Customer Success Metrics

Overview

Understand how NRR, churn, and expansion revenue evolve across scaling SaaS companies. The report benchmarks health scoring, support efficiency, and CS team models from reactive to predictive.

What You'll Learn

Retention benchmarks and NRR drivers
Efficiency metrics for CS functions
CS maturity models across stages

Use This If You're

Building or maturing a CS team
Shifting from support to success models
Increasing focus on NRR and expansion

Executive Summary

Selected data points

Building or maturing a CS team
Shifting from support to success models
Increasing focus on NRR and expansion

Methodology note

Related Scaling Reports

2025 SaaS Growth Benchmarks

Benchmark growth-stage SaaS metrics across CAC, retention, team structure, and operational efficiency to drive smarter scaling decisions.

Sales Efficiency Benchmarks

Gain insight into quota attainment, ramp time, and sales productivity benchmarks to optimise revenue performance at every stage.

Customer Acquisition Cost Trends

Understand CAC trends by channel, vertical, and maturity level—plus how GTM structure and attribution impact acquisition efficiency.

Customer Success Metrics

Overview

Overview

What You'll Learn

Use This If You're

Executive Summary

Selected data points

Methodology note

Related Scaling Reports

Get Monthly Scaling Insights