Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 110% in FY2019-Q4. Latest is 100% - that's -10pp from peak.
Sprout Social is below the Sales & Marketing Tech Public median by -10pp (cell median: 110%)
Sprout Social (SPT) is a sales & marketing tech company at the public stage. As of its most recent disclosure (FY2025-Q4), Sprout Social reported a Net Revenue Retention rate of 100% - a mid-pack result for B2B SaaS at this segment.
Sprout Social's NRR peaked at 110% in FY2019-Q4, 10pp above today's level.
Within its peer set (sales & marketing tech companies at public stage in the $5k-$25k acv band), Sprout Social's NRR is meaningfully below the cell median of 110%. Compare against the full peer cell aggregate for distribution and top performers.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · Premier · Strategic
CS team segments: SMB · Mid-market · Enterprise
CSM model: hybrid
Education programs: Breaking Ground
Named CS initiatives across recent disclosures (newest first).
Proprietary AI Agent for automated insights and recommended actions
"our flagship release is a proprietary AI Agent for conversational data exploration, automated insights"
AI-powered help center launched in late August to improve support efficiency
"launched our new AI Support Agent, an AI-powered help center in late August"
Acquired AI-powered predictive media intelligence leader to enhance crisis management and real-time monitoring.
"Today, I'm excited to begin by discussing our recent acquisition of NewsWhip, a leader in AI-powered predictive media intelligence."
New trust and compliance product for brand safety and secure customer data handling.
"this past quarter, we launched Guardian by Sprout Social, a solution enabling our customers to securely manage their data"
Introduced Accelerated Support and Accelerated Support Plus with 2-hour response times.
"This quarter, we introduced two new support offerings, Accelerated Support and Accelerated Support Plus"
Implemented a new CS platform to enhance health scoring and identify renewal risks/expansion opportunities.
"This quarter, we successfully implemented a new customer success platform that enhances our ability to score"
Multi-product selling is now a core component of every sales rep's compensation plan.
"Multi-product selling is now a core component of every sales rep's compensation plan."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Continued pressure in the SMB and agency segments, particularly in new business and lower gross retention
"on the smaller side, continued pressure that we've seen with SMB and agency, mostly on the new business side"
Traditional search trending toward zero-click with AI, impacting organic website traffic.
"As traditional search continues to trend toward zero-click with AI, current content strategies face headwinds"
Near-term pressure on sales productivity due to NewsWhip integration and training.
"we face some near-term pressure on productivity as we train teams, align our go-to-market motion"
Continued elongated procurement and purchasing processes similar to 2024.
"We continue to see elongated procurement and purchasing processes that were very similar to the prior year."
Curated quotes about customer outcomes, retention, renewals.
"Our second growth driver is a sharper focus on customer health, onboarding, and adoption to maximize long-term value."
"We continue to see really strong gross retention in the quarter. It was up again quarter over quarter."
"On the retention and renewal side, the performance has been really strong. We've seen steady improvement in growth, revenue retention year over year."
"We continue to see improvements in gross retention across all customer segments, with multi-year contracts now representing nearly half of our contract mix."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Sprout Social appears on 1 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
Or grab the data: JSON API →
| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2025-Q4 | 100% | - | earnings-call-transcript | source ↗ |
| FY-2025 | 100% | - | 10-K | source ↗ |
| FY2024-Q4 | 104% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 104% | - | 10-K | source ↗ |
| FY2024-Q2 | 104% | - | 10-K | source ↗ |
| FY2023-Q3 | 107% | - | 10-K | source ↗ |
| FY2022-Q3 | 108% | - | 10-K | source ↗ |
| FY2019-Q4 | 110% | - | 10-K | source ↗ |
Generate a live retention report against Sprout Social and your full peer cell. Ungated. Downloadable as PDF.