The Investor’s Perspective on Sustainable Growth report explains that SaaS companies achieve durable growth when Sales and Customer Success act as two-way players, balancing offense and defense. Sales must know when to walk away from bad deals and also drive retention, while CS should evolve from reactive support to proactive expansion with Customer Success Qualified Leads. Net Revenue Retention is emphasized, but efficiency of achieving it matters as much as the number. The PUCCS framework—Price uplift, Upsell, Cross-sell, Community-led growth, and Strategic marketing—provides key levers. Community engagement and cohort-based marketing further improve scalability, predictability, and resilience.

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