Peak NRR of 108% in FY2024-Q2. Latest is 107% - that's -1pp from peak.
Five9 is above the Customer Engagement Public median by +3pp (cell median: 104%)
Five9 (FIVN) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q2), Five9 reported a Net Revenue Retention rate of 107% - a mid-pack result for B2B SaaS at this segment.
Five9 is currently at or near its all-time NRR peak. The most recent quarter gained 2pp QoQ.
Within its peer set (customer engagement companies at public stage in the $100k-$500k acv band), Five9's NRR is above the cell median of 104%. 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.
Revenue, ARR, and team-size denominators for the productivity ratios.
Support tiers: Standard · Premium
CS team segments: Enterprise · Commercial
Education programs: CX Summit
Customer Advisory Board: Yes
Top customer exec: Andy Dignan - Chief Customer Officer (since 2022)
Named CS initiatives across recent disclosures (newest first).
Reinforces leadership expectations and consistent leadership practices.
"We also invest in leadership capabilities through our Elevate Leadership Development Program"
Hiring of Jay Lee as Chief Marketing and Growth Officer to unify global marketing with revenue strategy.
"Jay will unify global marketing with revenue strategy and operations to build a more aligned... engine"
Transitioning new logos and renewals to a fixed revenue model to provide predictability as seat counts evolve.
"transition to with all our new logos and as well as with our existing customers as they renew, is more to a... fixed revenue model"
Evolving into an AI-native CX platform using Generative AI to power agentic CX.
"Five9 is now evolving into an AI-native CX platform... powered by our Five9 Genius AI suite."
Consultative approach to assist customers with strategic planning and implementation of AI solutions.
"We provide our AI Blueprint program to assist customers with strategic planning and implementation"
Acquired Acqueon to add omnichannel proactive customer engagement and expand outbound capabilities.
"On August 27, 2024, the Company acquired all of the issued and outstanding shares of capital stock of Acqueon"
Launch of joint solution with Google Cloud using Gemini for Customer Experience.
"launch of our joint enterprise CX AI solution, which we announced in January."
New suite including AQM, Genius Routing, OneVUE, and adaptive digital engagement.
"At our CX Summit in November, we announced a suite of new AI-powered solutions"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Broader market environment characterized by ongoing SaaS multiple compression and sector-wide volatility.
"In a broader market environment characterized by ongoing SaaS multiple compression and sector-wide volatility"
AI revenue growth fluctuates due to varying customer ramp schedules.
"AI revenue growth is expected to fluctuate quarter to quarter, given varying ramp schedules"
Impact of global tariff increases, global conflicts, inflation, and high interest rates.
"adverse economic conditions... macroeconomic challenges resulting from the impact of global tariff increases"
Challenges related to a single large new customer ramping and seasonal increases.
"year-over-year challenges related to a single large new customer ramping significantly throughout 2024"
Adverse economic conditions impacting demand and retention, particularly in the installed base.
"our installed base business... continues to experience macroeconomic challenges."
Seasonal decreases in consumer and healthcare vertical markets affecting retention.
"year-over-year challenges related to seasonal decreases in our consumer and healthcare vertical markets"
Curated quotes about customer outcomes, retention, renewals.
"Our LTM subscription Dollar-Based Retention Rate remains steady at 107%."
"We just reported 107% in LTM subscription DBNRR in Q2, and we're expecting that to inflect up by one percentage point in Q3."
"CCaaS platforms like Five9 are uniquely positioned to deliver these accurate and personalized AI agents. This is our moat."
"Q4 install-based bookings came in at the highest level we've seen in eight quarters."
"Our AI Blueprint program... 50% of the customers that go through this AI Blueprint program with us are purchasing our AI solutions."
"Our AI solutions are mostly consumption-based pricing or capacity-based pricing... our customers aren't looking for that to change."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q2 | 107% | - | earnings-press-release-8k-exh | source ↗ |
| FY2026-Q1 | 105% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 105% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 107% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 108% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 107% | - | 10-Q-mdna | source ↗ |
| FY-2024 | 108% | - | 10-K | source ↗ |
| FY2024-Q4 | 108% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 108% | - | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 108% | - | 10-Q-mdna | source ↗ |
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