Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 110% in FY2018-Q4. Latest is 104% - that's -6pp from peak.
BlackLine is above the Finance Tech Public median by +0pp (cell median: 104%)
BlackLine (BL) is a finance tech company at the public stage. As of its most recent disclosure (FY2027-Q1), BlackLine reported a Net Revenue Retention rate of 104% - a mid-pack result for B2B SaaS at this segment.
BlackLine's NRR peaked at 110% in FY2018-Q4, 6pp above today's level. Over the past three years, the metric has contracted by 6pp.
Within its peer set (finance tech companies at public stage in the $100k-$500k acv band), BlackLine's NRR is roughly in line with the cell median of 104%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
When the company breaks NRR/GRR by segment, geography, or customer size cohort.
| NRR by segment | enterprise: 107% |
|---|---|
| GRR by segment | enterprise: 96% |
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · 24/7/365 · Prioritized routing · Personalized support
CS team segments: Enterprise · Mid-Market
CSM model: hybrid
Education programs: BlackLine University
Customer Advisory Board: Yes
Top customer exec: Stuart Van Houten - Chief Commercial Officer (since 2025) · reports to CEO
CCO comp tied to retention: Yes - aligned BlackLine's KPIs as one of the measures of the compensation plans for both BlackLine and SAP CSMs
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
New go-to-market strategy focused on a unified enterprise offering for the CFO office.
"implementing a new go-to-market strategy at BlackLine focused on a unified enterprise offering for the CFO office"
Comprehensive suite of AI capabilities providing a digital workforce of embedded and auditable AI.
"In September 2025, we launched Verity, a comprehensive suite of AI capabilities"
New pricing model based on product mix, organization size, and volumetrics rather than user count.
"In 2025, we updated our pricing model to reflect the value of our solutions based on factors such as product mix"
Strategic initiative to migrate customers to new, more flexible platform pricing models not tied to user counts.
"strategic initiative to migrate customers to new, more flexible platform pricing models."
Launched a comprehensive suite of embedded, auditable AI capabilities providing a digital workforce.
"In September 2025, we launched Verity, a comprehensive suite of AI capabilities"
Moving customers to a platform-based pricing model to increase land size and expansion potential.
"Our teams are actively engaged with customers preparing for platform conversion ahead of their upcoming renewals."
Introduction of agentic AI tools (Prepare, Match, Collect, Accruals) to automate manual finance tasks.
"Today, we have multiple purpose-built agents in market, in preview, are launching in the near term."
Launching agentic AI offerings including Verity Prepare, Collect, and Accruals.
"accelerating product cycle this year, with an emphasis on launching and monetizing our Verity AI agents"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Impact of fluctuating macroeconomic trends and longer sales cycles.
"impact of fluctuating macroeconomic trends on BlackLine’s operations... such as economic risk and longer sales cycles"
Customers delaying and deferring purchasing decisions due to economic volatility.
"As a result of economic uncertainty, we have seen customers delay and defer purchasing decisions"
Increased churn among smaller customers due to refined focus on enterprise and large mid-market.
"refined commercial focus on enterprise and large mid-market customers has resulted in an increased rate of churn"
NRR decreased due primarily to the impact of unfavorable foreign exchange rates.
"dollar-based net revenue retention rate decreased... due primarily to the impact of unfavorable foreign exchange rates"
Focus on enterprise customers resulted in increased churn among smaller customers.
"refined commercial focus on enterprise and large mid-market customers has resulted in an increased rate of churn"
Economic uncertainty causing customers to delay and defer purchasing decisions.
"As a result of economic uncertainty, we have seen customers delay and defer purchasing decisions"
Curated quotes about customer outcomes, retention, renewals.
"How do we make sure for those customers that feel like they've stalled on a journey? We're being much more proactive."
"Time to value, Adam. Time to value. We've got to people are willing to invest if they're going to see a payback on it."
"We have implemented more rigorous deal qualification processes and strengthened coordination between our account management and customer support teams."
"For every new customer we're adding, it's significantly larger than the customer that's going."
"We are really experiencing two types of attrition... success-based attrition... and attrition that relates to under-adoption."
"In Q3, the number of customer go-lives increased by nearly 70% year-over-year... customers are realizing value faster."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
BlackLine appears on 1 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2027-Q1 | 104% | - | 10-Q-mdna | source ↗ |
| FY2026-Q1 | 105% | 93% | 10-Q-mdna | source ↗ |
| FY2025-Q4 | 105% | 92% | 10-Q-mdna | source ↗ |
| FY-2025 | 105% | - | 10-K | source ↗ |
| FY2025-Q3 | 103% | - | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 105% | - | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 104% | - | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 102% | - | 10-Q-mdna | source ↗ |
| FY-2024 | 102% | - | 10-K | source ↗ |
| FY2024-Q3 | 105% | - | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 104% | - | 10-Q-mdna | source ↗ |
| FY2024-Q1 | 105% | - | 10-Q-mdna | source ↗ |
| FY-2023 | 106% | - | 10-K | source ↗ |
| FY2022-Q4 | 109% | - | 10-K | source ↗ |
| FY2022-Q2 | 106% | - | 10-Q-mdna | source ↗ |
| FY2022-Q1 | 109% | - | 10-Q-mdna | source ↗ |
| FY2020-Q1 | 108% | - | 10-Q-mdna | source ↗ |
| FY2018-Q4 | 110% | - | 10-K | source ↗ |
Generate a live retention report against BlackLine and your full peer cell. Ungated. Downloadable as PDF.