Engineering SaaS Account Growth

SBI research shows most SaaS companies are struggling to grow revenue from their existing customer base. 

Net Revenue Retention (NRR) has fallen from 110.5% in 2023 to 107.1% in 2025, and 58% of firms now report lower NRR than two years ago. 

While CEOs are prioritizing base growth, most teams still lack a reliable method to predict and drive it. 

Usage, not intuition, drives account growth.

SBI partnered with QuadSci to analyze 160 billion telemetry data points across 9,100 accounts. This analysis revealed that solution usage, especially consistent usage, explains 80% of renewal and expansion outcomes.

This report introduces a new framework that turns unpredictable growth into an engineered outcome:

• Combine Usage Level and Usage Consistency
  Usage alone is volatile. Adding consistency transforms it into a predictive signal that forecasts renewal, churn, or expansion with 90% accuracy up to 12 months in advance.
• Segment Accounts into Six Behavioral Cohorts
  Customers naturally cluster into six distinct usage patterns, from Power Users to Strugglers. This model divides the base into two actionable zones: the Zone of Expansion (high NRR) and the Zone of Contraction (low NRR).
• Manage Movement, Not Snapshots
  Accounts shift cohorts roughly every 60 days. Tracking these movements gives GTM teams early warnings of risk and signs of emerging growth, turning account management from reactive firefighting into proactive engineering.