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. The post 5 Secrets to a 97% Employee Retention Rate Over 5 Years with Beefree’s CEO and People & Culture Director appeared first on SaaStr. Why do they stay?

Retention 312

Retention Scale Company Culture Leadership 312

SaaStr

OCTOBER 18, 2024

On going multi-product Henry adds, “I think the foundational point is if you want high net retention, you get high net retention in two ways. And so then you end up with no lever to offset scrutiny on net renewal rate or reduction in seats with another product to improve net retention.”

Sales Recruiting 305

Sales Recruiting Sales Hiring Scale AI 305

SaaStr

OCTOBER 25, 2024

8: 3x Net Dollar Retention Thanks to This Pricing Model Over time, the dominant pricing structure in B2C and B2B applications is like the cell phone plan. If you look at the net dollar retention change, the top quartile used to be 130% pre-2020. You get a base number of minutes for a particular price. Now, it’s about 120%.

Venture Capital 331

Venture Capital Marketing AI SaaS 331

SaaStr

JUNE 29, 2025

This ensures you’re proactively driving retention, upsells, and customer satisfaction from the start. Focus on Retention and Expansion The CS team’s primary job is to retain customers and drive expansion revenue. This alignment can drive better retention and faster expansion revenue. But expansion can wait.

Sales Hiring 199

Sales Hiring Customer Success Scale Churn 199

SaaStr

JUNE 21, 2025

As a new Customer Success Manager (CSM), here’s what you need to know to hit the ground running and make an impact: Understand Your Role’s Revenue Impact — Revenue vs Retention : Customer Success isn’t just about keeping customers happy anymore at most B2B companies —it’s often a revenue-driving function now.

Customer Success 200

Customer Success Management Scale Retention 200

The Daily Egg

APRIL 22, 2025

A customer retention email is a message designed to keep existing customers engaged with your brand. Customer retention emails can take several different forms, from. The post 5 Perfect Customer Retention Emails + When to Use Them appeared first on The Daily Egg.

Retention 207

Retention Branding Engagement Marketing 207

SaaStr

DECEMBER 20, 2024

Driving revenue through acquisition, expansion, and retention. “Having highly tenured reps tends to drive the highest performance, and good managers are key to retention.” “Having highly tenured reps tends to drive the highest performance, and good managers are key to retention.” ” 3.

Sales Hiring 260

Sales Hiring Scale Underperforming Technical Team Sales 260

SaaStr

JANUARY 8, 2025

Increasing Customer Gross Revenue Retention to 90 The third major focus area for Lindsey was improving the end-to-end customer experience to better align with the newly incentives sales team and larger focus on customer retention.

Revenue 293

Revenue Scale Sales Hiring Compensation 293

SaaStr

JUNE 22, 2025

Learning #3: The NRR Superpower – This One Metric Can Transform Your Entire Business Here’s a stat that should make every SaaS executive stop what they’re doing: Companies with the highest Net Revenue Retention report median growth that is 83% higher than the population median.

B2B 219

B2B Data Scale Startup 219

SaaStr

JULY 1, 2025

132% net dollar retention $1.5B+ cash, zero debt 🏢 Market Position 78% of Fortune 2000 use Figma 76% of customers use 2+ products Millions of weekly active users 13 years from founding to IPO filing 🚨 FIGMA S-1 DROPPED 🚨 The numbers are … strong: 📈 $821M LTM revenue (46% YoY growth) 💰 18% non-GAAP operating margin (turned profitable!)

B2B 175

B2B Benchmarks Retention Enterprise 175

SaaStr

MAY 20, 2025

Customer Retention Excellence Both companies showcase impressive net dollar retention: HubSpot : 103.9% Monday.com’s Q1 FY25 earnings show this perfectly, with both strong overall customer growth and impressive 46% YoY growth in $100k+ ARR customers.

SMB 273

SMB Scale Education AI 273

SaaStr

MAY 10, 2025

A good playbook for customer success is all about driving retention, expansion, and customer happiness while making it scalable: Hire Truly Product-Savvy Customer Success Managers at First Focus on hiring people who customer-focused product nerds to start. Focus on Net Retention Net retention is the ultimate metric for customer success.

Sales Hiring 232

Sales Hiring Customer Success Scale Retention 232

SaaStr

NOVEMBER 12, 2024

SaaStr ) And once you have at least a little revenue ($1m-$2m ARR or so), net revenue retention / churn. In the early days, there are probably only 5 metrics that really matter : ARR ARR Growth Rate Burn Rate True Customer Happiness. Probably, measured as NPS (more here: I Was Wrong. NPS is A Great Core Metric.

Metrics 283

Metrics Venture Capital SaaS Churn 283

SaaStr

JANUARY 11, 2025

I dont have any answers here but I found the above Business Insider article with a leaked Microsoft memo helpful: They pay AI engineers 48% more They have special spot retention bonuses for AI engineers to keep them This is roughly what I see, too. The AI Team often makes a lot more. The AI Team at many SaaS startups makes 30%-40% more.

Engineering 284

Engineering AI New CTO CTO 284

Clouded Judgement

NOVEMBER 18, 2024

ServiceTitan discloses that their net retention is “>110%” Gross Margin Adjusted CAC Payback (Previous Q S&M) / (Net New ARR x Gross Margin) x 12.

Benchmarks 299

Benchmarks Payments Payment Services SaaS Payments 299

Tom Tunguz

JULY 1, 2025

Net Dollar Retention 132% NA Customers > $100k ARR 963 NA Figma is about 3% the size of Adobe but growing 4x faster. Figma’s 132% Net Dollar Retention is top decile. Non-GAAP Op Margin 17.0% Sales Efficiency 1.00 Adjusted FCF Margin 1 24.2% The gross margins are identical.

Compensation 190

Compensation AI Retention Business Model 190

SaaStr

MAY 3, 2025

Theyll focus on driving net revenue retention and building a scalable CS function. Customer Success : As you approach $10M ARR, youll need a full CS team to handle onboarding, renewals, retention and upsells. If youre targeting SMBs, you might also need a growth hacker to optimize funnels. AI can’t do it all.

Sales Hiring 250

Sales Hiring Part-Time VPE CTO Hire Scale 250

SaaStr

DECEMBER 4, 2024

It’s ended up being a tough road, with 91% revenue retention and 0% growth. NRR For Segment Product 91%, Growth 0% Twilio has looked at spinning out its Segment acquisition, but for now it’s retained the product. Twilio made some big M&A bets, some worked, and quite a few didn’t.

Acquisition 274

Acquisition Scaling Retention Pricing 274

SaaStr

MAY 28, 2025

Building a commission plan for Account Managers (AMs) is a bit different than for AEs (Account Executives) because AMs are typically focused on retention, expansion, and upsells rather than net-new sales. The variable portion should be tied to measurable outcomes like net retention, upsell revenue, and customer satisfaction.

Scale 200

Scale Management Churn Finance 200

SaaStr

JUNE 14, 2025

For example, “If our churn rate exceeds 10%, we’ll invest in a dedicated customer success team to improve retention.” Leverage Early Traction If you have early traction—like paying customers, strong pipeline growth, or high retention rates—use it to validate your projections.

Scale 235

Scale Sales Hiring Benchmarks Churn 235

SaaStr

JUNE 4, 2025

Net Dollar Transaction Profit Retention hit 104%, meaning older cohorts actually became more profitable over time. “Purchase Volume” Retention of 97%, Going Up to 105% in Q1’25 Chime doesn’t really have NRR per se, and consumers do churn at a rate much higher than enterprise. times as much ARPAM, on average.

Outsourcing Services 208

Outsourcing Services Scale Banking Customer Lifetime Value 208

SaaStr

JANUARY 23, 2025

Just look at the numbers: Enterprise customers bring 95%+ best-in-class retention vs. 85% in mid-market. But the rewards – higher retention, bigger deals, and ultimately a much larger TAM – make it worth the investment. That compounds dramatically over time.

Enterprise 244

Enterprise Sales Hiring Scale Outsourced Development 244

SaaStr

JULY 9, 2025

Early on, if you can, lean toward the $1M per CSM model to ensure high-touch engagement and strong retention. If you’re targeting $2M in ARR per CSM, that’s **100 customers** at $20,000 ACV.

Customer Success 200

Customer Success Management Benchmarks SMB 200

SaaStr

DECEMBER 12, 2024

All that does in fact drive up retention, to an extent. It comes down a bit, but not enough. They improve onboarding, and integrations, and training, and sales comp plans, and more, and that all helps and is crucial. But even there, with SMBs, its often not enough. You often simply need more product to get to 100% NRR.

Churn 273

Churn SMB Payments Payment Solutions 273

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. The Learning : At scale, customer count growth in your premium tier matters more than total customer adds.

Scale 235

Scale Headcount Outsourced Development Operational efficiency. 235

SaaStr

JUNE 11, 2025

But as you scale, the focus shifts to customers—retention, satisfaction, and expansion. This forces you to build systems and processes to maintain quality and culture as the company grows. From Product Obsession to Customer Obsession In the beginning, you’re obsessed with building the perfect product.

Startup 267

Startup Interviewing Scaling Metrics 267

FastSpring

OCTOBER 11, 2024

However, in Asia, retention for monthly subscriptions is notably lower at 75%. That said, there’s a silver lining: While monthly retention in the EU and North America remained stable from 2023 to 2024, Asia’s monthly retention rate improved by approximately 3%, showing positive momentum.

Merchant Services 159

Merchant Services SaaS Payments Benchmarks Payment Features 159

SaaStr

JANUARY 16, 2025

What Most SaaS Companies Get Wrong The standard playbook is: Hire sales Hit growth targets Eventually add CS when churn becomes painful But that’s backward.

Sales Hiring 246

Sales Hiring Scale Sales Churn 246

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

JUNE 28, 2025

Optimize for Performance Metrics That Matter Focus on the metrics that drive aftermarket performance: Revenue growth combined with expanding margins Net dollar retention above 110% Clear customer acquisition efficiency Predictable, recurring revenue models 3. Start your 12-18 month IPO preparation process now.

Payments 185

Payments SaaS Payments Payment Services AI 185