Insights
Perspectives on the economics of churn, post-sale revenue strategy, and the business case for Customer Success.
Start Internal: The AI-CS Sequence for Pressure-Testing Your Operating Model
20 agents and 1.2 humans is the destination Lemkin describes. The path starts with internal agents on the work the customer never sees, the operating model gets pressure-tested, then external agents earn their way in. Get the order wrong and the customer carries the cost.
Existing Revenue Under Pressure: Why the Customer Success Window Just Compressed
ClickUp's 100x org and Intuit's consumption pricing reset the operating assumptions inside SaaS this month. For CEOs, CROs, and PE operating partners, the customer success window for protecting existing revenue compresses meaningfully.
Inside the Growth Blueprint. The Operating Layer Most Value Creation Plans Skip
The Growth Blueprint is the operating layer most value creation plans skip in the first 100 days. Three layers, financial, operating, execution, convert the Phase 1 diagnostic into a 12-month operating plan, with NRR compounding through the bracket boundaries where enterprise value expansion concentrates.
108% is the new NRR median
The B2B SaaS NRR median dropped to 108%. Boards still anchored to 120% are benchmarking against a 2021 market. Inside: SaaS Capital's 2025 segment tiers, the Churn Tax overlay, and three moves for 2026 boards.
Why Total Addressable Revenue Sizing Alone Won't Capture It
TAR sizing tells you the prize. Capturing it requires the operating model beneath the math: drivers, levers, engagement segmentation, and the hiring profile to operationalize them. A senior operator case study from our Managing Director, and the Blueprint phase that converts the math into a Revenue Recovery plan.
AI Readiness Is the Next CS Maturity Question, and Most SaaS Companies Will Fail It
Operating partners are extending the AI value creation question to Customer Success. Most SaaS companies aren't ready. AI Readiness measures the gap.
Net Revenue Retention Won't Tell You If You're Capturing Your Customer Base
Healthy NRR can mask a stagnant customer base. Why CCOs at $100M-$1B ARR B2B SaaS need Total Addressable Revenue, not just retention metrics.
Applying the Churn Tax to Public SaaS: Two Companies, Two Different Realities
We applied the Churn Tax framework to two publicly traded SaaS companies using their disclosed financials. JFrog's Churn Tax: 7.5% of ARR. Domo's: 53.8%. Same framework, radically different outcomes. Here's what NRR alone can't show about retention.
The Maturity Trap: Why Skipping CS Stages Costs More Than Taking Them
Most SaaS companies overestimate their CS maturity by at least one full stage. Learn why skipping maturity stages costs more than building them, and how the CS Maturity Assessment identifies the gaps driving your Churn Tax.
The Capital Allocation Problem: SaaS Companies Overspend on Acquisition and Underinvest in Retention
SaaS companies spend $2 to acquire $1 of new ARR but $0.09 to retain it. The budget stays lopsided because churn costs hide across the P&L. Here's the reallocation math.
The Revenue Diagnostic: Build a Business Case for CS Investment Your Leadership Will Fund
Most CS investment proposals fail because they speak the wrong language. Learn how combining the Churn Tax and Expansion Gap diagnostic with a customer success Maturity Assessment produces a business case your CFO and board will fund, with realistic timelines and projected revenue recovery.
The Churn Tax: The Full Cost Your Churn Rate Hides
Most companies measure churn as a percentage on a dashboard. The real cost has three layers: the lost revenue, the sales dollars spent replacing it, and the expansion revenue those customers will never generate. At $300M ARR, the total Churn Tax runs $38.3M per year, compounding to $125M over 3 years. Your churn rate is only one-third of the story.