10 Metrics Every SaaS PM Should Use

Anand Arivakarasu, Head of Product at Refersion, outlines 10 essential metrics for SaaS product managers, categorized into business, product, and customer metrics. Business metrics include Monthly Recurring Revenue, Customer Lifetime Value, Customer Acquisition Cost, and churn/retention. Product metrics cover usage (breadth, depth, frequency, usability), stickiness, feature adoption, and quality/efficiency (bug reduction). Crucially, customer metrics involve Net Promoter Score and the often-overlooked “customer mission metric,” which gauges how well the product helps customers achieve their goals. Arivakarasu advises against a singular “north star” metric, advocating for a balanced approach with qualitative signals and continuous customer engagement.
Source:Product School