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.
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
Christian Jakenfelds
Go To Market & Field Researcher
Go To Market & Field Researcher
Planhat
Christian is a GTM and Field researcher in the customer success space. He was previously a Customer Operations Manager at Tessian, where he co led the product committee. He is also host to a series of popular thought leadership shows, including CSNext and CS Hotseat, and was recognised as one of the Top 25 CS Thought Leaders in 2022.
Edward Pedini
Edward Pedini
Head of Customer Success
Head of Customer Success
Edward Pedini is Head of Customer Success at SeekOut, a $1.2B Seattle startup that enables organizations to find, grow, and retain talent. Before joining SeekOut he co-founded All2, a HR Tech startup focused on Employee Satisfaction and Engagement, and has been an early employee of multiple successful startups in almost every capacity.
Daphne Lopes
Daphne Lopes
Director of Customer Success
Director of Customer Success
HubSpot
Daphne Lopes leads Customer Success for HubSpot's second largest region alongside running This is Growth!, a content machine that helps thousands of CS Leaders build and scale CS teams. Over the last decade, she has helped Scale-Ups and Fortune 500 businesses build and scale global Customer Success teams to service 200K+ customers and $2B+ ARR.
Ben Murrary
SaaS CFO
SaaS CFO
Ben Murrary is a corporate finance executive with over twenty-five years of public and private company experience in finance and operations in the software industy. He has been a SaaS CFO for the past nine years and has helped numerous SaaS founders with strategic finance.
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