Resources
The Customerscore.io blog
Playbooks, benchmarks, and plain-English definitions on retention, churn, and customer success for B2B SaaS.
VP of Customer Success: Role, Responsibilities, KPIs and First 90 Days
What a VP of Customer Success does: responsibilities, the KPIs they own, how it differs from a CS director, a job description outline and the first 90 days.
Read articleMRR and ARR in SaaS: Formulas, the Types of MRR and How They Connect to Retention
How to calculate MRR and ARR in SaaS, the five types of MRR (new, expansion, contraction, churned, reactivation), common mistakes and how MRR drives NRR.
Read articleOne-to-Many Customer Success: How to Scale CS Without Losing the Personal Touch
One-to-many customer success explained: when it fits, how to segment accounts into coverage models, the tactics that work at scale and how to measure it.
Read articleQuarterly Business Reviews (QBRs) in SaaS: Template, Agenda and Prep Checklist
What a QBR is and how to run one in B2B SaaS: the purpose, a slide-by-slide template, the agenda, a prep checklist and how to adapt it by account size.
Read articleRenewal Rate in SaaS: How to Calculate and Improve It
Renewal rate in SaaS: the formula with a worked example, customer vs. revenue renewal rate, renewal dates, and 7 ways to improve your renewal rate.
Read articleWhat Is Revenue Operations (RevOps)? Role, Responsibilities and How It Works With Customer Success
What Revenue Operations (RevOps) is, what it owns in B2B SaaS, the metrics it reports, and how RevOps works with customer success on retention, NRR and tooling.
Read articleWhat is Tech Touch in Customer Success?
Learn how Tech Touch strategies help SaaS teams scale customer engagement using automation, without sacrificing experience.
Read articleCustomer Health Score: How to Build One (Rule-Based vs. Predictive)
Customer health score explained: rule-based vs. predictive models, which data you need, how to build one step by step, and where each approach breaks.
Read articleFeature Adoption in SaaS: How to Measure It, Find the Gaps and Drive Usage
Feature adoption explained: what it means, how to measure it with an adoption funnel, how to run an adoption gap analysis and how to drive usage in B2B SaaS.
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