Most SaaS teams launch with two tiers: basic and pro. It works—until it doesn’t.
Eventually, power users want more. They outgrow the top plan. Not in user count, but in expectations. They want deeper support, more control, and strategic value.
That’s when it’s time to introduce a Premium Plus—or whatever you want to call your “above pro” tier.
Here’s how to know you’re ready, and what to include.
Signs You Need a New Top Tier
1. Support load is unbalanced. A small group of high-paying customers eat up time with integration help, roadmap input, and feature asks. They’re not abusing you—they just need more.
2. Custom deals are piling up. If half your “enterprise” customers need special terms or one-off pricing, that’s a product signal. You’ve outgrown your own packaging.
3. You’ve built capabilities your current tiers can’t justify. Think RBAC, SSO, API rate controls, or dedicated onboarding. These are premium features—but your current price ceiling won’t carry them.
What to Include in a Premium Plus Plan
- White-glove onboarding and priority support
- Dedicated CSM or technical account manager
- Custom reporting or analytics
- Security and compliance extras (e.g., audit logs, private instances)
- Early access to roadmap or feature input
Make it feel less like a pricing tier and more like a partnership level.
How to Roll It Out Without Backlash
Don’t touch existing tiers yet. Launch Premium Plus as additive, not a reshuffle. No one likes seeing features pulled from their plan.
Anchor it to outcomes. Frame the new tier around what it unlocks: faster onboarding, better visibility, lower risk—not just “extra features.”
Use it to upsell the right customers. This isn’t for everyone. It’s for the top 5–10% who already behave like partners.
Premium Plus isn’t about gating more product. It’s about matching higher expectations with higher value.
When done right, it’s not just another price point. It’s a reason to stay, grow, and engage deeper.
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