Currently at all-time peak NRR of 88.0%.
Expensify is above the Finance Tech Public median by +0.0pp (cell median: 88%)
Expensify (EXFY) is a finance tech company at the public stage. As of its most recent disclosure (FY-2025), Expensify reported a Net Revenue Retention rate of 88.0% - a below-average result for B2B SaaS at this segment.
Expensify is currently at or near its all-time NRR peak.
Within its peer set (finance tech companies at public stage in the under $5k acv band), Expensify's NRR is roughly in line with the cell median of 88%. Compare against the full peer cell aggregate for distribution and top performers.
Health scores, usage, and time-to-value when disclosed.
Revenue, ARR, and team-size denominators for the productivity ratios.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: digital-led
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Migrating existing customers to New Expensify platform, reaching 90% revenue feature parity.
"New Expensify now has full feature parity with Classic for customers representing 90% of our revenue."
Free plan for all members to drive bottom-up adoption within organizations.
"We're launching a new Submit plan. It's free for all members."
A hybrid AI-human support system built directly into the product chat interface.
"we want to take the AI as far as it can and then have humans take it the rest of the way."
Migrating customers from the legacy platform to the new chat-centric real-time infrastructure.
"All of our attention right now is focused on... migrating customers from Classic to New Expensify."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
January typically sees a decline in paid members compared to December.
"We saw 626,000 paid members in the first month of Q1. We typically see a lot of seasonality in January"
Existing long-term customers have different feedback and slower adoption than net new customers.
"Someone switching from who's used Classic for maybe five years... they have a different reaction."
Curated quotes about customer outcomes, retention, renewals.
"It's incredibly important for us to get all of our customers from Classic to New. That's where so much of our attention is."
"The support cost should be definitely less when we get everyone over because New Expensify handles everything better."
"We've nudged all of our Collect customers over... the vast majority choose to stay on New Expensify."
"New Expensify now has full feature parity with Classic for customers representing 90% of our revenue."
"I think migration obviously helps us retain customers and... we think that it's gonna help user growth in general."
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY-2025 | 88.0% | 81.0% | 10-K | source ↗ |
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