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Grit · 3 min · Oct 5, 2026
Vercel runs support, BDR and RevOps with agents
Jeanne Grosser
Joubin MirzadeganHost · Partner, Kleiner Perkins
Took Palo Alto Networks' cloud business from $2M to $50M+ ARR in a year.
About this segment
Jeanne explains how Vercel resolves 91% of support with an in-house agent and leans on agents for outbound, qualification and data questions. Sales quotas rise instead of headcount.
From “How Vercel Is Rethinking Go-to-Market With AI | COO Jeanne Grosser”, Oct 5, 2026. Watch the full episode
Thanks. We'll look at and fix what's off.
“the remaining support team that we have really is now finding legitimate problems in the product and then working really closely with the engineering”
Takeaways
- Remaining support staff find product bugs and write PRs
- Data science agent answers what used to go to RevOps
- Quotas rise every six months instead of adding reps
In this episode
Full episode- 13:30Never accept a founder's forecast without the pipeline math3:24
- 16:31Build an operating model to show what must be true3:39
57:49Vercel runs support, BDR and RevOps with agents2:36
Transcript
Transcribed by machine (Whisper) from the episode’s audio, so a word may be off here and there.
- 58:01
It's a lot of support volume, as you'd expect, and 91% of it, we resolve with an agent. Similarly, all of our inbound is with an agent. A homegrown agent? Mm-hmm. Yeah. It's like our own in-house CRF. Mm-hmm. A lot of outbound, you know, we do with an agent. All the inbound qualification is done with an agent. So those teams are a lot leaner, and then the function becomes much more interesting. So like the remaining support team that we have really is now finding legitimate problems in the product and then working really closely with the engineering or in some cases it's a technical support team like writing PRs to go fix things versus turning through tickets.
- 58:45
Same in like BDR, either they're doing much more complex prospecting into enterprise or we're using the function more for like hypothesis testing on a new player or messaging, et cetera. So those are leaner. Our RevOps org, I would say, is also leaner. Given everything we'd be able to do, we have a great data science agent that like, I mean, you can ask it anything you would have sent to RevOps. Um, like, so that, that team, I would say is a lot leaner and efficient than I, I've seen or than we had in prior lives. Um, you know, even sales, like we've raised quotas every six months that I've been at Vercel. Part of that is product maturity, market readiness. So I wouldn't say that's all like AI efficiency gains, but like, you know, our, our head counter revenue ratio continues to rise meaningfully.
- 59:42
As opposed to just adding more feet to the street with the same quota capacity. Yeah, exactly. I mean, historically, that's more or less been what, you know, sales forces will do is just, you know, whatever your number is, it's a million bucks a head. 10 more million dollars i'll get 10 more heads yeah um you know we're now able to say okay i want 10 million but i can take the million bucks to a million five and so now i you know don't need 10 and do the sales people riot it riot about it uh well i when you're have an exponential growth