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CRM for SaaS Companies

SaaS companies operate on recurring revenue, which means the relationship doesn’t end at the sale — it begins there. You need to track monthly recurring revenue, monitor churn signals, convert trial users to paid, and manage a constant stream of feature requests. Traditional CRMs are built for one-time deals, not subscription businesses.

SaaS CRM challenges

Section titled “SaaS CRM challenges”
  • Revenue is recurring — MRR, ARR, expansion, contraction, and churn all need tracking
  • Trial-to-paid conversion — trial users need targeted engagement during their evaluation window
  • Churn prevention — detecting at-risk customers early is the difference between growth and decline
  • Feature request management — customers constantly ask for new features, and you need to track demand patterns

How HARi solves this

Section titled “How HARi solves this”

HARi’s SaaS template adds subscription management, trial tracking, and feature request workflows on top of the core CRM.

Entities and fields to set up

Section titled “Entities and fields to set up”
  • Accounts (Companies) — plan tier, MRR, subscription start date, renewal date, health score, CSM owner
  • Contacts — role (Admin, End User, Champion, Decision Maker), last login date, NPS score
  • Subscriptions — linked to Account, plan, MRR, billing cycle, status (Trial / Active / Past Due / Churned)
  • Feature Requests — linked to Account and Contact, description, priority, vote count, status (Requested / Planned / In Progress / Released)
  • Opportunities — expansion deals, upsells, plan upgrades

Workflows included

Section titled “Workflows included”
  1. Trial engagement — when a trial begins, schedule automated check-in emails on days 3, 7, and 12
  2. Trial expiry warning — 2 days before trial ends, alert the assigned rep to reach out
  3. Churn risk detection — if an account’s usage drops below 50% of their 30-day average, flag as at-risk and notify the CSM
  4. Expansion opportunity — when an account reaches 80% of their plan limits, create an upsell opportunity
  5. Feature release notification — when a feature request status changes to “Released”, notify all customers who requested it

Key dashboard widgets

Section titled “Key dashboard widgets”
  • MRR trend over time
  • Trial-to-paid conversion rate
  • Accounts by health score
  • Feature requests by vote count
  • Churn rate (monthly and annual)
  • Net revenue retention

Get started

Section titled “Get started”

Install the SaaS template from Settings > Solutions. Your subscription tracking, trial management, and churn monitoring are ready out of the box. Start managing your recurring revenue with clarity and confidence.