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 91.0%.
Paycom is above the HR Tech Public median by +0.0pp (cell median: 91%)
Paycom (PAYC) is a hr tech company at the public stage. As of its most recent disclosure (FY-2025), Paycom reported a Net Revenue Retention rate of 91.0% - a below-average result for B2B SaaS at this segment.
Paycom is currently at or near its all-time NRR peak.
Within its peer set (hr tech companies at public stage in the $25k-$100k acv band), Paycom's NRR is roughly in line with the cell median of 91%. 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.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: account-named
Education programs: Paycom Learning
Named CS initiatives across recent disclosures (newest first).
AI solution accelerating speed to value by helping users get answers and complete work without training.
"Our AI solution, IWant, is accelerating speed to value for our clients by helping users get answers"
Strategy focusing on Beti, Gong, and automated decisioning to eliminate manual processes.
"Our full solution automation strategy is working, and solutions like Beti, Gong... are eliminating manual processes"
Command-driven AI product enabled across the entire client base to transform engagement with HR and payroll data.
"executed the launch of our award-winning and industry-first command-driven AI product, IWant."
Invested $100 million in Phoenix and Oklahoma City data centers to support AI initiatives like IWant.
"spending roughly $100 million of AI-focused CapEx on our Phoenix and Oklahoma City data centers."
Command-driven AI tool allowing users to navigate the system via voice or text without training.
"we recently released IWant, the most significant product in our company's history... command-driven AI"
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Executive notes a 'sky is falling' narrative regarding AI's impact on the business model.
"I think there's a little bit of a sky's falling narrative out there and... our stock should almost be at zero."
Reduced administrative staff by approximately 500 people due to automation efficiencies.
"led us to reduce mostly administrative by about 500 people."
Interest on funds held for clients declined 11% year-over-year.
"Interest on funds held for clients declined 11% year-over-year to $27 million"
Curated quotes about customer outcomes, retention, renewals.
"I do think IWant is going to, over time, impact our retention as these clients become more engaged in the software."
"IWant removes all the impediments to value, so now you just get it. You didn't have to work for it as much."
"We've seen a 20%-30% year-over-year decline in internal tickets and inbound client call volume."
"We do talk about retention once a year. We'll be reporting that next year."
"Our focus on client ROI achievement and world-class service continues to strengthen our client relationships."
"Any time you're able to make it easier for a client to access value... it does make it more difficult for them to leave."
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY-2025 | 91.0% | - | def-14a | source ↗ |
| FY2025-Q4 | 91.0% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 90.0% | - | def-14a | source ↗ |
| FY2024-Q4 | 90.0% | - | earnings-call-transcript | source ↗ |
| FY-2023 | 90.0% | - | earnings-call-transcript | source ↗ |
| FY2023-Q4 | 90.0% | - | earnings-call-transcript | source ↗ |
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