Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Currently at all-time peak NRR of 122.0%.
Global-e Online is above the Fintech SaaS Public median by +15.0pp (cell median: 107%)
Global-e Online (GLBE) is a fintech saas company at the public stage. As of its most recent disclosure (FY-2025), Global-e Online reported a Net Revenue Retention rate of 122.0% - a strong result for B2B SaaS at this segment.
Global-e Online is currently at or near its all-time NRR peak.
Within its peer set (fintech saas companies at public stage in the $100k-$500k acv band), Global-e Online's NRR is meaningfully above the cell median of 107%. 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.
Logo flow per period (count-side complement to dollar-based NRR).
Revenue, ARR, and team-size denominators for the productivity ratios.
CS team segments: Enterprise · Mid-size
CSM model: account-named
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Acquisition of AI-driven return and exchange solutions to elevate native post-purchase solutions.
"we acquired ReturnGo, a leading provider of AI-driven return and exchange solutions."
New offering to enable brands to leverage international footprint to offset costs from rising tariffs.
"developed this innovative new offering in record time to enable global brands to leverage their international footprint"
Enabling merchants to utilize physical stores as local fulfillment hubs and pickup locations.
"During Q3, we went live with a new click-and-collect option of BOPIS, or Buy Online and Pick Up in Store"
A program enabling merchants to provide simplified duties and taxes refund processes.
"we have granted early access to several merchants for a new Global Duty Drawback Program , or GDDP."
Revamped brand discovery portal to drive international shopper traffic to merchants.
"we recently launched our demand generation offering based on the revamped Borderfree.com brand discovery portal."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Expected upcoming changes to the U.S. De minimis exemption and potential impact on trading volumes.
"uncertainty for the back half of the year, given the expected upcoming changes to the U.S. De minimis exemption"
Significant merchant M&S not trading due to a cyber attack, impacting U.K. outbound volumes.
"M&S... currently not trading due to the cyber attack. This contributes to the overall weakness... in the U.K."
Loss of a high-take-rate demand generation account impacted service fee margins.
"Service fee take rate slightly decreased from Q2 due to the loss of the Ted Baker account"
Softness in July and August followed by a recovery in September.
"We saw... softness in July and the dip going into August. However, in September, it picked up very nicely"
Curated quotes about customer outcomes, retention, renewals.
"We are aiming to provide this service to many more of our enterprise clients that have global network of physical retail in order to enable them to do global multi-channel at a great customer experience."
"The main rationale... was to improve the post service solution and increase shopper satisfaction for all our brand."
"Global-e not only makes sure they remain 100% up to date and compliant, but also helps them to navigate complex business decisions"
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