6.67 PEPM – 12.5 PEPM
1,000+ $100k ACV Customers, 49% revenue from Big Customers. Slack continues to march to an enterprise beat, which should make it a strong fit with Salesforce. They’ve crossed 1,000 $100k+ customers, out of 140,000 total, and stayed consistent with 49% of their revenue from $100k+ deals
112% Net Revenue Retention. Zendesk doesn’t see the 140%+ net retention we see in the enterprise (big deal sizes) or in many B2D companies like Twilio, but it’s still above 110% for a business that is 60% Enterprise / 40% SMB. So that should be your yardstick, too. Strive for at least 110% net revenue retention if you sell to a mix of SMBs and Enterprise. No excuses.
Half of Zendesk’s growth probably comes from the installed base. Half. If Zendesk is growing 24% at $1B in ARR, and sees 112% net dollar retention … that probably means as much as 50% of its growth comes from its existing customers. Think about that. Are you investing enough there? The only thing that really makes it easier over time is having 1000s of happy, loyal customers. With lower growth from its existing customer base, Zendesk wouldn’t be the success story it is today. Not even close.
Growth was 32%+ at $1b ARR. But no big boost from net negative net churn. HubSpot sells to what it calls mid-market customers. We might call them SMEs (vs SMBs). 32% is super impressive at $1b in ARR in general, and in fact accelerated from 30% in the prior quarter. But with ~100% net revenue retention like Shopify (which also sells to SMBs) but not the 140%+ for Slack, Zoom, and Pagerduty’s SMB customers, they do have to work harder. Still, 100% net retention should be your basic standard with SMEs. Hubspot does it at $10k ACV. So can you.