SaaStr

AUGUST 18, 2024

Massimo Arrigoni, CEO of Beefree, and Enrica Lipari, the People and Culture Director of Beefree’s parent company, Growens, share 5 secrets to a high employee retention rate. Let’s Start with Some Context Beefree passed $10M in ARR in 2022. In 2023 and beyond, they’re still growing in double digits.

Retention 317

Retention Scale Company Culture Leadership 317

SaaStr

OCTOBER 6, 2023

But in 2022, they were growing 100% annually: The impacts aren’t even, however. Still growing, but relying a lot on upsell and retention. Almost everyone: The post The Cloud 100’s 2023 Growth Rate Has Plummeted From 100% in 2022 to 55% Today. Now that’s still pretty darn impressive at $100m+ ARR.

Cloud 294

Cloud Forecasting Retention SaaS 294

SaaStr

AUGUST 25, 2022

We wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2022. The post Thanks to A-LIGN, Ada, Appcues, Duda, and Maxio for Sponsoring SaaStr Annual 2022! At the 8th ever SaaStr Annual, ~200 of the best and hottest companies on earth will go BIG as partners/sponsors. appeared first on SaaStr.

Cybersecurity 275

Cybersecurity Scale compliance Payment Features 275

SaaStr

JUNE 24, 2022

Make sure you focus as much on logo retention as on NRR. Tweak your comp plans now to make sure you get the results you want for 2022. More here: 15 Ways to Help Your Sales Team in 2022. #12. The post 16 Ways to Level Up in 2022 with SaaStr Founder Jason Lemkin (Pod 567 + Video) appeared first on SaaStr.

Sales Recruiting 288

Sales Recruiting Sales Hiring Scale Customer Success 288

SaaStr

SEPTEMBER 8, 2022

We wanted to give a special shout-out to some of our newest sponsors for SaaStr Annual 2022. Intellum is an Atlanta-based learning technology company that combines the best of customer experience with customer education to help large brands and fast-moving companies increase revenue, improve customer retention and decrease support costs.

SaaS Payments 246

SaaS Payments Payment Services PayFac as a Service Marketplace as a Service 246

SaaStr

MAY 27, 2025

But the past few years, since the 2022 slowdown, we’ve grown concerned. Time-to-Value Drives Retention The faster you can deliver value to a customer, the more likely they are to stick around. Don’t Shortchange Second-Order Revenue. Heres why onboarding is so critical. Especially in the Age of AI: 1.

AI 179

AI Onboarding Customer Success Scale 179

Tom Tunguz

FEBRUARY 26, 2025

” The company grew from $15M in ARR to more than $1B with this model, consistently achieving better than 130% net dollar retention. With this model, Twilio maintained contracted revenue at less than 50% of ARR while achieving industry-leading retention metrics.

SaaS Payments 283

SaaS Payments Pricing Strategy Scale 283

SaaStr

AUGUST 4, 2022

— Jason 2022 SaaStr Annual Sep 13-15 Lemkin (@jasonlk) August 3, 2022. Take a look at our deep dive with CEO Henry Shuck from 2022 SaaStr Europa here: #2. — Jason 2022 SaaStr Annual Sep 13-15 Lemkin (@jasonlk) August 3, 2022. — Jamin Ball (@jaminball) August 4, 2022. And inflation is awful.

Venture Capital 329

Venture Capital AWS Cloud Scale 329

SaaStr

JUNE 3, 2022

— dharmesh (@dharmesh) January 21, 2022. In the run-up to SaaStr Annual 2022 on September 13-15 , we wanted to look back at some of the highest-rated SaaStr sessions of all time, since the first SaaStr Annual in 2015. If you want to grab 20% off SaaStr Annual 2022 tickets, grab ’em here.

CTO 317

CTO Retention Startup Scaling 317

Intercom, Inc.

AUGUST 24, 2022

We’re excited to announce that registration is now open for New at Intercom , our virtual fall product launch event which takes place on October 12th, 2022 at 8am PT/4pm BST. Now more than ever, customer retention is the key to a thriving business ”. Now more than ever, customer retention is the key to a thriving business.

Innovation 191

Innovation Retention Engagement Engineering 191

SaaStr

NOVEMBER 6, 2022

SaaStr 604: SaaStr CRO Confidential Presents How to Fundraise in Late 2022 with SaaStr CEO and Founder, Jason Lemkin. SaaStr CRO Confidential: How to Raise in Late 2022 with Jason Lemkin and Sam Blond of Founders Fund. How to Build a Super High-Retention Sales Team | Twilio SVP & GM Alice Katwan. Top Podcasts This Week: 1.

Sales Recruiting 298

Sales Recruiting Compensation Cloud Retention 298

SaaStr

JANUARY 12, 2024

We still want to drive retention and growth and make money. No one would disagree that retention and expansion are important. Prediction #1: GRR and NRR Make a Mild Comeback GRR (Gross Revenue Retention) and NRR (Net Revenue Retention) have been hard for many companies over the last year or so. The world has changed.

Sales Hiring 323

Sales Hiring Customer Success Scale AI 323

Intercom, Inc.

NOVEMBER 30, 2021

Adopting the right strategy will help you scale your personalized support without scaling your costs, which will have the knock-on effect of increasing your customer satisfaction (CSAT) and customer retention. It can also shift the outdated business perception of your support team from a “cost center” to a core value driver.

Technical Review 249

Technical Review Customer Support Payment Methods Payment Solutions 249

ChurnZero

JUNE 24, 2022

2022 continues to be a grave reminder that change is constant. In our webinar, 2022 SaaS retention benchmarks , SaaS Capital Manager Director Rob Belcher shares the results from their 11th annual B2B SaaS benchmarking survey. Is usage-based driving all of that NRR and actually gross retention is 70%? A [Rob]: We do both.

Benchmarks 98

Benchmarks Retention Software Review Technical Review 98

SaaStr

DECEMBER 15, 2022

Today, we’re giving you #12-#1 of our top podcast episodes of 2022! SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. #10. The post SaaStr’s Top Podcast Episodes of 2022 (#12-#1): Datadog, Twilio, Gainsight, ZoomInfo, and More!

Scale 163

Scale SMB Innovation Scaling 163

SaaStr

JUNE 1, 2022

— Aaron Levie (@levie) May 26, 2022. multi-product) momentum drove a Net Retention Rate of 111%, up 8% basis points from 103% a year ago. #2. — Aaron Levie (@levie) May 26, 2022. Sorry for the delay man! 5 Interesting Learnings: #1. Growing 18% at $1B in ARR — versus just 10% a year ago (!). Suite (i.e.

Scale 300

Scale Scaling Enterprise Revenue 300

SaaStr

NOVEMBER 15, 2022

In 2022, founders and investors must be ready to pivot strategy at any moment. This can be thought of as the metric monolith, and historically, VCs would memorize and make decisions based on these thresholds: Net Retention = 120% +. Gross Retention = 90% +. The Evolution of Language For SaaS Business. Gross Margin = 70% +.

Metrics 278

Metrics Machine Learning Artificial Intelligence Technical Review 278

SaaStr

OCTOBER 18, 2023

After decades running SaaS companies, it was time for a break in 2022, and Josh eventually stepped down as CEO. 30% of the Sales Team Churned in 2022. Domo’s logo retention is pretty good, but it’s struggling on the upsell and to grow accounts. But then … things slowed down, to 5% a year at $360 million in ARR.

Entrepreneurship 306

Entrepreneurship Enterprise Pricing Churn 306

SaaStr

DECEMBER 6, 2023

A Slight Dip in NRR in 2022, But They’ve Fully Bounced Back Workiva saw some NRR dip in 2022, but they’ve bounced back in 2023. But what is very enterprise and top-tier is their customer retention, at 97% GRR. We all now know how important second products can be to driving up NRR. Workiva has nicely broken it out for us.

compliance 305

compliance Engineering Scaling Enterprise 305

SaaStr

SEPTEMBER 3, 2023

The magic of a SaaS model is: Very high logo retention. Net dollar retention is ideally over 120%. The public markets love this trifecta of 90% logo retention, 80% gross margins, and 120% net revenue retention. But then 2022 hit, and things changed for some companies. Over 90% stay each year. High gross margins.

Sales Hiring 279

Sales Hiring Headcount Finance Technical Review 279

SaaStr

OCTOBER 28, 2022

Conversations about the state of the SaaS market in 2022 are everywhere, and it can seem overwhelming for entrepreneurs and business leaders to make sense of everything. However, the 2022 economic climate has sharply steered investors in the opposite direction. The 2022 Economic Climate, Barriers to Growth, and Recruitment.

Sales Recruiting 264

Sales Recruiting Sales Hiring Leadership Interviewing 264

SaaStr

MARCH 18, 2025

They use AI for price discoverability and optimization, with a setup that drives annual retention. The bar has risen significantly from the “growth at all costs” mindset of 2021-2022. Final Thoughts The AI space is well-funded but still maturing.

Technical Review 192

Technical Review Artificial Intelligence AI Marketplace as a Service 192

Intercom, Inc.

MARCH 28, 2022

According to the International Data Corporation (IDC) , 65% of global GDP will be digitalized by 2022, and investment in digital transformation (DX) continues to grow. “Technology capabilities were one of the key factors of business success during the height of the COVID-19 pandemic”. This trend shows no signs of slowing down.

Scale 228

Scale Engagement Technical Review Business 228

Clouded Judgement

MARCH 10, 2023

It sounds like most are guiding as if there’s no improvement to consumption trends coming throughout the full year.

Cloud 244

Cloud Trends Payment Features Subscription 244

SaaStr

MAY 1, 2022

Are You Fundable in 2022? SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. 10 Rules for Defining Churn with SVP of Customer Success & Retention at Solarwinds, Andrea Webb, and SVP of Commercial Strategy & Operations at ForgeRock, Tim Willey.

Sales Hiring 264

Sales Hiring Leadership Innovation Retention 264

SaaStr

SEPTEMBER 20, 2023

The Macro Impact On Public Cloud Software Over The Past Year Cloud stocks dropped in 2022 in a severe market pullback event that Bessemer Venture Partners call The SaaSacre. While 2022 was a gloomy year, the skies are parting in 2023. The average growth rate in Cloud100 in 2022 was 100%, and this year it fell to 55%.

Cloud 312

Cloud Payments Software Review Payment Solutions 312

Groove HQ

MARCH 24, 2022

Get free templates and examples of customer support emails that wow customers, improve retention, and enhance brand reputation. The post 2022 Guide to Support Email Templates & Examples appeared first on Groove Blog.

Customer Support 119

Customer Support Retention Branding 119

Kellblog

OCTOBER 30, 2022

Forecast 2022 ARR growth of 36%, so they’re planning to accelerate. Net dollar retention (NDR) of 109%. The post Key Takeaways from the 2022 KeyBanc SaaS Metrics Survey appeared first on Kellblog. That said, let’s meet the Joneses , who have median: ARR growth of 31%, lower than I’d hope. blended, 1.8

Metrics 144

Metrics SaaS Benchmarks Churn 144

Intercom, Inc.

DECEMBER 28, 2022

We’ve made it to the end of 2022 – 12 months in which everything changed for the tech industry. In this post, the Intercom Content Team picks our highlights from a busy 2022 – we published over 150 pieces of content, including guides about customer support and customer retention. Well that was quite the year.

Technical Review 118

Technical Review Scale ChatGPT Innovation 118

SaaStr

NOVEMBER 11, 2022

At the end of Day 3 of SaaStr Annual 2022, Jason opened up the mic for an AMA. But as time went on, we shared lessons, what best practices were in customer success and revenue retention and all these things are, right. This episode is the first half of the session. In this episode, Jason discusses: Breaking rules. Setting goals.

Outsourcing Services 243

Outsourcing Services Banking CTO Hire New CTO 243

SaaStr

MARCH 23, 2022

jasonlk) March 21, 2022. In some cases, Big Tech Companies take across-the-board retention more seriously, especially the first year after an acquisition And some of your team might much prefer the perks of Big Co life. SaaS is Back!! pic.twitter.com/jFqQ6zRz6A. — Jason BeKind Lemkin #???????????? It’s not the same.

CTO 355

CTO Acquisition Cloud Scaling 355

SaaStr

MAY 10, 2024

Deals pushing into next quarter Deal close and upgrade rates under pressure Larger deals are taking longer They aren’t planning on it getting any easier through the end of the year But GRR and retention is consistent, even if NRR at 102% is down from the 110% peak a few years ago. I.e., folks aren’t churning or leaving.

B2C 289

B2C Mobile B2B Payment Features 289

Tom Tunguz

FEBRUARY 13, 2023

For fiscal 2022, large customers represented 61% of total revenue compared to 54% of total revenue in 2021 and 46% in 2020… Overall NDR fell, but enterprise spending remains steady. The enterprise segment outgrew the company’s average growth rate by 8 percentage points.

Cloud 243

Cloud Azure Headcount Software Review 243

Intercom, Inc.

FEBRUARY 10, 2022

If you help and encourage your team, they can drive retention and expansion, and you’ll see the benefits in your bottom line. At Intercom, I’ve seen the best retention levels of any customer support team I’ve ever worked with because we don’t work on this repetitive, long wait time, constant stream of angry customers.

Customer Support 211

Customer Support Trends Technical Review Headcount 211

SaaStr

NOVEMBER 8, 2023

Expecting NRR to Fall Below 90% This Year, From 104% in 2022. Logo retention isn’t down much, it’s just customers are looking to cut, cut, cut back their spend, via fewer seats and less upsell. #5. In Q3, they closed 200 $100k+ customers, multiple $1M+ deals, and a $15m TCV deal. #4. This is the big drag on ZoomInfo.

Scale 293

Scale Cloud Scaling Payment Features 293