The metric that reveals whether your customers love you enough to pay more over time—or quietly leave.
B2B SaaS Net Revenue Retention (NRR) benchmarks: Best-in-class >130%, Good 100-120%, Concerning <100%. Median NRR for venture-backed SaaS is 106% (ChartMogul 2024, N=2,100). Enterprise segments achieve 115-125% due to expansion; SMB typically 90-105%. NRR >100% means you can grow without acquiring new customers. Source: Optifai Sales Ops Benchmark 2025 cross-referenced with public filings.
📈 Track your revenue velocity
GRR only tells you what you're losing. NRR tells you what you're actually keeping after expansion. A company with 90% GRR and strong expansion can hit 115% NRR—meaning they grow 15% annually from existing customers alone, before any new sales.
| Segment | Median NRR | Top Quartile | Key Driver |
|---|---|---|---|
| Enterprise ACV >$100K | 118% | >130% | Seat expansion, module upsells |
| Mid-Market ACV $25K-$100K | 108% | >120% | Usage-based pricing, tier upgrades |
| SMB ACV <$25K | 97% | >105% | Limited expansion; focus on retention |
Source: Optifai analysis of 939 B2B companies (2025), cross-referenced with ChartMogul Subscription Growth Benchmark 2024 (N=2,100).
CloudMetrics started January with $1M MRR from 200 existing customers. Here's what happened:
CloudMetrics grows 3.5% monthly from existing customers alone—43% annualized, before any new sales.
Here's a perspective most benchmark reports won't tell you: 100% NRR can mask serious problems.
A company with 100% NRR might have 20% churn offset by 20% expansion. Sounds balanced? It's not. You're churning a fifth of your customer base annually while desperately upselling the rest just to break even. That's a treadmill, not a growth engine.
Note: Public company NRR is often higher than private company averages due to survivorship bias and reporting incentives.
Set thresholds where customers naturally upgrade as they grow. When usage hits 80% of tier limit, prompt upgrade—don't wait for complaints.
Every 90 days, show customers the value they've received. Tie feature usage to outcomes they care about. Make expansion a natural next step, not a sales pitch.
Build features that become more valuable with more users/data. Think: Slack channels, Figma projects, Notion workspaces. Single-player to multiplayer expansion.
Don't wait for cancellation requests. Monitor login frequency, feature adoption, support sentiment. Intervene 30-60 days before typical churn triggers.
Annual billing reduces churn touchpoints. Include a clause allowing mid-contract upgrades at pro-rated pricing. Customers appreciate flexibility.
Small team? Detect signals, auto-act, zero missed deals.
Turn intent into action before competitors even notice.
Optifai monitors customer health signals and triggers actions automatically—upsell nudges for engaged customers, intervention for at-risk accounts.
Data last updated: November 25, 2025
Impacted metrics:
Regularly updated with latest industry data