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CS Ops Personnel include individuals responsible for supporting CSMs (enablement, system admin, process design, strategy, etc.) and/or running 1:many programs that directly support customers (Webinars, Email Campaigns, etc.).

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Net Revenue Retention (NRR) measures the percentage of recurring revenue retained over a one-year period from existing customers. NRR captures lost revenue due to customer attrition, reduced usage, or decreasing subscription level, offset by increased revenue from existing customers through up-sells, cross-sells, price increases, or increased usage. The term “net” is used because lost revenue is “netted” against expansion revenue. For a more detailed discussion and examples, please refer to the SaaS Metrics Standards Board definition.

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Gross Revenue Retention (GRR) measures the percentage of recurring revenue that is retained over a one year period. GRR captures lost recurring revenue due to customers leaving or lowering their usage commitments. In contrast with NRR, GRR only includes the effects of churned customers or lower revenue (down-sell) from existing customers, and therefore must be no greater than 100%. For a more detailed discussion and examples, please refer to the SaaS Metrics Standards Board definition.

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Customer Success Spend includes the cost of CSMs, CS Ops and the tools they use. Services and support-related costs should not be included.

You
Median Benchmark
Resources
Avg. Accounts per CSM
EXPLORE METRIC
Avg. ARR per CSM ($M)
EXPLORE METRIC
CSM-to-CS Ops Ratio
EXPLORE METRIC
CS Spend % of ARR
EXPLORE METRIC
Performance
NPS
EXPLORE METRIC
DAU-to-MAU Ratio
EXPLORE METRIC
NRR
EXPLORE METRIC
GRR
EXPLORE METRIC
N=0
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ARR (All)
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Less than $5M $5M-$10M $10M-$25M $25M-$50M $50M-$100M $100M-$250M $250M-$500M $500M-$1B Greater than $1B NA
ACV (All)
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$0-$5,000 $5,000-$10,000 $10,000-$25,000 $25,000-$50,000 $50,000-$100,000 $100,000-$250,000 $250,000-$500,000 $500,000-$1,000,000 $1,000,000+ NA
Category (All)
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Sales/Marketing/CRM Security and Compliance EdTech DevOps and App/Infrastructure Mgmt Healthcare IT Transportation/Logistics Software Communication/Collaboration B2C/Media Software BI/Analytics and Data Science Other Horizontal Apps ERP/Finance/HR Fintech/Payments Other Vertical Market Apps NA
Ownership (All)
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Seed Early Stage Venture Late Stage Venture PE/Sponsor Public Subsidiary (acquired) Bootstrapped NA
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Gainsight Benchmarking – Summary Pagezafer2024-01-27T07:16:50+00:00
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