metric_category: benchmark

claim: ChartMogul says its NRR report studied more than 2,500 SaaS businesses.

source_title: The New Normal For SaaS

source_quality: strong

methodology: ChartMogul report based on anonymized and aggregated SaaS business data.

caveat: SaaS platform benchmark, not a census of all SaaS companies.


claim: ChartMogul completed the report analysis over July and August 2024 using H1 data from 2021 to 2024.

methodology: The report methodology says it used H1 data from 2021 through 2024 to compare H1 2024 with similar periods.

caveat: Use H1 2024 as the benchmark period, not full-year 2024.


metric_category: revenue

claim: ChartMogul says the top quartile of companies with $15M to $30M+ ARR did not reach 100% NRR in 2024.

methodology: ChartMogul H1 benchmark analysis by ARR range.

caveat: This is an ARR-segment benchmark. Do not generalize to every SaaS segment.


claim: ChartMogul says best-in-class SaaS companies with over $300K ARR continued to reach or surpass 100% NRR, but their NRR numbers had been declining since 2022.

methodology: ChartMogul top-decile NRR benchmark by ARR.

caveat: Directional best-in-class benchmark, not a guaranteed target.


claim: ChartMogul says only the top quartile of companies with $500+ ARPA achieved 100%+ NRR in 2024.

methodology: ChartMogul NRR benchmark by ARPA range.

caveat: ARPA segmentation changes the benchmark expectation.


claim: ChartMogul says the median company with 100%+ NRR grew 48% year over year in H1 2024.

methodology: ChartMogul excluded companies with less than $1M ARR for the NRR growth-impact section.

caveat: The 48% figure applies to the filtered H1 2024 analysis.


claim: ChartMogul says companies with 100%+ NRR grew more than two times faster than SaaS companies with less than 100% NRR.

methodology: ChartMogul NRR growth-impact analysis excluding companies below $1M ARR.

caveat: Use as a report-stated comparison, not as a newly calculated ratio.


claim: ChartMogul says companies with 100%+ NRR get over half of their revenue from expansion.

methodology: ChartMogul MRR movements by NRR range analysis.

caveat: Revenue movement mix varies by NRR bucket.


claim: ChartMogul says companies in the low NRR range rely on 70% new business and 15% expansion for growth.

caveat: This describes the low NRR bucket, not all SaaS companies.


claim: ChartMogul says companies in the low NRR range have a median 7% churn, double the churn rate of companies with 100%+ NRR.

methodology: ChartMogul customer churn by NRR range analysis.

caveat: This comparison is by NRR bucket.


claim: ChartMogul says the top quartile of companies with 100%+ NRR has around 2.6K subscribers and grows subscribers at 40% year over year.

methodology: ChartMogul subscriber count and growth by NRR range analysis.

caveat: Top-quartile segment benchmark, not a median for the whole market.


claim: ChartMogul says the top quartile of companies in the low NRR range grows subscribers by 30% and has almost 13K subscribers.

caveat: This describes a low NRR segment with high subscriber count.


claim: ChartMogul says only 6% of companies with a 12K+ subscriber base reach 100%+ NRR.

methodology: ChartMogul NRR and subscriber count analysis.

caveat: Subscriber-count segment benchmark.


claim: ChartMogul says companies with $15M to $30M+ ARR saw 40% of growth driven by expansion in 2024, compared with 30% in early 2021.

methodology: ChartMogul executive-summary finding on expansion share of growth.

caveat: ARR-range benchmark, not all SaaS.


claim: ChartMogul says top-quartile companies with up to 1.5K subscribers achieved 100% NRR in H1 2024, while companies with over 12K subscribers typically had 76% NRR.

methodology: ChartMogul executive-summary finding on subscriber count and NRR.

caveat: Subscriber-count benchmark, not an ARR-based benchmark.


claim: ChartMogul says its B2B classification model reached 98% accuracy after human review of a large sample.

methodology: ChartMogul used AI to classify whether a company was B2B based on its website, then reviewed a large sample.

caveat: Classification method note, not a retention-performance metric.


claim: Benchmarkit says about 1,000 B2B SaaS companies participated in its 2024 SaaS Performance Metrics Benchmarking research.

source_title: 2024 SaaS Performance Metrics Benchmark

methodology: Benchmarkit public benchmark page captured in the local source pack.

caveat: Benchmarkit report uses 2023 performance data.


claim: Benchmarkit says the bottom quartile decreased to 79% GRR in 2023, down from 81% GRR in 2022.

methodology: Benchmarkit gross revenue retention benchmark.

caveat: Private B2B SaaS benchmark using 2023 data.


claim: Benchmarkit says ACVs greater than $100K are historically associated with 90%+ GRR.

methodology: Benchmarkit GRR by average contract value commentary.

caveat: ACV-based benchmark.


claim: Benchmarkit says solutions under $1K have historically had gross revenue retention below 80%.

caveat: Benchmarkit notes it did not have enough participants to break out the lowest ACV segments in this report.


claim: Benchmarkit says usage-based pricing models had 3% lower GRR at the median and 3% lower GRR at the 25th percentile.

methodology: Benchmarkit GRR commentary by pricing model.

caveat: Do not infer causation from pricing model alone.


claim: Benchmarkit says private SaaS company median NRR stood at 101%, a 4% decrease since 2021.

methodology: Benchmarkit private SaaS NRR benchmark.

caveat: 2023 private SaaS benchmark, not a 2026 calendar-year result.


claim: Benchmarkit says public SaaS and cloud company NRR decreased from about 120% in 2022 to about 110% in 2023.

methodology: Benchmarkit public-company NRR comparison in the NRR section.

caveat: Public-company comparison should not be used as a private SaaS benchmark.


metric_category: cac

claim: Benchmarkit says fewer than 20% of companies measure Expansion CAC Ratio.

methodology: Benchmarkit Expansion CAC Ratio section.

caveat: Expansion CAC measurement adoption, not performance.


claim: Benchmarkit says the 2023 Expansion CAC Ratio was $1.00 at the median.

methodology: Benchmarkit Expansion CAC Ratio benchmark.

caveat: Includes sales, marketing and customer success expense used to expand existing customer ARR.


claim: Benchmarkit says the reported Expansion CAC Ratio benchmark was $0.69 at the median before the 2023 benchmark.

methodology: Benchmarkit Expansion CAC Ratio benchmark history.

caveat: Benchmarkit did not publish the metric in 2022 due to the number of companies that calculated it.


claim: Benchmarkit says the new Expansion CAC Ratio benchmark represented a 45% year-over-year increase in the cost to expand $1 of ARR with an existing customer.

caveat: Use as report-stated year-over-year increase.


claim: Benchmarkit says expansion ARR increased to 35% of total new ARR at the median in 2023, after 33% in 2022 and a historical 30% benchmark.

methodology: Benchmarkit Expansion ARR to Growth ARR percentage section.

caveat: Expansion share should be viewed in context of company size.


claim: Benchmarkit says companies approaching $50M ARR and above were close to having 50% of growth ARR generated by existing customer expansion.

caveat: Stage-specific benchmark.


metric_category: payback

claim: Benchmarkit says subscription gross margin was 79% at the median in 2023, the same as 2022.

methodology: Benchmarkit gross margin on software subscriptions section.

caveat: Gross margin context for lifetime value and retention economics.


claim: Benchmarkit says the entry point to the top quartile for subscription gross margin increased to 85% in 2023.

caveat: Gross margin benchmark, not a retention rate.


claim: SaaS Capital says the median NRR for private SaaS companies with ACVs between $25K and $50K is 102%.

source_title: What is a Good Retention Rate for a Private SaaS Company in 2025?

methodology: SaaS Capital private B2B SaaS retention benchmark by ACV.

caveat: ACV range matters; do not apply this median to all ACV levels.


claim: SaaS Capital says companies with ACVs between $25K and $50K have a top-quartile NRR of 111% and a lowest-quartile NRR of 97%.

methodology: SaaS Capital private B2B SaaS NRR quartile benchmark by ACV.

caveat: ACV-specific quartile spread.


claim: SaaS Capital defines NRR as December 2024 MRR from customers who were customers in December 2023 divided by total MRR in December 2023.

methodology: SaaS Capital explains its net revenue retention calculation.

caveat: Formula uses dollar retention, not customer account retention.


claim: SaaS Capital says NRR can range from 0% to well above 100% because it includes upsells, cross-sells and price increases.

methodology: SaaS Capital NRR definition section.

caveat: Definition note, not a performance benchmark.


claim: SaaS Capital defines GRR with the same cohort formula as NRR but excludes upsells, cross-sells and price increases.

methodology: SaaS Capital gross revenue retention definition section.

caveat: GRR cannot exceed 100% under this definition.


claim: SaaS Capital says the median growth rate across the entire survey sample of companies with more than $1M ARR was 24%.

methodology: SaaS Capital growth-rate by median NRR discussion.

caveat: Private B2B SaaS survey sample.


claim: SaaS Capital says groups of companies with NRR of at least 110% had growth rates above the population median, while companies below 100% NRR grew below the population median.

methodology: SaaS Capital analysis of growth rate by median NRR.

caveat: Directional relationship from survey groups, not causation.


claim: Recurly reports an overall monthly churn rate of 3.27%, with 2.41% voluntary churn and 0.86% involuntary churn.

source_title: Churn Rate Benchmarks

methodology: Recurly churn benchmark page from 1,200+ subscription sites over January to December 2023.

caveat: Monthly platform benchmark across subscription sites.


claim: Recurly says 54.5% of its customers experienced decreased overall churn rates compared with the previous year.

methodology: Recurly churn benchmark analysis.

caveat: Recurly customer benchmark, not all subscription businesses.


claim: Recurly says businesses using tailored retention-driving options such as pause features, tiered pricing and loyalty incentives are more likely to sustain a 95.6% Renewal Invoice Paid Rate.

methodology: Recurly churn benchmark page referencing its State of Subscriptions report.

caveat: Renewal Invoice Paid Rate is not the same as NRR or logo retention.


claim: Recurly says its churn management techniques have provided merchants with an average 16X ROI.

methodology: Recurly churn benchmark page referencing churn-management techniques.

caveat: Vendor platform ROI claim; do not treat as independent research.


claim: Recurly says 44.1% of businesses saw a decrease in voluntary churn rates compared with the previous year.

caveat: Recurly customer benchmark.


claim: Recurly says DTC subscription businesses in Digital Media and Entertainment, Consumer Goods and Retail, and Education have an average churn rate of 6.5%.

methodology: Recurly business churn rate by industry section.

caveat: DTC subscription benchmark, not B2B SaaS.


claim: Recurly says B2B counterparts such as Software and Business and Professional Services have an average churn rate of 3.8%.

caveat: Broad B2B subscription category, not SaaS-only.


claim: Recurly's churn benchmark study examined 1,200+ subscription sites over 12 months from January to December 2023.

methodology: Recurly methodology section.

caveat: Platform sample and monthly churn methodology.


claim: Recurly's 2026 State of Subscriptions report analyzes data from 76 million unique subscribers and 2,200 global merchants.

source_title: The 2026 State of Subscriptions

methodology: Recurly 2026 State of Subscriptions public report summary.

caveat: Subscription economy benchmark, not B2B SaaS-only.


claim: Recurly says acquisition rates stabilized around 3% while overall subscription growth slowed to 12.6%.

methodology: Recurly 2026 State of Subscriptions key findings.

caveat: Subscription economy benchmark.


claim: Recurly says former subscribers drive nearly 1 in 4 new sign-ups.

caveat: Win-back benchmark across subscription businesses.


claim: Recurly says 52% of consumers canceled at least one subscription in the past year because of lack of use.

caveat: Consumer subscription behavior, not B2B SaaS-only.


claim: Recurly says merchants offering pause-before-cancel options saw pause usage increase by 337% year over year.

methodology: Recurly 2026 State of Subscriptions flexibility finding.

caveat: Pause feature usage, not retention rate by itself.


claim: Recurly says 3 out of 4 subscribers who pause eventually return to the service.

caveat: Pause-return behavior across Recurly subscription data.


claim: Recurly says micro subscriptions convert 13% of buyers into long-term recurring plans.

caveat: Subscription economy conversion finding.


claim: Recurly says 40% of companies are beginning to use AI for revenue recovery and churn prediction.

methodology: Recurly 2026 State of Subscriptions AI usage finding.

caveat: AI adoption signal, not a proven churn outcome.


claim: Recurly says annual plans generate 50% to 60% higher revenue per user while monthly plans offer flexibility and higher recoverability.

methodology: Recurly 2026 State of Subscriptions report summary.

caveat: Plan-mix benchmark across subscriptions.


claim: Gainsight says 52% of companies surveyed are integrating AI into customer success workflows.

source_title: Customer Success Index 2024 and 2025 trend summary

source_quality: medium

methodology: Gainsight Customer Success Index trend summary conducted with Benchmarkit.

caveat: Vendor-published CS survey.


claim: Gainsight says AI saves customer success teams more than 10 hours per week.

methodology: Gainsight CS Index trend summary.

caveat: Vendor-published productivity claim.


claim: Gainsight says digital customer success increased 15% annually.

caveat: CS practice adoption, not financial retention.


claim: Gainsight says online customer communities and self-service portals surged from 42% last year to 73% this year.

caveat: Adoption of digital CS tools.


claim: Gainsight says 95% of B2B tech companies have established customer success functions.

caveat: CS function adoption, not revenue retention performance.


claim: Gainsight says 62% of organizations outside B2B tech are adopting customer success principles.

caveat: CS adoption outside B2B tech.


claim: Gainsight says 55% of companies use GRR as a top performance measurement.

caveat: Metric-priority signal, not a benchmark value.


claim: Gainsight says 76% of companies indicated customer retention as a primary revenue metric.


claim: Gainsight says 89% of North American organizations focus on GRR.

caveat: Regional metric-priority signal.


claim: Gainsight says 95% of European companies prioritize logo retention as a key performance metric.


metric_category: ratio

claim: Gainsight says 94% of organizations have cross-functional collaboration at the core of their customer strategies.

caveat: Organizational practice benchmark.