SaaStr

JUNE 18, 2025

Net Retention Compression: From 122% to 106% The Numbers : NRR dropped from 122% (Q2 FY23) to 106% (Q1 FY26) – a 16 point decline over 3 years The Learning : Plan for 4-6 points of NRR compression annually once you hit $1B+ ARR. Okta’s proving that mature SaaS can deliver 25%+ operating margins while maintaining growth.

Scale 203

Scale Headcount Outsourced Development Operational efficiency. 203

Intercom, Inc.

SEPTEMBER 8, 2021

Now, it’s taking center stage as the value driver it truly is , enabling businesses to build lasting relationships with their customers, drive increased operational efficiency, and influence better customer satisfaction and retention. Driving increased customer satisfaction and retention. Here’s how they’re doing it.

Scale 237

Scale Headcount Mobile Communication 237

SaaStr

MARCH 15, 2024

If you try to mine too aggressively from free until they’re paid and before you have that engagement, you will pay for it on the other side with quality and retention. His focus is not on operational efficiency but on operational proficiency. PLG isn’t for everybody, but if you do it, free is a component. Who Owns Free?

AI Search 273

AI Search SaaS Advertising Sales Hiring 273

Valuize Consulting

DECEMBER 17, 2024

Getting it wrong impacts your Net Revenue Retention (NRR) performance, customer experience, and operational efficiency. These variables shape the differences in the type and amount of CSM involvement required for each account profile to drive successful adoption, retention, and expansion, despite the similarity in ARR value.

Technical Review 52

Technical Review Systems Review Headcount Scale 52

SaaStr

MARCH 7, 2023

Many of them said headcount management and spend were common levers they pulled, given the immediate and significant impact they have on spend. What are companies doing today to scale efficiently? Some other strategies for creating a more efficient go-to-market are: Adjusting pricing and contract terms with customers.

Outsourcing Services 176

Outsourcing Services Scaling Venture Capital Forecasting 176

ChurnZero

DECEMBER 2, 2022

Alli: Customer employee headcount aligned well for us with contract value and customer revenue. We want our CSMs focused on adoption, optimization, and retention. Many CS leaders struggle with knowing the right headcount they need to run their operations efficiently while avoiding CSM burnout.

Headcount 98

Headcount Underperforming Technical Team Scale Outsourced Development 98

OpenView Labs

MARCH 10, 2019

Over this time, our headcount has grown by over 10x, and our revenue has grown by over 60x. Focusing on Customer Success from the very early days of Typeform has been instrumental in improving both retention and acquisition, and has played an important role in our overall achievements. The challenge was retention.

Scale 93

Scale Customer Success Scaling Sales Hiring 93