Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Currently at all-time peak NRR of 94.0%.
Bill.com is above the Finance Tech Public median by +0.0pp (cell median: 94%)
Bill.com (BILL) is a finance tech company at the public stage. As of its most recent disclosure (FY-2025), Bill.com reported a Net Revenue Retention rate of 94.0% - a below-average result for B2B SaaS at this segment.
Bill.com is currently at or near its all-time NRR peak.
Within its peer set (finance tech companies at public stage in the $5k-$25k acv band), Bill.com's NRR is roughly in line with the cell median of 94%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Health scores, usage, and time-to-value when disclosed.
Logo flow per period (count-side complement to dollar-based NRR).
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · Premier
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: hybrid
Education programs: Summer of AI
CCO: John Rettig — President and COO · reports to CEO
CCO comp tied to retention: Yes — Core Revenue (weighted 50%) and EBITDA Less Float (weighted 50%)
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Shift from doing work with customers to doing it for them using AI agents to streamline financial operations.
"Our goal is to shift from doing the work with our customers to doing it for them by anticipating their needs"
Autonomously collects tax documents and manages routine vendor communications.
"Since launching in Q2, nearly 10,000 customers have turned on the W-9 agent"
AI agent providing real-time automated support to increase self-service rates.
"For customers enabled with this new agent, self-serve rates have more than tripled and now represent 40%"
New partnerships with NetSuite, Acumatica, and Paychex to reach SMBs inside existing systems.
"Last quarter, we announced new partnerships with NetSuite, Acumatica, and Paychex, and within three months, all are in market"
New AI agents for W-9 collection, expense coding, and automated onboarding.
"Our new AI agents represent a paradigm shift in automation at the operational level"
High-yield, fully integrated operating bank account for SMBs to manage cash flow.
"In Q1, we launched BILL Cash Account, which is a high-yield, fully integrated operating bank account"
New solutions for complex needs like multi-entity management, procurement, and mass payments.
"recently launched a suite of new advanced solutions for large businesses to help them with their more complex needs"
Beta offering simplifying the process of getting paid by thousands of small businesses with automated reconciliation.
"recently introduced a beta offering of an Advanced ACH solution for large suppliers"
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Uncertain macro environment for SMBs affecting growth.
"Our achievements in Fiscal 2025, despite an uncertain macro environment for SMBs"
Expectation for net new customer adds to trend down as focus shifts to larger customers.
"We expect this number to trend down slightly in the short term as we enhance our focus on larger customers"
SMBs navigating an increasingly complex financial environment and focusing on efficiency.
"The Fortune 5 million need BILL to help them operate more efficiently... in today's environment"
Currency volatility impacting international payment revenue, though abating due to new hedging strategies.
"FX losses abated as we increased our FX trading frequency to minimize currency volatility exposure."
Curated quotes about customer outcomes, retention, renewals.
"We envision a future where even the smallest businesses can access the same financial operation capabilities as the Fortune 500."
"We are broadening our reach with accounting firms... unlocking the accounting channel as a cross-sell engine."
"Our vision goes beyond simply speeding up existing workflows. We are eliminating unnecessary busy work and friction."
"Our focus on mid-market has been a bit of an evolution... that's now become a deliberate strategy."
"For customers enabled with this new agent, self-serve rates have more than tripled and now represent 40% of customer contacts."
"Over time, we would expect this to translate into, you know, higher ARPU, increased multi-product adoption, increased customer and revenue retention."
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