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Peterson-Benhame
Peterson-BenhameCOMMUNITY
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expansion-retention

Designs churn prevention, expansion revenue, and net revenue retention systems for SaaS businesses.

Updated Sep 15, 2026
Search Tags:#saas#customer success#health scoring#churn#gtm strategy#expansion revenue#net revenue retention
One-click install
npx skills add https://github.com/Peterson-Benhame/agent-skills --skill expansion-retention-peterson-benhame
Or copy as Structured Prompt for Agent▼
Please help me install this Agent Skill.
Skill: expansion-retention
Source: https://github.com/Peterson-Benhame/agent-skills/tree/main/packages/skills-catalog/skills/%28gtm%29/expansion-retention
Command: npx skills add https://github.com/Peterson-Benhame/agent-skills --skill expansion-retention-peterson-benhame

SYSTEM DOCUMENTATION & REQUIREMENTS

What problem does it solve? This Skill helps founders and revenue leaders reduce churn, grow expansion revenue, and optimize net revenue retention by providing structured GTM frameworks, benchmarks, and playbooks for post-sale customer success. ## Core Features & Use Cases - NRR Diagnostics & Benchmarks: Assess current net revenue retention against 2025-2026 segment and pricing-model benchmarks, with a decision framework for each NRR tier. - Expansion & Health Scoring Systems: Build land-and-expand trigger matrices, customer health scores, and Product-Qualified Account (PQA) models to time upsells. - Retention Playbooks: Deploy automated onboarding sequences, closed-lost re-engagement cadences, churn save plays, renewal timelines, and advocacy programs. - Use Case: A SaaS founder says "We need to reduce churn" and receives a cohort-based churn analysis approach, health score design, early-warning signals, and CS capacity planning by segment. ## Quick Start Ask the agent to help you reduce churn and build an expansion revenue motion for your SaaS product, including your current NRR, pricing model, and customer segments.

Frequently Asked Questions about expansion-retention

High-intent search queries and answers about installing and using this skill.

FAQPage Schema
How do I reduce churn in my SaaS business?▼

Start by analyzing churn by cohort and segment to find root causes. Then implement a customer health score with leading indicators like login frequency and support tickets, and deploy save plays matched to each churn reason such as price, product gaps, or lost champions.

What is a good net revenue retention benchmark for SaaS?▼

Median NRR varies by segment: enterprise companies average 115%, mid-market 108%, and SMB 98%. Usage-based pricing models typically achieve 110% median NRR, while flat-rate models average around 95%.

How do I build a customer health score?▼

Weight signals across product usage (35%), engagement (20%), support health (15%), business outcomes (15%), relationship strength (10%), and contract status (5%). Adjust weights by segment, shifting toward relationship signals for enterprise and usage signals for SMB.

What is the difference between PQA, PQL, and MQL?▼

MQLs come from marketing activity and convert at 1-3%, PQLs reflect individual user behavior at 8-15%, and PQAs use account-level product usage converting at 15-25%. PQAs work best for expansion and cross-sell because value is already proven.

When should I not use this skill?▼

Do not use it for technical implementation, code review, or software architecture tasks. It covers GTM strategy for retention and expansion only, not engineering work or building the actual CS tooling integrations.

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