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 278

SMB Scale Education AI 278

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

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

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 235

Sales Hiring Customer Success Scale Retention 235

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

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 202

Outsourcing Services Scale Banking Customer Lifetime Value 202

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 302

Benchmarks Payments Payment Services SaaS Payments 302

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

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 186

Scale Management Churn Finance 186

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 278

Acquisition Scaling Retention Pricing 278

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 239

Sales Hiring Part-Time VPE CTO Hire Scale 239

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

MAY 31, 2025

At this stage, equity grants are more about retention than recruitment. At this point, youre likely refreshing equity pools for retention rather than issuing large initial grants. **Key For example, a VP of Sales driving ARR growth might get closer to 1%, while a VP of HR might be closer to 0.3%. Senior Managers / Directors : 0.1%-0.3%.

Part-Time VPE 198

Part-Time VPE Sales Hiring Sales Recruiting Compensation 198

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 159

Merchant Services SaaS Payments Benchmarks Subscription 159

SaaStr

MAY 28, 2025

NRR and Expansion Revenue Remains Strong at 112% With a net dollar retention rate of 112% overall and 117% for $100k+ customers, Monday.com continues to demonstrate strong expansion within existing accounts. This is what 12x ARR selling to SMBs++ looks like. 5 Interesting Learnings: 1.

Scale 193

Scale SMB Acquisition Enterprise 193

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

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

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) 158

VPCs (Virtual Private Cloud) Customer Success Churn Retention 158

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 243

Software Scale Venture Capital SaaS 243

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

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 150

Artificial Intelligence Government AI Benchmarks 150

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 199

AI Scale Education User Experience 199

SaaStr

JANUARY 25, 2025

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

Venture Capital 238

Venture Capital Investment Retention Pricing 238

SaaStr

MAY 24, 2025

At 35% growth, youre not on the IPO trajectory, but you can still build a profitable, sustainable business if you focus on efficiency and customer retention. If nothing else, youre off the hook VC track and the hot start-up track.

Sales Hiring 192

Sales Hiring B2B Churn Retention 192

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