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 310

Sales Recruiting Sales Hiring Scale AI 310

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 333

Venture Capital Marketing AI SaaS 333

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 299

Revenue Scale Sales Hiring Compensation 299

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 263

Sales Hiring Scale Underperforming Technical Team Sales 263

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 289

Metrics Venture Capital SaaS Churn 289

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 289

Engineering AI New CTO CTO 289

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

SaaStr

MARCH 23, 2025

For a VP of Customer Success (VPCS), their “quota” or ownership should revolve around two key metrics: Net Revenue Retention (NRR) and Gross Retention Rate (GRR). Dear SaaStr: What “Quotas” Should My VP of Customer Success and VP of Product Have? In short: VPCS Quotas : NRR, GRR, TTV, and customer advocacy.

VPCs (Virtual Private Cloud) 165

VPCs (Virtual Private Cloud) Customer Success Churn Retention 165

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 277

Churn SMB Payments Payment Solutions 277

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

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 158

Merchant Services SaaS Payments Benchmarks Subscription 158

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

SaaStr

DECEMBER 27, 2024

The gross retention for people was low and I think we’re just getting back into a better spot. .” “The size of the sine wave will get down over time, but I think we’re in a different place in Q4 of this year than we were Q4 of last year,” Brian explained.

AI 290

AI Marketing SaaS Interviewing 290

SaaStr

JANUARY 20, 2025

The platforms that move first are seeing 70%+ revenue uplifts and dramatically improved retention. But the window for being early won’t last forever.

Payments 246

Payments Finance Payment Services SaaS Payments 246

SaaStr

APRIL 15, 2025

Increasing customer consumption and retention. Consumption Growth and Retention (30% of Bonus) Bonuses are awarded for driving increased usage within existing accounts. Retention bonuses for accounts maintaining consistent consumption for 6+ months. Driving customer activation (go-live). based on deal size).

Scale 147

Scale Compensation Retention Churn 147

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

FEBRUARY 21, 2025

Here’s a deeper dive into SaaStr Annual and why it’s considered the top SaaS event: Core Elements: Takes place in the San Francisco Bay Area (usually Silicon Valley) Features over 300 speakers across multiple tracks Focuses exclusively on SaaS metrics, growth strategies, and operational excellence Typically runs for 3 days with pre and (..)

Software 246

Software Scale Venture Capital SaaS 246

SaaStr

JANUARY 3, 2025

HubSpot recently changed its interview process to try and help maximize tenure and employee retention at the executive level. Or a great growth marketer paired with a great sales team will punch above their weight class. It can make all the difference. “We picked the guy who got all threes,” Brains explained.

Sales Hiring 290

Sales Hiring Scale Systems Review Interviewing 290

SaaStr

MARCH 9, 2025

The 86% loyalty factor : Companies that provide strong onboarding and continuous educational experiences see 86% higher customer loyalty rates – making AI-powered personalization a critical retention tool. Continuous Education is the New Retention Strategy 86% of customers stay loyal to brands offering educational experiences.

AI 207

AI Scale Education User Experience 207

SaaStr

JANUARY 25, 2025

Simple: they sold for less than they raised. Its that simple. No, the VCs dont get rich here.

Venture Capital 239

Venture Capital Investment Retention Pricing 239

SaaStr

APRIL 15, 2025

Focus on the right metrics : Be transparent about your key metrics rather than relying on vanity numbers.

Technical Review 162

Technical Review Venture Capital Outsourced Development AI 162

SaaStr

NOVEMBER 19, 2024

Organizations that invest heavily in customer success earlier see much higher customer retention and loyalty than the competition. When Drata took this approach, it helped them scale to 5,000 customers, all within 3.5 From the very first interaction, you want to help customers drive adoption, value realization, and delivery.

Customer Success 290

Customer Success Scaling Social Media Enterprise readiness 290

SaaStr

MARCH 24, 2025

Some fun facts: 10+ years of SaaStr conference attendance Partner at Point Nine Capital, a leading early-stage VC firm Geographic reach: Actively investing across Europe, US, and Australia Notable portfolio: Zendesk, Algolia, Contentful, Loom (and many more) Known for his “five ways to build a $100M business” framework The 5 Key Things (..)

Data 147

Data Acquisition AI Finance 147

Chart Mogul

OCTOBER 30, 2024

As we all know, the SaaS ecosystem has changed dramatically over the last few years, and customer retention and expansion are becoming increasingly important for SaaS … Account Management is a delightfully intricate balance of art and science. Now, retention is key to maintaining sustainable growth.

Management 105

Management B2B SaaS Scale 105

SaaStr

FEBRUARY 7, 2025

Here’s how Notion crushed it: The Hard Metrics: 49-51% open rates (2x industry average) 1-1.5%

Scale 276

Scale SaaS B2B Scaling 276

TechEmpower SaaS

JULY 31, 2023

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. A : Activation - What % have a "happy" initial experience? R : Referral - Do they like it enough to tell their friends?

Metrics 390

Metrics Startup Scale New CTO 390

SaaStr

OCTOBER 23, 2024

At BILL, logo retention is 86% in the first 90 days. BILL is efficient, and LTV continues to grow, so some might say six quarters is too light because of all the value added. People tend to stay for a long time. Six quarters seems to be the right balance, and managing P&L is always about balance.

SMB 312

SMB Payment Services Payments Payment Methods 312

SaaStr

MAY 12, 2023

So SaaS Capital put out its latest report on SaaS retention and NRR after having surveyed over 1,500 SaaS companies and professionals. Median NRR is 102% across all SaaS companies, Media Gross Retention is 91%. You can download it here. There are a lot of great learnings and metrics in the report, and a few stood out to me: #1.

Startup 362

Startup SaaS Retention Churn 362

SaaStr

FEBRUARY 10, 2025

The company developed a comprehensive framework for managing this transition: Key Components of the PLG Model User Acquisition Required scaling to tens of thousands of monthly signups Developed organic growth strategies through SEO Created individual pages for leads in their database User Activation and Retention Focus on immediate value delivery Implementation (..)

Scale 165

Scale Scaling Outsourced Development Sales 165

SaaStr

MARCH 23, 2025

Founder-led sales provides invaluable dat a When founders sell the first $2-3M, they generate critical insights on customers, conversion rates, and retention that inform the GTM strategy. The first GTM hires are your most important Your initial sales team sets the culture and performance bar.

Sales Recruiting 247

Sales Recruiting Sales Hiring Scale AI 247