companies structure access to product features and capabilities.
Different service tiers allow companies to cater to a wider range of customer needs and budgets.
This tiered approach can be extended to role and permission management.
Companies can and should assign specific roles and permissions to different tiers to ensure that users can only access the information and tools they need to perform their jobs.
This improves security and streamlines the user experience.
A customer service representative should only have access to customer support tickets and knowledge base articles, not sensitive financial information.
This allows them to address customer issues effectively without being overwhelmed by unnecessary data.
To learn how to face the future with confidence, kindly read “Best User Management SaaS for B2B Business in 2024.”
However, it is important to note here that tiered permission structures are not a one-size-fits-all solution.
Companies may need to implement more granular permission models to accommodate specific roles and workflows. This is where SaaS user management software can be particularly helpful.
These platforms often offer role-based access control (RBAC) features, which allow administrators to define roles and permissions based on job function, department, or other criteria.
RBAC simplifies user permissions management, especially in large organisations with complex hierarchies.
Furthermore, 91% of SaaS companies specify the value/benefits consumers gain to define the price of SaaS solutions.
This suggests a strong emphasis on value-based pricing in the SaaS industry. This same principle can be applied to user management.
By understanding the value different users derive from various features and capabilities, companies can tailor access levels to maximise customer satisfaction and encourage the adoption of higher-tier plans.
For instance, a company could offer a basic tier with essential features accessible to all users, while higher tiers unlock additional functionalities or increase usage limits for specific roles.
This approach allows companies to balance providing value to customers and protecting their revenue streams.
Learn more about driving customer retention with “Top SaaS Account Management Practices to Maximise Customer LTV.”
How Octobits Can Help in Your SaaS User Account Management
We believe effective SaaS user management should simplify IT operations, not complicate them.
That’s why we created Octobits, a centralised SaaS user management platform that integrates with major IT vendors, such as Microsoft 365, Azure, AWS, CrowdStrike, and Proofpoint, into a single dashboard.
We do this through an all-in-one dashboard that consolidates billing information, creates comprehensive reports, and manages alerts across your IT systems.
By bringing together device management, billing tracking, and reporting in one place, teams can work more efficiently with a single login.
We understand that managing multiple IT services can be overwhelming. You need clear visibility and control.
This is why our platform gives IT managers and MSPs complete oversight of devices, billing details, and system alerts—all accessible from one central hub.
Until December 2024, you can try these features completely free and experience how streamlined SaaS account management can be.
In Closing
With well-defined roles and granular permissions, businesses can enhance security, streamline workflows, and foster customer satisfaction.
Tools like Octobits exemplify the power of centralised platforms, making it easier to manage billing, reporting, and access controls across complex SaaS environments.
As SaaS tracking reveals, organisations that prioritise collaboration and adapt to evolving needs see significant gains in customer retention and spend.
By integrating predictive models and value-based strategies, companies can future-proof their operations and align user access with both business goals and customer expectations.
So, a robust approach to SaaS user account management not only ensures operational efficiency but also builds a foundation for sustained growth and customer trust.
References:
- Curiskis, S., Dong, X., Jiang, F., & Scarr, M. (2023). A novel approach to predicting customer lifetime value in B2B SaaS companies. Journal of Marketing Analytics, 11, 587–601. https://doi.org/10.1057/s41270-023-00234-6
- Gartner. (2022). (Re)building key account programmes for growth. Gartner for sales Leaders. Retrieved from https://www.gartner.com/en/documents/4007210
- Saltan, A., & Smolander, K. (2021). How SaaS companies price their products: Insights from an industry study. In E. Klotins & K. Wnuk (Eds.), ICSOB 2020, LNBIP 407 (pp. 1–13). Springer Nature Switzerland AG. https://doi.org/10.1007/978-3-030-67292-8_1
