While Product Lead for Retain, I developed the PLG motion to drive expansionary revenue from our customers. This included tiered usage based billing for self serve customers, and high touch account management for enterprise customers (ACVs > 100k/year). I personally played CSM for our top 1% of customers and closed contracts exceeding 250k/ year. We sustained 120% NRR and <2% revenue churn for ~2 years leading up to the Paddle acquisition. I have fun stories of trying to implement revenue quotas for PMs :)
