Customer Success Secrets: Building an NRR Machine
- 19 hours ago
- 1 min read
The best vertical SaaS companies treat customer success as their primary growth engine.
Last month I ran a workshop on how to build a CS org that drives NRR above 120%.
Most CS teams are stuck optimizing the wrong layer. They focus on engagement tactics (more check-ins, better QBRs, prettier dashboards) when the real leverage is structural.
The session covered:
→ Onboarding that creates lock-in
→ Health scoring that predicts expansion
→ Upsell playbooks that feel inevitable
I've built these systems multiple times. The gap between 100% NRR and 130%+ NRR is smaller than most CS leaders think, but it's in places they're not looking.
If you're running a vertical software business, this is worth your time.
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