18 SaaS KPIs You Should Start Tracking for Success

Do you ever feel like you're just throwing darts in the dark with your business strategy? That unsettling feeling when you're not quite sure if your efforts are hitting the mark can be really frustrating.

Well, here’s a solution: tracking your SaaS key performance indicators (KPI). It’s your strategic flashlight as you transform from a SaaS startup to a success story.

Stick with us, and we’ll show you how to use KPIs to manage your growth, making sure you’re not just guessing but genuinely succeeding.

The importance of SaaS KPIs for businesses

Companies nowadays need to use KPIs to remain competitive, as they help them see how effective their business strategies and operations are. They're essentially benchmarks that show whether your company is meeting its main goals.

Let’s break it down with an example. Take the customer acquisition cost — this KPI tells you how much money you’re spending per new client, which helps you figure out how effective your marketing efforts are. If this cost is too high, it might be time to look at your ad campaigns or revisit which marketing channels you’re spending money on to ensure you're getting good value.

Another important KPI is the churn rate, which shows how many customers you're losing over a certain period. Monitoring this helps you identify what might be pushing your customers away, so you can develop strategies to keep them around, like improving your service or offering better customer support.

Integrating SaaS business metrics into how you monitor your operations means you’re not just relying on guesswork. You're making informed decisions based on what the data tells you. This approach sharpens your risk management and strategic planning, keeping you competitive in the market.

Revenue-related KPIs

Revenue is the lifeblood of any business. At the end of the day, you need to make sure you have income coming in so you can keep the lights on. Integrating a well-structured SaaS chart of accounts here is crucial as it provides a detailed framework for organizing financial data and KPIs effectively. Focusing on these key SaaS metrics can help you keep your finger on the pulse and focus on boosting your revenue.

1. Monthly recurring revenue (MRR)

Monthly Recurring Revenue, or MRR, reflects revenue earned from subscriptions each month. It helps you gauge the steady flow of cash into your business. Calculate MRR by multiplying the total number of active subscribers by the Average Revenue Per User (ARPU).

Tracking this metric provides invaluable insights into your financial health, helping you spot trends and make informed strategic decisions. Whether you're adjusting pricing, scaling up operations, or allocating resources, MRR provides the data you need to grow with confidence.

2. Annual recurring revenue (ARR)

Annual Recurring Revenue, or ARR, is MRR's big-picture counterpart. It offers a broader view of your earnings by projecting monthly revenues across a full year. This KPI is crucial for businesses with annual subscription business models, as it aggregates all recurring revenue to present a clearer picture of yearly financial performance. To calculate annual recurring revenue, simply multiply MRR by twelve.

The value of ARR lies in its ability to help you measure long-term financial stability and plan for future growth. It's a core metric for evaluating how successful your customer retention strategies are and making critical long-term business decisions.

3. Customer lifetime value (CLTV)

Customer Lifetime Value (CLTV) quantifies the total revenue you can expect from a single customer account over the duration of their relationship with your company. This metric will help you figure out how much to invest in customer acquisition and retention. Calculate CLTV by multiplying the average revenue per purchase by the number of transactions a customer makes, and then multiplying that figure by the average customer lifespan.

CLTV helps guide decisions related to marketing spend, sales, and product development. It helps you identify the most profitable customer segments and tailor your strategies to maximize returns on customer relationships, ultimately enhancing your company's profitability.

Customer metrics

Don't skip out on non-revenue KPIs when trying to grow your SaaS business. You may miss the forest for the trees. Growing your customer base is a sustainable way to scale, as you’ll be getting more cash from each customer you acquire — and retain. These are the KPIs to keep track of.

4. Customer acquisition cost (CAC)

Think of Customer Acquisition Cost (CAC) as the price tag on drawing each new customer through your door. It’s all about how much you spend on marketing and sales to gain one customer. To figure out your CAC, you simply divide all the costs spent on acquisition (like ads and sales team salaries) by the number of customers you've gained in that period.

Measuring this KPI tells you if the money you're pouring into attracting customers is really worth it. For example, if it’s costing you $150 to acquire a new customer, but your CLV is only $120, then it’s probably a good idea to either cut down on acquisition costs or boost your revenue per customer.

5. Customer churn rate

Customer churn rate is the alarm that sounds when customers start slipping away. This metric shows the percentage of your customers who decide not to continue their service with you over a given time frame. Calculate it by dividing the number of customers lost during that period by the total customers at the start of the period.

A high churn rate can be a wake-up call to dig into what might be going wrong. Are your services not hitting the mark? Is there a new competitor on the block? Lowering your churn rate can significantly boost your revenue and stabilize your business model. Losing clients left and right can offset even the highest SaaS sales KPIs.

6. Customer retention cost (CRC)

Customer Retention Cost (CRC) measures the total cost of retaining existing customers, including expenses related to customer service, loyalty programs, and marketing campaigns aimed at existing customers. This metric helps you understand the effectiveness and efficiency of your retention strategies. You can find your CRC by dividing the total retention efforts’ cost by the number of customers you’ve kept.

CRC helps you make sure that the costs of retaining customers are justified by the revenue they continue to generate. It helps you fine-tune your retention efforts, focusing on high-impact, cost-effective strategies to enhance customer loyalty.

7. Net promoter score (NPS)

Net Promoter Score (NPS) gauges customer satisfaction and loyalty by asking customers how likely they are to recommend your product or service to others. Responses are typically scored on a scale from 0 to 10, with scores categorized into promoters, passives, and detractors. NPS is calculated by subtracting the percentage of detractors from the percentage of promoters.

Tracking NPS is like taking the pulse of your customer base’s health. A high NPS means your users love your product enough to tell their friends, which can lead to organic growth. Tracking this score helps you understand your customers better, enabling you to make strategic decisions to enhance their experience and boost your company’s growth.

Engagement and usage metrics

Without customers, there’s no business. It’s as simple as that. You can’t expect clients to keep their subscriptions active if they’re not using your software regularly. These are the metrics you should pay attention to when monitoring your user engagement.

8. Daily active users (DAU) / Monthly active users (MAU)

Daily Active Users (DAU) and Monthly Active Users (MAU) are like your business's attendance records. DAU counts how many unique users visit your app or platform each day, while MAU tracks them monthly. These metrics give you a clear picture of your product's daily and monthly engagement levels. Simply put, they show how compelling your service is to your users.

High DAU and MAU indicate an active, engaged user base, which is critical for SaaS companies relying on recurring revenue. Keeping an eye on these numbers helps you understand user behavior trends, guiding you in optimizing your product features and user experience strategies.

9. Feature usage rate

Feature usage rate dives deep into how often your customers are using specific features within your product. It’s calculated by dividing the number of unique users of a feature by the total users over the same period. This metric highlights which features are popular and which may need a rethink.

Tracking your feature usage rate guides product development and updates, ensuring you invest in features that truly meet your users' needs and discard those that don't add value.

10. Time to value (TTV)

Time to Value (TTV) measures how quickly a new user can reach their first "aha" moment with your product — the point where they first see the real-life value it offers. This could be anything from generating a report to integrating their data successfully. A shorter TTV means your product efficiently solves problems, leading to higher customer satisfaction and retention.

Optimizing your onboarding process to reduce TTV can dramatically improve customer experience and overall satisfaction. Happy customers, happy life!

11. Product-qualified leads (PQLs)

Product-Qualified Leads (PQLs) are users who have used your product and shown buying intent based on their engagement level. Unlike traditional leads, PQLs are warmed up and ready because they’ve experienced firsthand what your product can do. You identify PQLs through their interactions with your product, like using a key feature repeatedly or upgrading from a free trial.

Focusing on PQLs is crucial because they are more likely to convert into paying customers. By prioritizing these leads, your sales team can work more efficiently, focusing their efforts on users who have already shown a strong interest in your product.

Growth efficiency KPIs

Sometimes, no matter how great your software is, it’s very difficult to attract new clients. This can happen despite aggressive growth efforts. For example, you may get a ton of leads but a low conversion rate. This may indicate that there’s a problem with your value proposition, or maybe you need to take a look at your SaaS product metrics. Here’s what to look out for:

12. Lead-to-customer rate

Lead-to-Customer rate measures the effectiveness of your sales funnel by showing the percentage of leads that become paying customers. To calculate it, divide the number of new customers by the number of leads, then multiply by 100. This KPI is essential because it helps you understand how well your sales and your marketing team’s efforts are converting potential customers into actual ones.

A high Lead-to-Customer Rate indicates that your marketing strategies and sales pitches are on point, resonating well with your target audience. If the rate is lower than expected, it might be time to reevaluate your approach, refine your sales tactics, or enhance lead qualification processes to boost efficiency.

13. Customer growth rate

Your customer growth rate tracks the rate at which your customer base is expanding over a specific period. Calculate it by subtracting the number of customers at the start of the period from the number at the end, dividing by the starting number, and then multiplying by 100 to get a percentage. This KPI provides insights into how quickly your business is growing in terms of adding new customers.

Monitoring your customer growth rate is important because it directly reflects your business's success in market penetration and customer acquisition. Sustainable growth in this metric is often a good indicator of the health and potential longevity of your company in a competitive market.

14. Expansion revenue rate

The expansion revenue rate is a vital metric for assessing how much your revenue from existing customers is increasing due to upsells, cross-sells, and add-ons. It is calculated by dividing the new revenue earned from existing customers by the total revenue at the start of the period. This KPI focuses on the growth within your current customer base, highlighting the effectiveness of your customer success team.

This metric emphasizes the importance of nurturing customer relationships to increase their value over time. A strong expansion rate suggests that your product continually adapts and evolves to meet customer needs, encouraging them to invest more in your offerings.

Profitability and efficiency KPIs

Finally, once you’re growing at a comfortable pace, you want to make sure that you’re optimizing your strategy to maximize your profit. The following profitability and efficiency KPIs will help you focus on getting leaner and keeping more of your revenue in the bank.

15. Gross margin

Gross margin is one of the most important SaaS financial metrics. It measures the percentage of total sales revenue that your company retains after incurring the direct costs associated with producing the goods or services it sells. This KPI is calculated by subtracting the cost of sales from total sales revenue, then dividing that number by the total sales revenue, and is typically expressed as a percentage.

A higher gross margin indicates more efficiency in managing production and labor costs relative to revenue. It gives you a clear picture of your financial health and how much money is left over to cover other categories of expenses, invest in growth initiatives, or save for future needs.

16. Burn rate

Burn rate refers to the rate at which a company consumes its cash reserves before generating positive cash flow from operations. It’s usually calculated on a monthly basis and is particularly important for startups and other businesses that are pre-profit. To find your burn rate, look at how much cash you spend each month.

Understanding your burn rate is crucial because it determines how long you can keep operating under current conditions before needing additional funding. This KPI helps you make informed decisions about budget adjustments, fundraising needs, and financial planning to ensure sustainability.

17. Cash runway

Cash runway complements the burn rate by showing how many months your business can continue to operate until it runs out of cash, assuming no additional revenue comes in. It’s calculated by dividing your current cash reserves by your monthly burn rate.

This is one of the most important SaaS operating metrics, as it gives you a timeline for how long you have to either become cash flow positive or secure additional funding. In other words, it tells you how long your business has to live if it continues operating the same way.

18. Operating leverage

Operating leverage is a measure of how revenue growth translates into increased profitability. This SaaS sales metric indicates how much your operating income will increase with a given increase in sales. High operating leverage means that a small increase in sales leads to a large increase in profits, which is typical for companies with high fixed costs but low variable costs.

Tracking your operating leverage shows the potential for future profitability as sales increase. This will help you better manage and forecast your financial performance as your revenue grows, helping you to make more strategic business decisions in the pursuit of operational efficiency and profit maximization.

Implement KPI tracking in your SaaS business

Once you’ve started tracking some of these KPIs in your business, you’ll have a very detailed overview of your company’s vitals. Then, you’ll be able to see in real-time how well your strategies are working as you measure changes over time. You’ll get to tweak things as you go and really push your growth.

It might all sound like a lot, but don't sweat it. An automated financial dashboard can help you easily and reliably track many of these KPIs, so you can focus on scaling your business without worrying about crunching every number.