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The 250,000 Customer Club: How HubSpot and Monday.com Both Created SMB+ Empires

SaaStr

Both started SMB (Monday even more so), and Both have now gone more enterprise (Monday even more) But still with the vast majority of their customers SMB. Enterprise Expansion : While maintaining strong SMB growth, Monday.com has successfully moved upmarket.

SMB 273
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Approaching Half a Million Customers: How to Win in SMB with BILL CEO and Founder René Lacerte

SaaStr

SMB Unit Economics: Why Is 6 Quarters the Right Target for SMBs at Scale? So, SMBs are asking for consolidation, and that’s why Bill has acquired companies and continues to add more financial operation capabilities. BILL wants to be at the heart of every SMB business. At BILL, logo retention is 86% in the first 90 days.

SMB 307
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Dear SaaStr: How Should I Calculate Gross Dollar Retention For Our Investors?

SaaStr

Dear SaaStr: How Should I Calculate Gross Dollar Retention For Our Investors? Gross Dollar Retention (GRR) is a critical metric for SaaS businesses, especially when presenting to investors. SMB, mid-market, enterprise). It tells them how much of your revenue base you’re retaining, excluding any upsells or expansions.

Retention 185
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Inherent Churn vs. Fixable Churn: You Have to Attack Both

SaaStr

So theres a theme Ive been working on with all the SMB-focused founders I work with and have invested in: # 1. The Goal for SMB SaaS is 100%+ NRR. Easy in enterprise, hard in true SMB. # However, SMBs have a certain level of inherent churn. And then your NRR will cross 100% with SMBs. Thats often 3% a month or so.

Churn 273
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Dear SaaStr: At $20,000 ACV, How Many Customers Should Each Customer Success Manager Have?

SaaStr

Early on, if you can, lean toward the $1M per CSM model to ensure high-touch engagement and strong retention. If you’re in SMB or mid-market, keep in mind that CSMs can handle more accounts because the engagement tends to be lighter.

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Usage-Based Revenue Models: Successes and Pitfalls from Checkr COO Lindsey Scrase on CRO Confidential

SaaStr

The SMB sales team was incentivized purely on logo acquisition rather than revenue. 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
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What Really Works When Hiring VPs and Executive Teams with HubSpot Co-Founder and Chairman Brian Halligan and SaaStr CEO and Founder Jason Lemkin

SaaStr

HubSpot recently changed its interview process to try and help maximize tenure and employee retention at the executive level. In sales, t he more SMB you are, the more you should lean on your bench. Or a great growth marketer paired with a great sales team will punch above their weight class. It can make all the difference.