MRR, Contract Lifecycle & Revenue Operations

Pinnacle IT Partners • $18.2M ARR • 156 Clients • Last Updated: Dec 15, 2024

North-Star Metric
103.2%
Net Revenue Retention (12mo)
Monthly Recurring Revenue
$1.52M
+3.2%
NRR (Rolling 12mo)
103.2%
+1.4%
MRR Churn QTD
$18K
3 clients
Renewals Next 90 Days
$342K
18 contracts
Add-On Attach Rate
34%
+8% MoM
Average Revenue Per User
$9,744
+2.1%
Billing Accuracy
98.4%
3 disputes
New Logo MRR (90d)
$87K
6 clients
Expansion MRR (90d)
$52K
Upsells
Payment Delinquency
$12K
4 clients

MRR Waterfall — November Movement

Renewal Pipeline (Next 90 Days)

Health vs. Contract Value

At-Risk Renewals (CHI < 70)

Client MRR Renewal Date CHI Score Risk Factors Owner
Harmon Legal Group
42 seats
 $8,420 Jan 18, 2025 54 3 tickets unresolved >7d, low NPS K. Martinez
Vertex Manufacturing
38 seats
 $9,240 Feb 3, 2025 58 Pricing complaint, vCIO gap R. Chen
Summit Financial Advisors
29 seats
 $6,180 Feb 12, 2025 68 No QBR last 2 qtrs J. Thompson
Cascade Engineering
34 seats
 $7,320 Feb 24, 2025 65 Downgrade inquiry, budget review K. Martinez

Add-On Attach by Service Category

ARPU Trend (12 Months)

New Logo MRR (90d)

$87K
6 new clients • Avg $14.5K

Expansion MRR (90d)

$52K
14 upsells • Security stack focus

Churn & Contraction

$18K
3 clients churned QTD

MRR Contraction Drivers (QTD)

Billing Accuracy & Disputes

Accuracy Rate
98.4%
Active Disputes
3
Avg Resolution Time
4.2 days
Revenue at Risk
$2.4K
Recent Disputes
Billing sync error (QBO)$1,200
Seat count mismatch$840
Add-on not removed$360
Last MRR Close: Dec 5, 2024 • Finance validated
Billing Sync: ConnectWise → QBO • Daily at 02:00 UTC
Next Revenue Ops Review: Dec 20, 2024 • 2:00 PM ET