Peak NRR of 119% in FY2023-Q3. Latest is 110% - that's -9pp from peak.
Klaviyo is above the Sales & Marketing Tech Public median by +3.5pp (cell median: 107%)
Klaviyo (KVYO) is a sales & marketing tech company at the public stage. As of its most recent disclosure (FY2026-Q1), Klaviyo reported a Net Revenue Retention rate of 110% - a mid-pack result for B2B SaaS at this segment.
Klaviyo's NRR peaked at 119% in FY2023-Q3, 9pp above today's level.
Within its peer set (sales & marketing tech companies at public stage in the $5k-$25k acv band), Klaviyo's NRR is above the cell median of 107%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
Logo flow per period (count-side complement to dollar-based NRR).
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · Premier · Strategic
CS team segments: entrepreneur · SMB · mid-market · enterprise
CSM model: hybrid
Education programs: Customer Help Center
Customer Advisory Board: Yes
Top customer exec: Chano Fernández - co-CEO (since 2026)
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Unifying real-time customer data infrastructure and intelligence with marketing, service, and analytics.
"Established Klaviyo as the autonomous B2C CRM, unifying real-time customer data infrastructure and intelligence"
Enabling autonomous marketing and customer interactions powered by AI across channels.
"Released Marketing Agent and Customer Agent, enabling autonomous marketing and customer interactions powered by AI"
Unified platform combining marketing, service, analytics, and data platform into a single system.
"In early 2025, we defined and introduced a new category... Klaviyo B2C CRM"
Next-generation agent for marketing and analysis that can autonomously query data and create campaigns.
"The private preview we introduced in March includes the ability to autonomously query and analyze consumer data."
Allows businesses to create tailored agents for consumer interaction across text, WhatsApp, email, and web chat.
"The experience and abilities of Customer Agent built on Klaviyo can now be entirely customized with custom skills."
AI agents that suggest and build complete marketing campaigns for businesses to review and run.
"launched an entirely new workflow for our customers to do marketing, and we're calling it Marketing Agents."
New product line including Customer Hub, Customer Agent, and Help Desk for AI-powered support.
"released to general availability our new product line, Klaviyo Service, with Customer Hub, Customer Agent, and Help Desk"
Launched private betas for help desk and conversational agent to unify marketing and service data.
"Just a few weeks ago, we expanded our service offering with the launch of two private betas"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Reduction-in-force affecting approximately 8% of global workforce.
"In March 2023, we implemented a reduction-in-force affecting approximately 8% of our global workforce."
Rising industry carrier fees for text messaging which the company is currently absorbing.
"Carrier fees have risen meaningfully across the industry over the past 12 months... We chose to absorb them."
Customers facing SEO efficiency challenges looking to Klaviyo to nurture existing relationships.
"We are hearing SEO struggles come up more for SMB... they're coming back to Klaviyo to say, 'How can I do more'"
Incorporated prudence in guidance due to uncertain macro environment, though no direct impact seen yet.
"we incorporated some additional prudence in our guidance due to the uncertain macro environment"
Customers feeling tentative due to potential tariffs and supply chain exposure to China.
"potential tariffs and consumer sentiment are top of mind for our customers and for Klaviyo"
Unauthorized third-party gained access to company source code and credentials.
"in two separate instances, in October 2024 and April 2026, an unknown, unauthorized third-party gained access"
Curated quotes about customer outcomes, retention, renewals.
"Notably, our in-period NRR stabilized from Q3 to Q4, so while I don't want to call a floor... it's good to see stability"
"gross retention remains consistent and strong. Once customers are on the Klaviyo platform... the platform is incredibly sticky."
"Our business model is fundamentally aligned with customer success. Because we price based on the number of active profiles and usage rather than seats, our revenue scales naturally as customers use more data."
"We're an engagement and revenue engine for them, and we sell Klaviyo based on engaged consumer relationships and outcomes, not on seats."
"Our land-and-expand strategy aligns our success with that of our customers. As our customers’ businesses grow, they utilize more active consumer profiles"
"customer retention was stronger than anticipated following the pricing updates we announced during the quarter"
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Klaviyo appears on 2 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q1 | 110% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 110% | - | 10-K | source ↗ |
| FY-2025 | 110% | - | 10-K | source ↗ |
| FY2025-Q3 | 109% | - | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 108% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 108% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 108% | - | 10-K | source ↗ |
| FY2024-Q4 | 110% | - | 10-Q-mdna | source ↗ |
| FY2024-Q3 | 110% | - | 10-Q-mdna | source ↗ |
| FY2023-Q3 | 119% | - | 10-Q-mdna | source ↗ |
| FY-2020 | 110% | - | 10-K | source ↗ |
| FY2020-Q4 | 108% | - | 10-K | source ↗ |
Generate a live retention report against Klaviyo and your full peer cell. Ungated. Downloadable as PDF.