Hey CJ doesn’t the ratio break down if your NRR is below 100%
Typically we see ratios like ARR / Customer Success FTE and then how they are rewarded / KPI’d depends on expansion motion - normally we see them comped on GRR and not NRR unless they are enterprise account managers
But very interested to see benchmarks on
- ACV bands for named vs pooled customer success managers
- ARR/Customer Success FTE benchmarks
- calculating ROI and setting incentives for customer success managers
Yes it absolutely does. It would say there’s a more fundamental problem perhaps with your product.
I honestly think it also breaks down past a certain scale. If you are doing a billion in revenue and have NDR of 120%, you’re prob not investing $200m a year in CS
So I’d find this more useful for companies with NDR above 100% and below $100m in ARR
Hey CJ doesn’t the ratio break down if your NRR is below 100%
Typically we see ratios like ARR / Customer Success FTE and then how they are rewarded / KPI’d depends on expansion motion - normally we see them comped on GRR and not NRR unless they are enterprise account managers
But very interested to see benchmarks on
- ACV bands for named vs pooled customer success managers
- ARR/Customer Success FTE benchmarks
- calculating ROI and setting incentives for customer success managers
Yes it absolutely does. It would say there’s a more fundamental problem perhaps with your product.
I honestly think it also breaks down past a certain scale. If you are doing a billion in revenue and have NDR of 120%, you’re prob not investing $200m a year in CS
So I’d find this more useful for companies with NDR above 100% and below $100m in ARR
What would you propose for NDR below 100%
Work on the product