Unlike topline sales or new customer growth, NRR reflects your company’s ability to grow revenue from the base you already have.
An NRR greater than 100% means your upgrades, upsells and cross-sells outweigh churn, cancellations and downgrades, which signals durable revenue growth. An NRR less than 100% indicates a contraction in revenue generating activity across your customer base.
NRR is considered one of the most important metrics in B2B SaaS and subscription-based B2C because it captures expansion revenue over time, not just customer retention.
You’ll also hear NRR referred to as net dollar retention or simply net revenue retention rate.
NRR vs Gross Revenue Retention (GRR)
It’s easy to confuse NRR with Gross Revenue Retention (GRR):
- GRR shows the subscription revenue you retain after churn, downgrades and cancellations without factoring in expansion revenue.
- NRR includes expansion revenues to give a more complete view of your net retention formula.
Because GRR ignores expansion, it can never exceed 100%. NRR, by design, can climb well above that threshold.
In use, each metric has distinct benefits:
- GRR is helpful for spotting retention issues and delivering a consistent, positive experience across your customer base, whereas
- NRR is helpful for evaluate upselling effectiveness, product-market fit and the combined impact of your sales, success and product teams.
How to calculate NRR
The NRR formula is straightforward:
NRR = (Starting MRR + Expansion Revenue – Downgrades – Churn – Cancellations) ÷ Starting MRR
Where:
- Starting MRR = recurring revenue from the same group of customers at the start of a specific period
- Expansion revenue = upgrades, upsells and cross-sells in the same period
- Contractions = downgrades, churn and cancellations in the same period
Example:
- Starting MRR: $100,000
- Expansion revenue: $20,000
- Downgrades + churn: $10,000
- Ending MRR: $110,000
NRR = $110,000 ÷ $100,000 = 110%
A higher NRR shows that your retention and expansion strategies are working and your existing customers are finding your product suite more valuable over time.
Why NRR matters for SaaS companies
For SaaS companies, NRR is a key metric of financial health, profitability and growth potential. New customer acquisition is expensive; expansion revenue is more efficient. It also indicates customers are getting value from your product or product suite.
A good net revenue retention rate tells investors your business model is sustainable: even without constant acquisition, your base revenue expands. Operators use it to shape pricing, product roadmaps and customer success orgs.
What is a good NRR rating?
Benchmarks vary across segment, company stage and industry. Early companies may struggle to hit even 80% as they find product-market fit. At scale, the best SaaS companies consistently post higher NRR above 100%. For example, in B2B SaaS:
- 100% NRR = baseline (customers renew, no expansion)
- Above 100% = expansion offsets churn; a hallmark of strong SaaS businesses
- 120%+ = often seen in category leaders like Snowflake or Zoom
To illustrate, here are some general benchmarks for B2B and B2C SaaS companies:
Sources for above data here and here.
Strategies to improve NRR
Improving NRR is less about chasing logos and more about maximizing lifetime value from your customer base:
- Reduce churn — Strong onboarding, proactive customer success and support loops to stop preventable losses.
- Drive expansion revenue — Build upgrades, upsells and cross-sells into your roadmap.
- Optimize pricing strategy — Annual subscriptions and tiered models encourage long-term contracts and create room for expansion.
- Invest in customer retention — Align product and success teams around solving real problems, not just acquisition.
Founders like Rick Song at Persona built billion-dollar valuations by leaning on NRR, not pure acquisition.
And in markets like AI, leaders such as May Habib of Writer show how enterprise expansion can fuel NRR.
NRR in practice
At its best, NRR is a real-world operating guide, not just a spreadsheet figure. It ties directly into financial health, valuation and planning while showing strength in an important part of your business.
Like any metric, NRR could be misleading if used incorrectly. For example, NRR with strong expansion can mask a “leaky bucket” situation for new customers.
When used correctly, NRR becomes a key indicator for a healthy growing business, showing whether your revenue streams expand naturally as your customers grow.
Read more from First Round on building durable revenue models and retention-driven growth.
Sources:
1. https://www.wudpecker.io/blog/retention-benchmarks-for-b2b-saas-in-2025
2. https://chartmogul.com/reports/saas-retention-report/saas-retention-report-2023.pdf