Core Business Metrics

These are the metrics that define SaaS business health. Every SaaS business should track these.

Foundation: Core metric definitions are aligned with the SaaS Metrics Standards Board (SMSB) standards where published.

Revenue Metrics

MRR (Monthly Recurring Revenue)

Definition: The total predictable revenue from active subscriptions, normalized to a monthly value.

Formula:

MRR = Sum of (Monthly subscription value for all active customers)

For annual contracts:

MRR contribution = Annual Contract Value / 12

Include:

Recurring subscription fees
Expansion and upgrade revenue
Discounts (use discounted amount, not list price)

Exclude:

One-time fees (setup, implementation, professional services)
Trial accounts and free users
Variable/usage-based fees (unless contractually guaranteed)
Non-recurring charges

Inputs:

Active customer list
Subscription/contract value for each customer
Contract term (monthly/annual)

What it tells you: The current run rate of your recurring revenue engine.

Important: MRR is a business insights metric, not a GAAP/FASB accounting term. It is representative of, but not identical to, recognized revenue.

Common mistakes:

Including one-time fees (setup, professional services)
Including usage/consumption revenue that isn’t guaranteed
Double-counting customers during plan changes
Not normalizing annual contracts to monthly
Treating MRR as an accounting figure

Related metrics: ARR, MRR Growth Rate, New MRR, Expansion MRR, Churned MRR

Sources:

ARR (Annual Recurring Revenue)

Definition: The annualized value of recurring revenue. ARR represents the yearly run rate of subscription revenue.

Note: ARR is used to mean two things in the industry:

Annualized Run Rate = MRR × 12 (common for monthly-billing companies)
Annual Recurring Revenue = Sum of annualized contract values (common for annual-contract companies)

Both are valid. The GASP Standard uses MRR × 12 for consistency across business models.

Formula:

ARR = MRR × 12

Include: Same inclusions/exclusions as MRR, annualized.

What it tells you: The scale of the business on an annual basis. Used for valuation, planning, and investor reporting.

Common mistakes:

Calculating from annual contracts directly without normalizing (leads to timing mismatches)
Treating ARR as cash (it’s a run rate, not collected revenue)
Mixing definitions without declaring which one you’re using

Sources:

SaaS Metrics Standards Board: ARR (canonical)
ChartMogul: ARR Definition
Maxio: Annual Recurring Revenue

ARPA (Average Revenue Per Account)

Definition: Average monthly recurring revenue per customer.

Formula:

ARPA = MRR / Active Customers

What it tells you: The average value of a customer on a monthly basis. Used in LTV and CAC Payback calculations.

Note: Some companies use ARPU (Average Revenue Per User) for user-based pricing. ARPA is account-level; ARPU is user-level.

MRR Growth Rate

Definition: The month-over-month percentage change in MRR.

Formula:

MRR Growth Rate = (MRR this month - MRR last month) / MRR last month × 100

Benchmarks:

Early stage (pre-$1M ARR): 15-20% MoM
Growth stage ($1M-$10M ARR): 5-10% MoM
Scale stage ($10M+ ARR): 2-5% MoM

What it tells you: The velocity of revenue growth.

Sources: Baremetrics, Chargebee

New MRR

Definition: MRR generated from brand new customers acquired in the period.

Formula:

New MRR = Sum of (first month MRR from customers acquired this period)

Example: 5 new customers × $60/month plan = $300 New MRR

What it tells you: The output of your acquisition engine.

Sources: Drivetrain, SaaS Academy

Expansion MRR

Definition: Additional MRR from existing customers through upgrades, add-ons, seat increases, or price increases.

Formula:

Expansion MRR = Sum of (MRR increase from existing customers this period)

Includes: Upsells, cross-sells, add-ons, seat expansion, plan upgrades

What it tells you: Your ability to grow revenue without acquiring new customers. The most efficient growth.

Key insight: Expansion MRR rate should exceed churn rate for negative net churn.

Sources: Wall Street Prep, Drivetrain

Churned MRR

Definition: MRR lost from customers who cancelled their subscriptions.

Formula:

Churned MRR = Sum of (MRR from customers who churned this period)

What it tells you: The leakage in your revenue bucket from customer attrition.

Sources: Drivetrain, Baremetrics

Contraction MRR

Definition: MRR reduction from existing customers who downgraded but didn’t churn.

Formula:

Contraction MRR = Sum of (MRR decrease from existing customers who remain active)

Includes: Plan downgrades, removed seats, dropped add-ons

What it tells you: Revenue pressure from customers reducing usage/commitment.

Sources: Drivetrain, SaaS Academy

Net New MRR

Definition: The net change in MRR after accounting for all movements.

Formula:

Net New MRR = New MRR + Expansion MRR - Churned MRR - Contraction MRR

Example: $50,000 starting + $2,500 new + $5,000 expansion - $1,000 churned - $500 contraction = $56,000 ending

What it tells you: The bottom line of your revenue engine’s performance. Positive = growing. Negative = shrinking.

Sources: Baremetrics, Chargebee

Retention Metrics

Net Revenue Retention (NRR)

Definition: The percentage of revenue retained from existing customers over a period, including expansion, contraction, and churn. Also known as Net Dollar Retention (NDR).

Calculation Methods:

SMSB provides two methods. The cohort method is preferred for accuracy.

1. Cohort Method (Preferred): Compare the MRR of a specific group of customers from one year ago to the MRR of those same customers today. New customers acquired during the period are excluded.

NRR = MRR of cohort today / MRR of same cohort 12 months ago × 100

2. Formula Method:

NRR = (Beginning MRR + Expansion MRR - Contraction MRR - Churned MRR) / Beginning MRR × 100

Time period: Typically measured annually. The GASP Standard recommends trailing 12 months for board/investor reporting, as it smooths seasonality.

Annualization: If calculating over a shorter period, annualize by raising to the appropriate power:

Monthly NRR annualized: (Monthly NRR / 100) ^ 12 × 100
Quarterly NRR annualized: (Quarterly NRR / 100) ^ 4 × 100

Does NOT include: New customer revenue. NRR measures existing customer behavior only.

Benchmarks (per KeyBanc 2024, SaaS Capital 2025):

Below 90%: Leaky bucket. Growth requires constant new acquisition.
90-100%: Stable. You keep what you have.
100-110%: Good. Existing customers grow. (Median for VC-backed SaaS: 101-106%)
110-120%: Great. Strong expansion motion.
120%+: Exceptional. Top quartile performance.

Segment-specific benchmarks (per SaaS Capital 2025):

SMB-focused: 90-105% typical
Mid-market: 105-115% typical
Enterprise: 115-125% typical

What it tells you: Can you grow without adding new customers? NRR is a critical indicator of SaaS sustainability because it measures whether your existing customer base is expanding or contracting. High NRR reduces dependence on new customer acquisition for growth.

Common mistakes:

Calculating over inconsistent time periods
Including new customer revenue (that’s not NRR)
Excluding small customers or segments
Confusing with Gross Revenue Retention (GRR)

Sources:

Gross Revenue Retention (GRR)

Definition: The percentage of revenue retained from existing customers, excluding expansion revenue. Also known as Gross Dollar Retention.

Calculation Methods:

SMSB provides two methods. The cohort method is preferred for accuracy.

1. Cohort Method (Preferred): Compare the MRR of a cohort, using the lesser of beginning MRR or current MRR for each customer (this mathematically eliminates expansion while capturing shrinkage and churn).

GRR = Sum of min(Beginning MRR, Current MRR) per customer / Beginning MRR × 100

2. Formula Method:

GRR = (Beginning MRR - Contraction MRR - Churned MRR) / Beginning MRR × 100

Time period: Typically measured annually.

Annualization: If calculating over a shorter period, annualize by raising to the appropriate power:

Monthly GRR annualized: (Monthly GRR / 100) ^ 12 × 100
Quarterly GRR annualized: (Quarterly GRR / 100) ^ 4 × 100

Critical: GRR cannot exceed 100%. Unlike NRR, it does not include upsells, cross-sells, or expansion. Maximum GRR = 100% (zero churn).

Benchmarks (per SaaS Capital 2025):

Below 80%: Severe retention problem
80-85%: Below average for most segments
85-90%: Average for SMB-focused businesses (Median for bootstrapped SaaS: 92%)
90-95%: Good, typical for mid-market
95%+: Excellent, typical for enterprise (90th percentile: 98%)

Segment-specific (per SaaS Capital 2025):

SMB: 85%+ is good
Mid-market/Enterprise: 90%+ is good
High ACV Enterprise: 95%+ expected

What it tells you: The baseline health of your customer relationships, independent of upsell. Investors examine GRR alongside NRR because strong expansion can mask high churn.

Sources:

SaaS Metrics Standards Board: GRR (canonical)
Wall Street Prep: Gross Revenue Retention
ChartMogul: GRR

Logo Churn Rate (Customer Churn)

Definition: The percentage of customers lost in a period. Also called customer churn or logo churn.

Formula:

Logo Churn Rate = Customers lost in period / Customers at start of period × 100

Time period: Monthly or annual basis. Always specify which.

Benchmarks (Monthly, per OpenView/High Alpha 2024):

<1%: Good for established SaaS
1-2%: Acceptable
2-3%: Concerning
3%: Requires attention

Benchmarks (Annual):

<5%: Excellent
5-7%: Good
7-10%: Average
10%: High churn

By segment (per SaaS Capital 2025):

SMB: Higher churn is normal (3-5% monthly). SMB churn is ~8x higher than enterprise.
Mid-market: 1-2% monthly typical
Enterprise: <1% monthly expected

What it tells you: How many customers are leaving, regardless of their value. Important for understanding customer experience separate from revenue impact.

Logo vs Revenue Churn: Logo churn counts customers equally. Revenue churn weights by value. Losing a few high-value customers may show low logo churn but high revenue churn.

Sources:

Revenue Churn Rate

Definition: The percentage of MRR lost to churn and contraction in a period. Also called MRR Churn Rate.

Formula:

Revenue Churn Rate = (Churned MRR + Contraction MRR) / Beginning MRR × 100

This is gross revenue churn - it measures losses only, without netting against expansion. This is the canonical formula because it isolates the leakage problem.

Note: “Net Revenue Churn” (which subtracts expansion) can be calculated but conflates two distinct dynamics. Use NRR for the net view instead.

Benchmarks (Monthly, per OpenView 2024):

<2%: Good
2-5%: Average
5%: High (average annual churn ~4.9% for B2B SaaS)

What it tells you: The revenue impact of churn. If revenue churn is lower than logo churn, you’re losing smaller customers (often acceptable). If higher, you’re losing larger customers (concerning).

Sources:

NPS (Net Promoter Score)

Definition: A measure of customer loyalty based on likelihood to recommend.

Origin: Developed by Fred Reichheld, Bain & Company, and Satmetrix (2003). Based on Harvard Business Review article “The One Number You Need to Grow.”

The Question: “How likely are you to recommend [product/company] to a friend or colleague?” (0-10 scale)

Customer Categories:

Category	Score	Behavior
Promoters	9-10	Loyal, enthusiastic, will refer, drive growth
Passives	7-8	Satisfied but vulnerable, may switch to competitors
Detractors	0-6	Unhappy, high churn, 80%+ of negative word-of-mouth

Formula:

NPS = % Promoters - % Detractors

Passives are not included in the calculation.

Score Range: -100 to +100

Benchmarks (per Bain & Company, CustomerGauge 2025):

Below 0: More detractors than promoters
0-30: Average (B2B SaaS average: 36-41)
30-50: Good
50-70: Excellent (top performers)
70+: World class

What it tells you: A leading indicator of retention and growth. NPS can signal churn risk before it manifests in revenue metrics, making it useful for early intervention. Bain & Company research links NPS to organic growth through referrals and reduced churn.

Common mistakes:

Low response rates (<20% makes data unreliable)
Survey fatigue from over-asking
Not closing the loop with detractors
Comparing across industries (benchmarks vary significantly)

Sources:

Efficiency Metrics

CAC (Customer Acquisition Cost)

Definition: The total cost to acquire a new customer.

Formula:

CAC = (Sales + Marketing spend in period) / New customers acquired in period

Include:

Sales salaries and commissions (for new customer acquisition)
Marketing salaries
Advertising spend
Marketing tools and software
Events and content costs
Trial/POC costs (hosting, implementation support)

Exclude:

Customer Success costs (retention, not acquisition)
Costs for existing customer expansion
General overhead (unless investor requires)

Allocation: If a salesperson splits time between new and existing customers (e.g., 70/30), allocate only the acquisition portion (70%) to CAC.

Timing: For long sales cycles, consider lagged CAC: spend from 60-90 days ago / customers acquired today.

What it tells you: The investment required to acquire each customer.

Benchmarks (per First Page Sage 2025):

SMB SaaS: $300-$1,000
Mid-market: $1,000-$5,000
Enterprise: $5,000-$50,000+
Target LTV:CAC ratio: 3:1 or higher (see LTV:CAC Ratio)

Common mistakes:

Excluding salaries (they’re a real cost)
Using wrong time period (customers acquired may not align with spend timing)
Including Customer Success costs
Mixing paid and organic (calculate separately for channel efficiency)

Sources:

LTV (Customer Lifetime Value)

Definition: The total revenue (or profit) expected from a customer over their lifetime. Also known as CLV (Customer Lifetime Value) or CLTV.

Formula:

LTV = (ARPA × Gross Margin) / Revenue Churn Rate

Where:

ARPA = Average Revenue Per Account (monthly)
Gross Margin = typically 70-85% for SaaS
Revenue Churn Rate = monthly churn rate

Why gross margin is included: LTV measures profit contribution, not just revenue. Using gross margin reflects what you actually retain after delivery costs. This is the canonical formula.

What it tells you: The upper bound of what you should spend to acquire a customer.

Limitations:

Basic formula is optimistic (assumes linear churn)
Doesn’t account for expansion revenue (understates for high-NRR companies)
Requires sufficient sample size for accuracy
Consider applying 0.75x discount for conservatism

Sources:

LTV:CAC Ratio

Definition: The ratio of customer lifetime value to acquisition cost. Measures the return on investment from sales and marketing spend.

Formula:

LTV:CAC = LTV / CAC

Express as ratio (e.g., “3:1” or “3.0x”).

Benchmarks (per Optifai 2025, Wall Street Prep):

Below 1:1: Losing money on every customer
1:1 to 2:1: Breaking even or marginal, concerning to investors
3:1 to 4:1: Industry standard, healthy sustainable growth (Median B2B SaaS: 3.2:1)
4:1 to 5:1: Strong business model
Above 5:1: Under-investing in growth; could be growing faster

What it tells you: Unit economics health. Are customers worth more than they cost to acquire?

Important: Higher is not always better. A very high ratio (5:1+) suggests you’re leaving growth on the table by not investing enough in acquisition.

Sources:

CAC Payback Period

Definition: The number of months required to recover the cost of acquiring a customer. Also called “Months to Recover CAC” or “Time to Recover CAC.”

Formula:

CAC Payback = CAC / (ARPA × Gross Margin)

Result in months.

Why include Gross Margin: Using gross margin (not just revenue) reflects actual profit recovery. Without it, payback appears shorter than reality.

Benchmarks (per Benchmarkit 2025, KeyBanc 2024):

Under 12 months: Good, investor-friendly target (best-in-class)
12-18 months: Acceptable (Median 2024: 18-20 months)
18-24 months: Concerning for most segments
Over 24 months: Requires attention

By segment:

SMB: 8-12 months typical
Mid-market: 14-18 months typical
Enterprise: 18-24 months typical (longer sales cycles)

What it tells you: How quickly customers become profitable. Critical for cash management and determining sustainable growth rate.

Sources:

Gross Margin

Definition: Revenue minus cost of goods sold (COGS), as a percentage of revenue. Measures profitability after direct delivery costs.

Formula:

Gross Margin = (Revenue (GAAP) - COGS) / Revenue (GAAP) × 100

Note: Use GAAP-recognized revenue, not MRR/ARR. Gross Margin is a financial statement metric.

Include in COGS:

Hosting/infrastructure costs (AWS, Azure, etc.)
Customer Support team (fully burdened: salaries, benefits, tools)
Customer Success team (if retention-focused, not sales)
DevOps team costs
Payment processing fees
Third-party software for product delivery
Capitalized software amortization

Exclude from COGS:

Sales & Marketing expenses
R&D (product development)
G&A overhead

COGS Test: “Can customers still access and use the application if I don’t pay this expense?” If no → include in COGS.

Fully burdened: COGS departments should include all costs: wages, bonuses, payroll taxes, benefits, travel, training, internal tools.

Benchmarks (per CloudZero 2025, industry surveys):

Below 60%: Low, may indicate infrastructure-heavy or services-heavy business
60-70%: Moderate (Seed/Series A acceptable while scaling)
70-80%: Good, typical for SaaS (Most VCs require 70%+ for investment)
75-80%: Series B+ expected, attractive to investors
80-85%: Best-in-class (commands valuation premium)

What it tells you: How much of each dollar of revenue is available after delivery costs. Higher margins = more scalable business.

Sources:

Rule of 40

Definition: A heuristic that balances growth and profitability. A healthy SaaS company’s growth rate plus profit margin should equal 40% or more.

Formula:

Rule of 40 = ARR Growth Rate (YoY %) + EBITDA Margin (%)

Where:

ARR Growth Rate = (Current ARR - ARR 12 months ago) / ARR 12 months ago × 100
EBITDA Margin = EBITDA / Revenue (GAAP) × 100

Component definitions:

ARR Growth Rate: Year-over-year percentage change in ARR. Use ARR (not MRR or GAAP revenue) for consistency with SaaS valuation standards.
EBITDA Margin: EBITDA as a percentage of GAAP revenue. EBITDA is the most common choice; FCF margin is an acceptable alternative but must be disclosed.

Origin: Coined by Brad Feld (2015), heard from a late-stage investor.

Applicability: Use when company reaches ~$1M MRR / $12M ARR. Not meaningful for early-stage startups.

Examples of hitting 40%:

60% growth + (-20%) margin = 40% (high growth, investing)
20% growth + 20% margin = 40% (balanced)
5% growth + 35% margin = 40% (mature, profitable)

Benchmarks (per McKinsey, Meritech Capital 2024):

Below 20: Struggling (Median public SaaS Q1 2025: 12-15%)
20-40: Developing (Median mid-2024: 34%)
40+: Healthy balance of growth and profitability
60+: Elite (top quartile: 45%+ growth component)

What it tells you: Whether you’re balancing growth and profitability appropriately. You can grow fast and lose money, or grow slow and be profitable, but the sum should hit 40.

Limitations:

The “40” is arbitrary, not scientifically derived
Should not be used as pass/fail
Context matters (vertical vs horizontal, market conditions)

Sources:

Summary Table

Metric	Category	Primary Indicator Of
MRR	Revenue	Business scale
MRR Growth Rate	Revenue	Growth velocity
NRR	Retention	Revenue sustainability
GRR	Retention	Customer relationship health
Logo Churn	Retention	Customer loss rate
NPS	Retention	Customer loyalty (leading)
CAC	Efficiency	Acquisition investment
LTV:CAC	Efficiency	Unit economics
CAC Payback	Efficiency	Cash efficiency
Gross Margin	Efficiency	Delivery efficiency
Rule of 40	Efficiency	Growth/profit balance