Currently at all-time peak NRR of 92.5%.
Blackbaud is above the Public Sector SaaS Public median by +0pp (cell median: 93%)
Blackbaud (BLKB) is a public sector saas company at the public stage. As of its most recent disclosure (FY2025-Q1), Blackbaud reported a Net Revenue Retention rate of 92.5% - a below-average result for B2B SaaS at this segment.
Blackbaud is currently at or near its all-time NRR peak.
Within its peer set (public sector saas companies at public stage in the $25k-$100k acv band), Blackbaud's NRR is roughly in line with the cell median of 93%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Priority routing · Unified customer portal · Self-help resources
CS team segments: social · corporate · education
CSM model: hybrid
Education programs: Customer Updates / Webinars
Top customer exec: David Benjamin - Chief Commercial Officer · reports to CEO
CCO comp tied to retention: Yes - STI PRSUs eligible to be earned based on achievement of Non-GAAP Adjusted Recurring Revenue and Income from Operations
Named CS initiatives across recent disclosures (newest first).
Agentic AI suite designed to augment customer teams with virtual AI-driven assistants.
"In October 2025, we launched Agents for Good, our agentic AI suite."
Launch of first agentic AI solution to automate outreach and stewardship activities.
"launched our first agentic AI solution, the Blackbaud fundraising development agent, into general availability."
Convening of companies and leaders focused on removing obstacles to responsible AI adoption.
"announced the AI Coalition for Social Impact—a convening of companies, organizations, and leaders"
Transitioning contractual revenue contracts from primarily 1-year to primarily 3-year renewal terms.
"In 2023, we began transitioning our contractual revenue contracts from primarily 1-year to primarily 3-year renewal terms."
Scaling a range of successful solutions across marketing, customer success, and engineering to be an active innovator through applied AI.
"we continue to identify, experiment, and scale a range of successful solutions across marketing, customer success, and engineering to be an active innovator through applied AI."
A network effect connecting YourCause corporate customers to nonprofit customers for fundraising promotion.
"We got something called a Blackbaud Verified Network. That is a network effect where we've connected our YourCause"
Embedded AI chat providing contextual responses and driving actions within systems of record.
"at the end of 2025, we released Blackbaud AI Chat, which provides contextual responses to questions and drives actions"
AI agent to identify and steward donors that teams do not have capacity to reach.
"Our first Agent for Good, a fundraising development agent natively embedded within the trusted Blackbaud environment"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Ransomware attack involving removal of a subset of data from self-hosted environment.
"ransomware attack that in May 2020 during which a cybercriminal removed a copy of a subset of data"
Ongoing requirements to implement and improve cybersecurity programs following legal settlements.
"we have agreed to implement and improve certain of our cybersecurity programs and tools through May 2044."
The sale of EVERFI resulted in a decrease in total revenue.
"The decrease in total revenue was due to our sale of EVERFI on December 31, 2024."
Concerns about federal grant funding in the U.S. and how it potentially impacts customers.
"We understand there are concerns about federal grant funding in the U.S. and how it potentially impacts our customers."
Vertical markets face limited IT resources and high turnover, impacting their ability to manage complex systems.
"Many organizations in our vertical markets have limited IT resources and face turnover and staffing shortages."
Nonprofits consistently deal with high turnover and staffing shortages.
"nonprofits consistently deal with high turnover and staffing shortages."
Curated quotes about customer outcomes, retention, renewals.
"Gross dollar retention, driven by the value our customers see using our solutions, was approximately 92%, excluding EVERFI."
"We continue to identify, experiment, and scale a range of successful solutions across marketing, customer success, and engineering to be an active innovator through applied AI."
"Our customer retention remains really high. That hasn't changed even since we started this program."
"Retention's still in the 92-93% percentile. It's just normal course of business."
"Our move to the pricing and standardizing on three-year contracts... pretty much all customers are signing three-year or sometimes longer contracts."
"We continue to focus on three specific areas: acquiring new logos, driving innovation, and as a result, strengthening our customer relationships through selling additional solutions and renewals."
Blackbaud appears on 2 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2025-Q1 | 92.5% | - | earnings-call-transcript | source ↗ |
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