Mastering Top 10 Essential Product Metrics For SaaS Product Managers

In the fast-paced world of Software as a Service (SaaS), understanding key performance indicators (KPIs) is not just a nice-to-have, but a must-have for any product manager. These metrics illuminate the path to success, offering insights into user behavior, product engagement, and overall business health. In this post, we’ll delve into the top 10 essential metrics that every SaaS product manager should master.

1. Trial-Customer Conversion Rate

The trial-customer conversion rate is a critical measure of your product’s value proposition and the effectiveness of your onboarding process. This metric is calculated as the percentage of trial users who convert to paying customers. A high conversion rate may indicate a strong product-market fit, while a low rate could suggest the need for improved onboarding or product adjustments.

2. Churn Rate

The churn rate, the percentage of customers who cancel their subscriptions over a given period, is a direct reflection of customer retention and satisfaction. High churn rates can signal issues with the product, customer service, or other elements of the user experience that require attention.


Daily Active Users (DAU), Weekly Active Users (WAU), and Monthly Active Users (MAU) represent the engagement level of your users. These metrics provide insights into how frequently your customers are interacting with your product, which can inform efforts to improve engagement.

4. Stickiness

Stickiness is the ratio of DAU to MAU and is an excellent measure of user retention and the habit-forming potential of your product. A high stickiness ratio suggests that users are returning to your product frequently, indicating a high level of engagement.

5. Net Promoter Score (NPS)

The NPS measures customer loyalty by gauging the likelihood they would recommend your product to others. A high NPS can lead to organic growth through word-of-mouth referrals and is often an indication of a well-loved product.

6. Customer Satisfaction Score (CSAT)

The CSAT score assesses overall customer satisfaction based on their responses to a specific question or product experience. Tracking CSAT can help you identify areas for improvement, resolve issues, and enhance the user experience.

7. Monthly Recurring Revenue (MRR)

MRR, the consistent revenue generated each month, is a key indicator of your business’s health and growth potential. It’s crucial for understanding the financial trajectory of your SaaS business and for planning future investments.

8. Lifetime Value (LTV)

LTV is an estimate of the total revenue a customer will generate during their relationship with your product. This metric is instrumental in shaping your customer acquisition and retention strategies, as well as your overall business model.

9. Customer Acquisition Cost (CAC)

CAC quantifies the cost of acquiring a new customer. This metric is vital for evaluating the effectiveness of your marketing efforts and understanding the profitability of your customer acquisition strategies.

10. Average Revenue Per User (ARPU)

ARPU determines the average revenue generated per user, which can inform segmentation, pricing, and monetization strategies. By understanding ARPU, you can identify trends among your most profitable customers and tailor your strategies accordingly.

By mastering these 10 metrics, you’ll be well-equipped to optimize your SaaS product, make data-driven decisions, and ultimately, become a more effective product manager. However, remember that the best metrics are those that align closely with your specific business goals and product strategies.