57 minutes

Net revenue retention in CS and beyond

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 Murrary, 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?

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About the speakers

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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.

Christian Jakenfelds

Go To Market & Field Researcher, Planhat

Moderator

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

Head of Customer Success, SeekOut

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.

Edward Pedini

Head of Customer Success, SeekOut

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.

Edward Pedini

Head of Customer Success, SeekOut

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.

Edward Pedini

Head of Customer Success, SeekOut

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

Director Customer Success, HubSpot

Daphne Lopes is a customer success leader with Product Management, Operations and Professional Services experience in SaaS and Payments. She’s currently a part of the EMEA leadership team at HubSpot, recently voted the #1 CRM platform, and is obsessed with delivering great experiences and excellent outcomes to clients through products and services.

Daphne Lopes

Director Customer Success, HubSpot

Daphne Lopes is a customer success leader with Product Management, Operations and Professional Services experience in SaaS and Payments. She’s currently a part of the EMEA leadership team at HubSpot, recently voted the #1 CRM platform, and is obsessed with delivering great experiences and excellent outcomes to clients through products and services.

Daphne Lopes

Director Customer Success, HubSpot

Daphne Lopes is a customer success leader with Product Management, Operations and Professional Services experience in SaaS and Payments. She’s currently a part of the EMEA leadership team at HubSpot, recently voted the #1 CRM platform, and is obsessed with delivering great experiences and excellent outcomes to clients through products and services.

Daphne Lopes

Director Customer Success, HubSpot

Daphne Lopes is a customer success leader with Product Management, Operations and Professional Services experience in SaaS and Payments. She’s currently a part of the EMEA leadership team at HubSpot, recently voted the #1 CRM platform, and is obsessed with delivering great experiences and excellent outcomes to clients through products and services.

Ben Murrary

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.

Ben Murrary

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.

Ben Murrary

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.

Ben Murrary

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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