Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 107.0% in FY2024-Q4. Latest is 98.0% - that's -9.0pp from peak.
PagerDuty is below the Dev Tools Public median by -19.5pp (cell median: 117%)
PagerDuty (PD) is a dev tools company at the public stage. As of its most recent disclosure (FY2026-Q4), PagerDuty reported a Net Revenue Retention rate of 98.0% - a below-average result for B2B SaaS at this segment.
PagerDuty's NRR peaked at 107.0% in FY2024-Q4, 9pp above today's level. The most recent quarter lost 2.0pp QoQ.
Within its peer set (dev tools companies at public stage in the $25k-$100k acv band), PagerDuty's NRR is meaningfully below the cell median of 117%. 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.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: hybrid
Education programs: PagerDuty On Tour
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Combines AIOps, automation, customer service operations, and incident management with a generative AI assistant.
"The PagerDuty Operations Cloud combines artificial intelligence ("AI") operations ("AIOps"), automation..."
New pricing model enabling frictionless scaling between human responders and automated solutions.
"Our new pricing model makes it more compelling for customers to land new business and expand existing accounts."
Initiative to engage customers 3-4 quarters ahead of renewals to improve gross retention.
"In more programmatically getting in front of customers, you know, three, four quarters out around their renewals."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
Global inflation, heightened interest rates, and economic uncertainty impacting customer spending.
"Our business and financial performance has and may continue to be subject to the effects of worldwide macroeconomic conditions"
Macro headwinds leading to reduced seat counts in the install base.
"While seat-based compression continued to impact some of our install base"
Churn in the mid-size spend range impacting the $100k customer cohort.
"The modest growth in the $100,000 customers reflects churn in the mid-size spend range"
Curated quotes about customer outcomes, retention, renewals.
"We are really trying to incent our customer success and post-sale organization to focus on gross retention."
"We have implemented specific programmatic renewal initiatives and strengthened customer management to reverse this trend."
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q4 | 98.0% | - | earnings-press-release | source ↗ |
| FY2026-Q3 | 100.0% | - | 10-Q-mdna | source ↗ |
| FY2026-Q2 | 104.0% | - | 10-Q-mdna | source ↗ |
| FY2026-Q1 | 104.0% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 106.0% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 100.0% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 102.0% | - | earnings-call-transcript | source ↗ |
| FY2024-Q4 | 107.0% | - | presentation-pdf | source ↗ |
| FY2021-Q3 | 98.0% | - | 10-K | source ↗ |
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