Essential Metrics to Drive Customer Success in Product-Led Growth

Top Metrics to Measure Customer Success in a Product-Led Growth (PLG) World

The evolution of go-to-market (GTM) strategies in the SaaS industry has transformed how companies acquire, retain, and expand their customer base. One such approach, Product-Led Growth (PLG), has taken center stage in recent years.

1. Understanding the Role of Customer Success in a PLG World

In a PLG-driven business, the product experience is paramount. Customers often self-serve, navigating through the product on their own to discover value.

2. The Top Metrics to Measure Customer Success in PLG

Net Revenue Retention (NRR)

Net Revenue Retention (NRR) is the percentage of recurring revenue retained from existing customers, factoring in upgrades, downgrades, and churn.

Product Adoption Rate

The Product Adoption Rate measures the percentage of users actively engaging with a product’s core features.

Time-to-Value (TTV)

Time-to-Value (TTV) measures how quickly users achieve their first “aha moment” with the product, where they realize its core value.