Customer Success metrics

Customer success protects and expands existing revenue. Their metrics are the retention and expansion numbers that compound in a subscription business.

Shape of it

Net revenue retention over a year

Illustrative. NRR above 100% means the base grows without new logos.

7 metrics

Net revenue retention (NRR): Revenue retained plus expansion from existing customers, net of churn and contraction.; (start ARR + expansion − contraction − churn) / start ARR; Benchmark Private-SaaS median ~101% (Benchmarkit 2024); 110%+ strong, 120%+ best-in-class enterprise; The single most important efficiency metric in modern SaaS; growth without new logos.
Gross revenue retention (GRR): Revenue retained before any expansion.; (start ARR − contraction − churn) / start ARR; Benchmark ~85–90% typical; 90%+ for ACV >$100K; SMB books 70–80% (caps at 100%); Isolates leakage; NRR can hide churn that expansion masks.
Logo / customer churn: Share of customers lost in a period.; customers lost / customers at start; Benchmark <5–7% annual for enterprise; higher for SMB; Counts relationships, not just dollars; early signal of product-market fit issues.
Gross / net dollar churn: Revenue lost to churn and contraction.; The dollar view that pairs with logo churn.
Health score: Composite score predicting renewal likelihood from usage, engagement, support.; A leading indicator that lets CS act before a renewal is at risk.
Expansion rate: Share of revenue growth from existing customers (upsell/cross-sell).; The lever behind NRR above 100%.
Time to value / onboarding time: Time for a new customer to reach a first value milestone.; Slow onboarding predicts early churn; a core CS operating metric.

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