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. The most recent quarter gained 2pp QoQ.
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: 95% |
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: account-named
Education programs: BlackLine University
Customer Advisory Board: Yes
Top customer exec: Victor Perez - Head of Customer Success · reports to CEO
CCO comp tied to retention: Yes - Incentive plans aligned to cloud-based revenue and SolEx efforts
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"
Intelligent financial data platform for orchestration and automation
"The launch of our Studio 360 platform enables us to reach that goal... formally launched in November"
Shift from user-based to transaction/revenue/ERP-based pricing
"Our new packaging and pricing model recently launched... based upon the concept of the number of transactions"
Deploying BlackLine professionals directly into customer environments to build working proofs of concept on live customer data.
"We are now putting our own professionals inside customer environments, building a working proof of concept on the customer's data to overcome reticence."
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.
"We have implemented more rigorous deal qualification processes and strengthened coordination between our account management and customer support teams. These improvements are expected to help drive expansion while reducing future churn and attrition."
"When you look through our RPO and what is happening, we have existing customers that are extending what is typically a one-year renewal term for three more years to provide that assurance and continue on the journey with us."
"Our revenue renewal rate in the second quarter was 91%, with healthy enterprise performance. Our aggregate rate continued to see planned churn from lower mid-market customers and was in the 80s. Net retention rate, or NRR, was 105%"
"One of the things I give a lot of credit to our Professional Services team, our Customer Success team, is for all the new customers that have joined BlackLine in the last two years... we are like zealots making sure those customers get up and running so that we don't run into a risk when they get up to their third year and it's time to renew"
"We're not necessarily in the business of selling software. We're in the business of delivering outcomes for our customers."
"Second, we have optimized our customer success model, leveraging technology and aligning compensation, and internally and with key partners to ensure the ecosystem is financially incentivized to drive adoption."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
BlackLine appears on 2 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-Q2 | 102% | 95% | earnings-press-release-8k-exh | source ↗ |
| FY2026-Q1 | 105% | 93% | 10-Q-mdna | source ↗ |
| FY2025-Q4 | 105% | 92% | 10-Q-mdna | 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.