Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 135% in FY2020-Q4. Latest is 109% - that's -26pp from peak.
Toast is above the Restaurant SaaS Public median by +0pp (cell median: 109%)
Toast (TOST) is a restaurant saas company at the public stage. As of its most recent disclosure (FY-2025), Toast reported a Net Revenue Retention rate of 109% - a mid-pack result for B2B SaaS at this segment.
Toast's NRR peaked at 135% in FY2020-Q4, 26pp above today's level.
Within its peer set (restaurant saas companies at public stage in the $5k-$25k acv band), Toast's NRR is roughly in line with the cell median of 109%. 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.
CS team segments: SMB · Enterprise · International · Food and Beverage Retail
CSM model: account-named
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
AI assistant for restaurant operators to analyze sales, adjust menus, and make faster decisions.
"We recently evolved Sous Chef into Toast IQ, a true AI assistant for restaurant operators."
Tool allowing operators to launch campaigns across Google and Meta with AI-powered recommendations.
"With Toast Advertising, operators can now launch campaigns across Google and Meta in just minutes"
AI-powered intelligence engine providing real-time context about guests to staff to increase check sizes.
"new AI-powered intelligence engine ToastIQ, which reflect the steady drumbeat of innovation"
Collaboration to integrate Resy, Tock, and Toast Tables into Toast Local app for personalized diner experiences.
"This collaboration will bring together reservation listings from Resy, Tock and Toast Tables into Toast Local"
AI agent and assistant that supports restaurant operators with business insights and troubleshooting.
"Last spring... we announced Sous Chef, our AI agent and assistant that supports restaurant operators."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
System outage requiring restaurants to cut over to offline mode for operations.
"I wanted to ask how you thought the business performed during the AWS outage."
Anticipated higher tariff expenses impacting margins in the second half of the year.
"we will have higher tariff expenses in the second half of the year."
Gross Payment Volume per location was down 1% year-over-year.
"GPV was $50 billion, growing 23% year-over-year with GPV per location down 1% versus last year."
Monitoring consumer trends and potential recessionary pressure on restaurant resilience.
"While we're paying close attention to what's going on in the macro environment around us..."
Slightly higher hardware expenses related to tariffs on hardware components.
"Our guidance factors in stable consumer trends as well as slightly higher tariff expenses related to our hardware."
Curated quotes about customer outcomes, retention, renewals.
"LTV to CAC... is often quite healthy because, as you can imagine, the churn for enterprise customers tends to be lower."
"Our mission at Toast is to help restaurants delight their guests, do what they love, and thrive."
"At Toast, our mission is to help restaurants delight their guests, do what they love and thrive."
"reflecting our growing share of wallet and the increasing value we are providing our customers."
"Toast IQ gives fast answers, proactive insights, and direct actions to operators. Adoptions have been strong."
"Our customers were able to take orders, send their orders to kitchens, take payments offline."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Toast appears on 3 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 →
Generate a live retention report against Toast and your full peer cell. Ungated. Downloadable as PDF.