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Konstantin Khalyushev
ENRUESPT

Retention

Customer (logo) retention (SaaS)

Share of last year's customers still paying. Counts accounts, not revenue.

Diverges sharply from revenue retention when revenue is concentrated: losing 20% of customers can cost 50% of revenue.

Denominator
customers
Cohort
a customer cohort
Time horizon
12 months
Sources
1
Observations
4
View the benchmark data

Can these be compared?

Not directly comparable

Only one source in this dataset publishes this metric for this segment. That is a single reading, not a consensus.

These observations cannot be combined into one figure, so they are shown separately. Different sub-segments: $3–8m ARR vs $15–30m ARR.

ChartMogul — SaaS Retention Report 2023

Published 2023-03-01 · 4 observations

Sample
Anonymised, aggregated data from over 2,100 SaaS businesses using ChartMogul. Only companies active for the full twelve months are included in the aggregates.
How it is aggregated
Benchmarks are reported as top-quartile values within ARR and ARPA bands, alongside the share of companies clearing a threshold. Company-level, equally weighted.
Measurement period
Through 2022, with 2021 comparisons.
Denominator
customers

80.4%

Top quartile (P75)

  • Web
  • Mixed
  • $3–8m ARR

Evidence Sample, statistic and metric definition all stated by the publisher.

Methodology
A top-quartile value within the band, not a median. It describes good performance, not typical performance.
As published
“Companies in the $3-8m ARR range have a top quartile customer retention rate of 80.4%.”

ChartMogul — SaaS Retention Report 2023Published 2023-03-01Customer Retention · Benchmarks by ARR

84.2%

Top quartile (P75)

  • Web
  • Mixed
  • $15–30m ARR

Evidence Sample, statistic and metric definition all stated by the publisher.

Methodology
A top-quartile value within the band, not a median. It describes good performance, not typical performance.
As published
“As businesses reach scale ($15-30m ARR), the top quartile customer retention rate further improves to 84.2%.”

ChartMogul — SaaS Retention Report 2023Published 2023-03-01Customer Retention · Benchmarks by ARR

85.7%

Top quartile (P75)

  • Web
  • Mixed
  • ARPA over $500/month

Evidence Sample, statistic and metric definition all stated by the publisher.

Methodology
A top-quartile value within the band, not a median. It describes good performance, not typical performance.
As published
“Companies with ARPA over $500/month have a top quartile customer retention rate of 85.7%.”

ChartMogul — SaaS Retention Report 2023Published 2023-03-01Customer Retention · Benchmarks by ARPA

63.1%

Top quartile (P75)

  • Web
  • Mixed
  • ARPA under $10/month

Evidence One of sample, statistic or definition is missing or ambiguous.

Methodology
A top-quartile value within the band, not a median. It describes good performance, not typical performance.
As published
“companies with an ARPA of less than $10/month have a top-quartile customer retention rate of just 63.1%.”

ChartMogul — SaaS Retention Report 2023Published 2023-03-01Customer Retention · Benchmarks by ARPA

Pairwise comparability

The verdict below is produced by a fixed set of rules, not a model. It looks at the metric definition, the denominator, the cohort, the statistic, the segment, the dataset and the publication dates, and reports every reason it found.

ChartMogul 2023 80.4%ChartMogul 2023 84.2%

Roughly comparable

The same thing is being measured, but at least one condition differs. Read the direction, not the gap.

  • Different sub-segments: $3–8m ARR vs $15–30m ARR.

ChartMogul 2023 80.4%ChartMogul 2023 63.1%

Not directly comparable

These measure different quantities. Differencing them produces a number that means nothing.

  • Different business models: B2B SaaS vs B2C SaaS.

ChartMogul 2023 80.4%ChartMogul 2023 85.7%

Roughly comparable

The same thing is being measured, but at least one condition differs. Read the direction, not the gap.

  • Different sub-segments: $3–8m ARR vs ARPA over $500/month.

ChartMogul 2023 84.2%ChartMogul 2023 85.7%

Roughly comparable

The same thing is being measured, but at least one condition differs. Read the direction, not the gap.

  • Different sub-segments: $15–30m ARR vs ARPA over $500/month.

Related metrics

RetentionCompare your productMethodology and sourcesAll benchmarks