Why NRR Matters to Every CEO Right Now | EP65

Nov 28, 2025

In this discussion, Jennifer Pinter, an operator and advisor specializing in account management and customer success, shares her insights on the critical importance of net revenue retention (NRR) in today’s market. She explains how the slowdown in new-logo acquisition exposes retention weaknesses and emphasizes the need for account management playbooks. Jennifer also highlights the significance of aligning internal operations, tracking customer value, and fostering cross-functional partnerships to improve NRR and drive sustainable growth.

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INSIGHT

NRR Is Now A Board-Level Metric

Net Revenue Retention (NRR) has become a board-level priority because new logo acquisition slowed and retention now reveals company health.
NRR forces companies to focus on existing accounts for growth rather than hiding churn behind new sales.

INSIGHT

Downstream Pressure From Weaker Sales

Sales win rates and deal sizes have fallen, which increases pressure on account management to make each customer profitable and expandable.
Account teams now must ensure customers reach CAC payback and then grow over time to sustain company revenue.

ADVICE

Calculate NRR And GRR Correctly

Measure NRR by cohort: starting revenue minus churn plus expansion, divided by starting revenue, expressed as a percentage.
Also track Gross Revenue Retention (GRR) to see churn separate from expansion-driven growth.

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NRR has become the pressure test for every account management leader who wants to prove they can drive real, sustainable growth.

Alex Raymond is joined by Jennifer Pinter, a longtime operator and advisor who works closely with account management and CS leaders navigating today’s retention-driven market. Together they dig into why net revenue retention now sits at the center of every strategic conversation and why so many teams feel unprepared for the weight it carries. With new logos slowing and early contracts shrinking, companies can’t rely on acquisition to cover weak retention, which pushes account management into a more commercial, outcome-driven role. Jennifer shares what she’s hearing from leaders who now hold explicit NRR targets without the playbooks they need. Their discussion points to the fundamentals that actually move the number: clean ICP discipline, faster time to value, and a value story customers can understand without effort.

Alex and Jennifer highlight how NRR exposes the health of the entire go-to-market engine. Product decisions, sales commitments, financial visibility, and customer outcomes all shape whether accounts renew, expand, or drift away. That reality raises a core question for any leader responsible for revenue: do you have the internal alignment and customer clarity required to build predictable growth? The episode offers a sharp, honest look at the shift happening across the industry and the mindset leaders need as NRR becomes the benchmark for both team maturity and long-term success.

Episode Breakdown:

00:00 What Net Revenue Retention Really Measures

08:12 Why NRR Has Become a Board-Level Priority

15:27 Core Drivers of High NRR: Value, Fit, and Time to First Value

24:48 How Account Management Leaders Can Actually Move NRR

31:02 Building Community and Skill Development Around NRR

Connect with Jennifer Pinter:

Connect with Jennifer on LinkedIn

Connect with Alex Raymond:

Visit the AMplify website

Connect with Alex on LinkedIn

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