Chili Piper customer story

“Having a flexible foundation means we can adapt our pricing strategy quickly instead of being boxed in by systems.”

Scott Haney
Director of Operations

Company

Chili Piper is a leading inbound conversion platform that helps revenue teams automate meeting booking and lead routing to accelerate pipeline growth.

chilipiper.com

Headquarters

New York, NY

Industry

SaaS

Key features

“For what we need, Nue is a 10.”

Scott Haney

Director of Operations, Chili Piper

How Chili Piper Unified PLG and SLG Into One Seamless Revenue Engine

Like many fast-growing SaaS companies, Chili Piper hit the limits of legacy CPQ and billing. Their systems couldn’t support a hybrid go-to-market model.

Chili Piper made Nue the backbone of its revenue operations. In just 12 weeks, they:

Replaced fragmented legacy tools with one unified revenue platform.

Automated complex pricing and discounting logic across every product combination.

Seamlessly managed seat expansions, reductions, and product swaps mid-contract.

Unified PLG & SLG into a true omnichannel revenue model, allowing customers to buy anywhere while finance sees clean, consistent ARR/NRR.

What happens when customers expect instant self-service but your business still has to handle the complexity of enterprise sales?

That was the challenge facing Chili Piper, a revenue acceleration platform that helps B2B teams qualify, route, and book meetings with inbound leads.

Chili Piper’s self-service customers need the flexibility to start trials, add seats, and renew contracts directly in the product. Their enterprise buyers expect support from sales reps for multi-year agreements, reseller pricing, and mid-term changes.

Across both motions, Chili Piper needed accurate reporting, flexible packaging, and seamless integrations to keep the business running smoothly.

Chili Piper didn’t settle for running two motions in parallel. They made the bold decision to unify self-service and direct sales on a single foundation while also tackling the complexity of pricing, packaging, and reporting that holds many SaaS companies back.

The vision was ambitious. To deliver, Chili Piper had to move away from legacy tools to an enterprise-grade platform that could handle every side of the business.

“We were handicapped to adapt our pricing strategy and our sales-led motion,” said Scott Haney, Chili Piper’s Director of Operations. “Reps were stuck calculating discounts in spreadsheets, and we couldn’t deliver the kind of self-serve experience customers were demanding.”

Why Chili Piper Chose Nue

Chili Piper’s previous quote-to-revenue platform couldn’t support the complexities of a hybrid go-to-market strategy. Deals didn’t reconcile cleanly, co-terming was difficult, ARR reported “really weird numbers”, and self-service couldn’t support changes like reducing seats or switching from monthly to annual contracts.

The team knew they needed a platform that was flexible, API-first, and built for hybrid motions. Nue emerged as the best option: enterprise-grade quoting and billing, combined with seamless product-led self-service.

Today, Chili Piper runs both direct sales and self-service on the same foundation. Nue CPQ powers quoting, Nue Billing connects across Salesforce, Stripe, QuickBooks, Avalara, and RightRev, and through Nue’s APIs, Chili Piper’s customers can trial, upgrade, downgrade, or renew, and it’s managed in one omnichannel system.

Putting the Platform to Work

Chili Piper made Nue the backbone of its entire revenue operation.

The challenge wasn’t just going live. It was managing the complexity of modular pricing and packaging at scale. Chili Piper sells across multiple products with pricing that shifts depending on product combinations, seat counts, and contract terms. Legacy systems forced reps into spreadsheets, slowing deals and creating costly errors.

Automating pricing and packaging. With Nue, that complexity is handled automatically. Pricing and discounting logic is built into the platform, giving account executives and customers confidence that the math is always right.

Supporting change at any stage. Mid-term changes, such as seat expansions, reductions, or product swaps, are processed seamlessly with Nue. Continuity is never broken, and reporting remains accurate.

Enabling seamless transactions. Chili Piper also introduced a “buy now” flow: a rep can start a quote, and the customer can finish the transaction in self-service without delay.

One omnichannel revenue model. Products, pricing, and packaging are built once, maintained in a single system, and instantly reflected across every channel. Customers can start with a free trial, expand through an AE, or later add products via a reseller.

Flexibility with control. Chili Piper decides which products, discounts, and changes are exposed in self-serve versus reserved for reps. Sales teams manage complex deals without friction, and finance sees clean ARR and NRR across all motions.

How Chili Piper Went Live in 12 Weeks

Disciplined execution, clear ownership, and capabilities available out of the box.

What does it take to launch self-serve and direct sales motions in just 12 weeks?

Haney said the keys to success were a combination of disciplined execution, clear project management, “getting the right people in the room, and staying consistent with our cadence.”. Ownership roles were defined, and regular meetings with the Nue team kept the project on track.

Just as importantly, many of the capabilities Chili Piper needed — from complex pricing to flexible contract management — were available out of the box using Nue. That means the team can move fast without relying on heavy customization, while embedding self-service APIs directly into the product without lengthy development cycles.

The rollout wasn’t handled in a silo. Finance, account managers, and account executives were trained early and encouraged to provide feedback, ensuring the system was trusted from day one.

“This is the best onboarding of any tool I’ve had, and it’s not even close,” Haney said.

The Outcomes That Matter

Chili Piper has shown what happens when SaaS companies stop treating self-serve and direct sales as separate entities.

“For what we need, Nue is a 10,” Haney said. That perfect score reflects how Nue supports both ends of Chili Piper’s go-to-market strategy.

Empowering Customers Through Self-Service

Chili Piper has enabled customers to manage their lifecycle directly within the product, allowing them to sign up for trials, upgrade seats, make mid-term changes, and handle renewals without waiting for an account executive. Sales reps don’t need to spend time on tasks that customers can do themselves, allowing them to focus on higher-value activities.

Flexibility in Sales-Led Deals

Under their previous system, Chili Piper’s sales reps were forced to use spreadsheets to fill gaps, calculating discounts manually and fixing mismatched invoices. Sales reps can manage co-terming, reseller pricing, and multi-year contracts directly in Nue, freeing them to focus on closing deals rather than troubleshooting errors.

Clarity for Finance and Leadership

Metrics such as ARR and NRR are now clean, consistent, and accurate across the entire business. The leadership team has real-time visibility, and account managers, whose compensation is tied to net revenue retention, finally have data they can trust.

“Our CEO wants very clear insight into important board metrics,” Haney said. “Here’s how much [sales] we have in these products and where we’re growing. We also want to make sure we’re on top of invoice collections, which is now easy and clear.”

What’s on the Horizon

Chili Piper’s next step is expanding collections by adopting Nue Collections, which will bring more of the billing process onto a unified foundation. Chili Piper plans to roll out usage-based products, adding new dimensions of complexity to its go-to-market strategy.

The team is also focused on expanding its product catalog to support more complex offerings. This includes using Nue’s bundling capabilities to package products more flexibly and expanding the catalog to include recurring and usage-based products.

“Having a flexible foundation means we can adapt our pricing strategy quickly instead of being boxed in by systems,” Haney said.

A New Model for SaaS Growth

Chili Piper’s partnership with Nue reflects a major shift in SaaS: customers expect instant access when they know they need it, but expert guidance when deals are complex.

Most SaaS companies accept silos between PLG and SLG. Chili Piper proved it doesn’t have to be that way. If you’re ready to unify your revenue engine, it’s time to see what’s possible with Nue.