From “Renewals Are Fine” to 120%+ NRR

Company Profile
B2B SaaS | Series A | Mixed SMB + Mid-Market | Founder-led post-sale

What Changed

Introduced lightweight, behavior-based health scoring tied to product usage and engagement—not sentiment alone.

• Codified onboarding, adoption, renewal, and expansion into repeatable lifecycle plays

• Aligned Success, Support, Sales, and Product around a single definition of customer health

No heavy tooling.
No reorgs for optics.
Just clarity and repeatability.

The Outcome

• NRR increased from the high-70s to 120%+

• Expansion shifted from opportunistic to intentional

• Renewal risk surfaced months earlier, enabling proactive intervention

• Founders exited day-to-day renewal management without losing visibility or control

Post-sale stopped being reactive—and became predictable.

The Situation

Renewals were happening—but leadership couldn’t explain why.
Expansion existed, but only when the stars aligned.
Forecast conversations relied heavily on intuition and hope.

Customer Success was active. The system was not.