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 -6.5pp (cell median: 107%)
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 below the cell median of 107%. 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.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Standard · Premier
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: hybrid
Education programs: Customer education journeys · 16,000+ user community
Top customer exec: Ryan Barretto - Former Senior Vice President of Global Sales & Success (since 2016) · reports to CEO
CCO comp tied to retention: Yes - Short-Term Incentive Plan based on Revenue and Non-GAAP Operating Income
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Introduced an annual performance component and set all quarterly and annual targets at the start of the year.
"In response to stockholder feedback, our Compensation Committee implemented significant changes to the Company’s Short-Term Incentive Plan for 2025."
Proprietary AI agent transforming social data into actionable insights, starting with Listening.
"Trellis is Sprout's proprietary AI agent that transforms social data into actionable insights"
Shifting smaller customers to a self-serve motion powered by automation and AI to lower cost to serve.
"We're evolving our Self-Serve Motion, powered by automation and AI, to move customers through evaluation"
Initiated a restructuring plan with the primary focus on Sales and Customer Experience teams to drive efficiencies.
"In February 2025, we initiated a restructuring plan with the primary focus on our Sales and Customer Experience teams"
Initiated a restructuring plan with a primary focus on its Sales and Customer Experience teams.
"In February 2025, the Company initiated a restructuring plan with a primary focus on its Sales and Customer Experience teams."
AI-powered help center launched in late August to improve support efficiency.
"We launched our new AI Support Agent, an AI-powered help center in late August"
Flagship release for conversational data exploration and automated insights.
"our flagship release is a proprietary AI Agent for conversational data exploration"
Introduced two new support offerings, 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"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Budget constraints impacted expansion revenue, though offset by gross retention improvements.
"The main challenge to our NDR remains expansion revenue, which was partially offset by gross retention improvements"
Experienced more measured buying behavior and lengthening of average sales cycles due to macroeconomic uncertainty.
"we periodically have experienced more measured buying behavior by current and prospective customers"
Litigation alleging challenges in enterprise market transition and Tagger integration.
"alleged that the defendants made false or misleading statements... relating to... integration challenges"
Continued pressure in the SMB and agency segments, particularly on the new business side.
"on the smaller side, continued pressure that we've seen with SMB and agency, mostly on the new business side."
Traditional search engine optimization and marketing are facing headwinds from AI and zero-click trends.
"As traditional search continues to trend toward zero-click with AI, current content strategies face headwinds"
Near-term pressure on sales productivity due to training and alignment for the NewsWhip acquisition.
"we face some near-term pressure on productivity as we train teams, align our go-to-market motion"
Curated quotes about customer outcomes, retention, renewals.
"Customers are still buying. They're just expecting really strong return on investment... and speed to value."
"Our second growth driver is a sharper focus on customer health, onboarding, and adoption to maximize long-term value."
"We definitely saw pressure on NDR in 2024... On the flip side, we kind of were able to offset some of that pressure with really strong improvements on the gross retention side."
"You continue to see improvement on the gross retention, not just in the enterprise, but I would say across our customer base."
"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.
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| 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 ↗ |
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