Engineering SaaS Account Growth: Reversing NRR Decline with Telemetry 

NRR has eroded from 110.5 to 107.1 since 2023. This isn't just a laggard problem. Even top performers are seeing retention metrics slide. In this episode, SBI’s Nick Toman sits down with Dan Harmeson and Craig Riley to discuss why traditional health scores are failing to stop the bleeding and how the secret to durable growth lies in the data you already have but aren't using: product telemetry. 

"If you can't see it, you can't shape it." The panel unpacks how AI is merging CRM data with trillion-event telemetry sets to reveal the "six natural cohorts" of customer behavior. They explain how moving beyond simple login counts to "usage consistency" allows leaders to predict churn and expansion events with 90% accuracy up to 12 months in advance, giving account teams a precise roadmap to engineer growth rather than just hope for renewal. 

Key Talking Points:

• The NRR crisis: Why 58% of companies are seeing retention slide despite best efforts.
• The "Usage Consistency" Metric: Why volatility is a better predictor of churn than volume.
• The six natural cohorts: Identifying the specific behavioral clusters from "Explorers" to "Strugglers."
• Engineering growth: How specific "growth features" drive customers into higher-value cohorts.
• Bridging the gap: Using telemetry signals to coordinate AM and CSM plays for expansion. 
  
  

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