Over the past few years Net Revenue Retention (NRR) has become the north star metric for tech companies.
You read about it in press releases when a company fundraises or goes public, investors want to drill down into any company they meet to understand not just ARR but NRR, and CSMs now look beyond churn and renewal to be NRR engines for growth. We thought it was time to take a step back and review where NRR has come from, where it is, and most importantly, how you should approach it when scaling your business.
Join Edward Pedini, Head of Customer Success at SeekOut, Daphne Lopes, Head of Customer Success (EMEA) at HubSpot, and Ben Murray, founder of SaaS CFO as they discuss: what NRR means to different roles, inside and outside the business, should you compensate on NRR? what does NRR mean to the customer?
Christian Jakenfelds
Senior Account Executive
Forecastable
Christian is a customer success and revenue leader with a flair for community-led growth. He currently serves as Senior Account Executive at Forecastable and Go-To-Network Evangelist at Commsor, helping companies drive revenue through trusted networks over traditional outreach. Previously, he spent nearly three years at Planhat, where he earned Top 25 CS Thought Leader recognition and played a key role in product-led research and GTM. Christian began his career at Tessian, rising from CSE to Customer Operations Manager while leading major U.S. accounts and building internal CS tooling. He brings a unique blend of operational depth, storytelling, and strategic thinking.
Edward Pedini
Director of Product Management
SeekOut
Edward is a product and customer leader with over 15 years of experience in B2B SaaS, spanning product management, customer success, and go-to-market strategy. At SeekOut, he serves as Director of Product Management, delivering AI- and LLM-powered talent solutions used by six of the ten largest U.S. companies. He previously led Customer Advocacy and built the company’s CS function from the ground up, scaling infrastructure during a period of rapid growth. Edward also co-founded a workplace tech startup and has deep experience in TA and HR tech across both consulting and operating roles.
Daphne Lopes
Global Director, Customer Success
HubSpot
Daphne is a global customer success executive with over 10 years of experience building retention and growth systems for B2B SaaS. At HubSpot, she serves as Global Director of Customer Success for Strategic Accounts, where she leads initiatives to drive value and deepen relationships across the company’s largest customers. She has scaled CS teams through multiple leadership roles at HubSpot, and also advises early-stage companies on growth and customer strategy. Daphne brings a unique blend of enterprise focus, operational scale, and customer-centric thinking to every stage of the post-sales journey.
Ben Murray
Founder
The SaaS CFO
Ben is a SaaS finance expert and educator with over 15 years of experience helping B2B companies master metrics, cash flow, and operational scale. He is the Founder of The SaaS CFO and The SaaS Academy, the leading resource and training platform for SaaS finance professionals. Ben also serves as Co-Founder of Extend, a platform that helps B2B teams streamline collections. A former SaaS CFO turned creator, he’s known for making complex financial topics accessible, actionable, and growth-focused.
