SaaStr

JUNE 25, 2025

Company Snapshot: Founded : January 2014 (11 years) Current ARR : $1.09B+ (Q1 FY2025) Growth Rate : 39% YoY ARR growth, 47% revenue growth NPS Score : 80 (exceptionally high for enterprise software) Net Revenue Retention : 133% (as of Jan 2024) Customers : 2,246 customers with $100K+ ARR contracts IPO : April 2024 on NYSE (RBRK) at $5.6B

Cybersecurity 186

Cybersecurity AI Scale CTO Hire 186

TechEmpower SaaS

JULY 31, 2023

When talking to startup founders or other innovators, we always ask questions to better understand their business as a core. R : Retention - Do they come back & re-visit over time? The metrics, and how they relate, are captured in his slide: Note the relationship between retention/referral efforts and lifetime value.

Metrics 390

Metrics Startup Scale New CTO 390

SaaStr

NOVEMBER 19, 2024

Customers you have a bond with will give you positive reviews on G2, become your reference customers, share their success stories, and work together with you on product innovation. Organizations that invest heavily in customer success earlier see much higher customer retention and loyalty than the competition.

Customer Success 278

Customer Success Scaling Social Media Enterprise readiness 278

SaaStr

DECEMBER 5, 2024

Success requires: AI-driven innovation Laser-focused value propositions Rapid time-to-value strategies By understanding and adapting to these emerging AI trends, go-to-market teams can transform these trends into opportunities for growth and customer retention.

AI 268

AI Software Data SaaS 268

SaaStr

MAY 21, 2025

Net Dollar Retention Hit 124% – Signs of Long Team Durable Growth Palantir’s net dollar retention rate of 124% in Q1 2025 indicates that existing customers are significantly expanding their usage year-over-year. This vertical focus aligns with broader trends in re-industrialization and supply chain resilience.

Artificial Intelligence 154

Artificial Intelligence Government AI Benchmarks 154

SaaStr

JUNE 28, 2025

The diversity demonstrates the breadth of enterprise software innovation ready for public markets. This pipeline represents over $200 billion in combined enterprise value, with companies spanning critical infrastructure, productivity tools, security, and financial services. HubSpot, Box, Shopify).

Payments 174

Payments SaaS Payments Payment Services AI 174

SaaStr

MARCH 9, 2025

Don’t fix what isn’t broken : When something in your app already works well and delights users, don’t force AI into it just for the sake of innovation. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 190

AI Scale Education User Experience 190

SaaStr

DECEMBER 29, 2021

We have a dollar-based gross retention rate of 97% and it’s in part because of our open core model. The post How To Innovate Faster with Community: Insights From Co-creating Product with Community with GitLab CEO Sid Sijbrandij (Podcast 512 and Video) appeared first on SaaStr. At GitLab, we run on an open core business model.

Innovation 246

Innovation Business Model Banking Scale 246

SaaStr

MAY 9, 2025

While competitors innovated, our vendor’s product remained frozen in time. If you’re bleeding customers and fighting for retention, here’s how you can engineer your own resurrection. ” Customers who complain are actually giving you a roadmap to retention. It was OK, but it was what everyone used.

Social Media 165

Social Media Outsourced Development Interviewing Retention 165

ChurnZero

JUNE 6, 2025

In 2025, the top customer leaders are engineering retention by building systems that detect risk early, reinforce value continuously, and empower every team member to act. Shifting your team’s mindset to proactive customer retention is a major shift, but the good news is that you can start now. 4: Strategy: Prioritize NRR.

Retention 52

Retention Strategy Benchmarks AI 52

SaaStr

NOVEMBER 26, 2019

10m ARR 100%+ growth 110%+ net revenue retention. And have 110%+ net retention. What matters is your momentum after $10m ARR, and not just the raw momentum (top line growth), but your momentum in retention. And now we know almost all the top SaaS leaders have 110%+ net revenue retention: PagerDuty, 139% net revenue retention.

Retention 296

Retention Innovation Revenue SaaS 296

SaaStr

FEBRUARY 10, 2025

Conclusion Apollo.io’s transformation from a sales-led to a product-led growth model represents a comprehensive reimagining of their business approach.

Scale 154

Scale Scaling Outsourced Development Sales 154

Blulogix

MARCH 24, 2025

By BluLogix Team AI Billing Innovations, Usage-Based Pricing, Credits, and Prepaid Models AI Billing Needs a New Approach Unlike traditional SaaS, AI products often require real-time metering and consumption-based pricing. As AI adoption scales, we can expect even more innovative approaches to monetization.

AI Search 59

AI Search Payments Innovation AI 59

SaaStr

APRIL 14, 2020

And setting different goals for sales and retention for each segment: Growing. And retention should remain close to pre-Covid 19 rates. Logo retention will take a small hit, revenue retention a higher one. Set an aggressive goal for logo retention in the Struggling segment — not much lower than before.

Scale 319

Scale Sales Healthcare Retention 319

Sales Hacker

FEBRUARY 7, 2025

Early customers are often innovators and tech enthusiasts willing to try new solutions, even if the product is incomplete or buggy. Companies at this stage must demonstrate that their product is not only innovative but also reliable and capable of delivering tangible value to a broader audience.

Pricing 106

Pricing Scale SaaS Technical Review 106

Clouded Judgement

JANUARY 24, 2025

However the pace of innovation in large language models is extraordinary. The pace of innovation is crazy at the leading AI labs, so I wouldn’t count this out! That’s because their training data, while vast, may lack the level of granularity found in specialized enterprise environments.

Enterprise 157

Enterprise AI Cloud Artificial Intelligence 157

TechEmpower SaaS

DECEMBER 11, 2023

Our blog post 53 Questions Developers Should Ask Innovators has a list of questions any good development team would ask. Client Retention: Do they have repeat or long-term clients? Inquisitiveness: Prior to starting the project, you should receive an estimate of the work effort. How do they handle hosting and support?

Software Development 443

Software Development Development Software Review Software 443

USIO

FEBRUARY 14, 2025

Transparency in financial transactions correlates with higher vendor retention rates. By leveraging innovative solutions like those offered by Usio, businesses can transform their payment systems and set the foundation for enduring vendor relationships. This level of clarity reduces uncertainty and builds trust.

Payment Services 130

Payment Services Payment Methods Payment Solutions Payments 130

Payrix

NOVEMBER 13, 2024

Software companies that offer Embedded Finance see not only a rise in customer retention but also new revenue streams. As your platform explores the potential of Embedded Finance, consider these insights to drive innovation and elevate the value you provide to your users. Download eBook

Payments 130

Payments Finance Payment Solutions SaaS Payments 130

SaaStr

MARCH 1, 2024

The Pace of AI is Increasing Dramatically Something ground-shifting has been happening over the last five years — the pace of innovation. If we project out and keep the pace of innovation, think about what will happen in the next five years. In the application layer for startups, many face challenges that boil down to retention.

Generative AI 286

Generative AI Outsourcing Services AI Software Review 286

SaaStr

APRIL 24, 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. Top Podcasts This Week: 1.

Sales Hiring 286

Sales Hiring Revenue Scale SMB 286

User Pilot

APRIL 3, 2024

Are you being innovative in your product? Product-led innovation focuses on creating the best product for your customers. TL;DR Product-led innovation emphasizes improving the product to attract customers, reducing reliance on marketing for growth. A diagram showing how product-led growth works for product-led innovation.

Innovation 104

Innovation Payments Strategy Payment Solutions 104

Chargebee

APRIL 18, 2024

Chargebee’s London-based user conference, beelieve, hummed with excitement as it united trailblazers and innovators from the subscription and revenue growth sector. Let’s explore the winners in each category, highlighting their exceptional contributions to efficiency, transformation, retention, revenue growth, and leadership.

Innovation 116

Innovation Leadership Payment Features Subscription 116

Totango

MAY 17, 2024

CS professionals have a choice: Embrace AI and harness its potential to drive innovation and growth, or remain hesitant and risk falling behind in a rapidly evolving landscape. The post AI & CS: Innovate or stagnate appeared first on Best Customer Success Blog: Articles for Enterprise Growth.

Innovation 101

Innovation AI Underperforming Technical Team Scale 101

SaaStr

DECEMBER 1, 2024

The Numbers That Matter: $10B+ Market Cap 180,000+ Customers 152% Net Dollar Retention (2023) 7x Growth in First 24 Months After IPO 1,000+ Employees Across 8 Global Offices What Did Zinman Do Differently? He created a culture of “structured chaos” – enough process to scale, enough freedom to innovate.

Scale 246

Scale SaaS Company Culture Leadership 246

SaaStr

NOVEMBER 21, 2022

Tip #3: Scale with customer-centric innovation. . Use the opportunity to continue making your customer the hero and focus on customer-centric innovation. It increases total enterprise value, lowers customer acquisition costs, and boosts net revenue retention. . Winning with customer-centric innovation.

Payments 243

Payments Payment Methods Embedded Payments Scale 243

Chargebee

MARCH 6, 2024

Chargebee’s annual user conference, beelieve, buzzed with excitement as it brought together trailblazers and innovators from the subscription and revenue growth industry.

Innovation 100

Innovation Leadership Payment Features Subscription 100

SaaStr

MAY 1, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. SaaStr 548: How to Build a Super High-Retention Sales Team with Twilio SVP & GM of North America Sales, Alice Katwan. Top Videos This Week: 1.

Sales Hiring 257

Sales Hiring Leadership Innovation Retention 257

SaaStr

DECEMBER 22, 2022

How to Build a Super High-Retention Sales Team | Twilio SVP & GM Alice Katwan. #8. How To Innovate Faster with Community: Insights From GitLab CEO Sid Sijbrandij. #1. The 6 Secrets to Building a PLG Business with Notion Capital Partner Itxaso Del Palacio. #10.

Scale 55

Scale Innovation AI Scaling 55

SaaStr

AUGUST 20, 2020

You can’t go 5 years without innovation. If your customers are happy and your net retention is high, they’ll carry you through a patch when you need to reorg things. It’s OK to get a bit behind once in a while, IF your customers are still happy.

Acquisition 332

Acquisition Banking Innovation Cloud 332

SaaStr

SEPTEMBER 29, 2023

They expect innovation and a personal touch back as quid-pro-quo for taking that risk. Make that clear, and take advantage of it as a sales and customer success and retention tool. Customers care just as much about talking to the CEO if you have 5 employees as 5,000. Now take it a step further, and show up in person.

Startup 278

Startup Innovation Customer Success Retention 278

SaaStr

MAY 8, 2022

SaaStr 549: From 0 to $500 Million ARR in 6 years: Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. 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. Top Videos This Week: 1.

Scale 278

Scale Engineering Payment Features Sales 278

SaaStr

OCTOBER 14, 2021

GRR (Gross Retention Rate) of 97%. A clear commitment to consistent innovation! #8. We’re getting used to seeing these super-high NRR numbers from the top developer-focused leaders, in many cases because utility pricing often encourages it (see also Datadog, Twilio, etc). Still, these are truly top-tier numbers: #2.

Outsourced Development 66

Outsourced Development Software Development Innovation Cloud 66

SaaStr

JANUARY 29, 2021

But also, more innovation. Gross revenue retention just as important as net revenue retention (NRR). As Saleloft starts to think about an IPO, there is more and more focus on gross revenue retention, i.e. before upsells and upgrades. Do you do enough of this? We’re seeing more and more of this.

Scale 294

Scale Social Media SMB AI 294

SaaStr

DECEMBER 20, 2022

Learnings from Innovating in Underserved Markets with Samsara CPO Kiren Sekar. #20. How to Maintain +140% Customer Retention with Dooly CEO Kris Hartvigsen and Head of Customer Success Ellie Hutton. How to Set and Hit Revenue Targets with Sam Blond, CRO at Brex. #22.

Scale 266

Scale SMB Sales Enablement Innovation 266

Tom Tunguz

MARCH 24, 2019

The innovation results in higher quality calls. If we examine net dollar retention, the current value of last year’s cohort today net of churn and gross of expansion, we see Zoom is in the top decile at 140%. He and his team authored a new codec, which is far more resilient than others.

Metrics 279

Metrics Benchmarks Scale Acquisition 279

User Pilot

MAY 2, 2024

Customer retention is vital for product success and business profitability. You will also learn how to build a retention strategy, what metrics to track, and 10 bulletproof retention tactics for SaaS companies. TL;DR Customer retention is the ability to keep your customers actively using their products. 5-25 times.

Retention 111

Retention Metrics Strategy Scale 111