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%.
Global-e Online is above the Fintech SaaS Public median by +14pp (cell median: 108%)
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% - 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 108%. 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: Strategic · Enterprise · Mid-Market · SMB
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Revamped brand discovery portal to drive international shopper traffic to merchants.
"recently launched our demand generation offering based on the revamped Borderfree.com brand discovery portal"
Enabling merchants to use physical stores as local fulfillment hubs for global e-commerce.
"went live with a new click-and-collect option of BOPIS, or Buy Online and Pick Up in Store"
Simplified duties and taxes refund process for international returns.
"granted early access to several merchants for a new Global Duty Drawback Program, or GDDP"
New iteration of white label self-service merchant of record solution on Shopify expanding to Canada and UK.
"launch of Shopify Managed Markets version 2.0, the new iteration of our white label self-service merchant of record"
Value-added service enabling merchants to reclaim import duties on exported goods and returned items.
"made further progress in Q1 on our duty drawback offering... designed to enable merchants to potentially reclaim"
Implementation of LLM-based support tools and chatbots to reduce tech support ticket resolution time.
"internally developed LLM-based support tools are enabling us to provide fast, detailed, and accurate answers"
Proprietary AI agent for merchant research, qualification, and automated outreach.
"developed and refined a proprietary agent... that uses AI and a broad set of data sources and signals"
LLM-based service for seamless translation of entire website content including graphics.
"allows merchants to easily and seamlessly translate the entire content of their website into different languages"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Softness in July and August followed by a recovery in September.
"The second half continues to be very volatile in terms of consumer sentiment. We saw... softness in July and the dip going into August."
Merchants facing high interest rates and media buying costs.
"We understand that our merchants are going out of difficult times, interest rates, the cost of media buying"
Ongoing conflict with Iran impacting trading volumes into the Middle East and GCC region.
"strong performance despite some headwind from the ongoing conflict with Iran and its impact on trading"
European Union removing the de minimis threshold for duties as of July 2026.
"Europe... is removing the de minimis... As of July, which is just around the corner, duties would apply."
Changes in U.S. tariffs and personal import de minimis created short-term pressure on trading volumes.
"created some pressure on trading volumes in the short term, especially with regards to trading into the U.S."
Changes to U.S. and Canadian tariff regulations increasing complexity for merchants.
"Given the recent suspension of the de minis exemption, we have seen increased interest in this offering"
Curated quotes about customer outcomes, retention, renewals.
"As soon as there is a change in regulation or in tariff levels, we not only notify them, but we also take all the necessary steps... to make sure that they remain compliant."
"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"
"As the market becomes more complex for our merchants, the duty burden globally is rising... This is money that we can actually bring back home for our merchants."
"As merchants look to extend agentic workflows into cross-border commerce, the underlying complexity... increases materially, making our merchant of record services ever more valuable."
"We see a huge benefit for us to continue and invest in reducing those costs for our clients with advanced trading models... This brings us a lot of demand, as well as increased retention."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Global-e Online appears on 2 of our retention leaderboards.
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