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.
Forward-booked revenue by maturity. Renewal pipeline visibility.
CS team segments: Strategic · Enterprise · Mid-Market · SMB
CSM model: hybrid
Education programs: Toast.org culinary training
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Plan designed to promote overall operating expense efficiency, including a reduction in force.
"In February 2024, we announced a restructuring plan... designed to promote overall operating expense efficiency"
Toast integrates software, agentic AI, payments, financial technology solutions, and hardware.
"Toast integrates software, agentic AI, payments, financial technology solutions, and hardware"
Conversational AI assistant built into the platform to surface actionable business insights.
"Toast IQ is a conversational artificial intelligence, or AI, assistant built into our platform"
Digital-first support motion where 50% of interactions start with an AI agent.
"Toast Support has been reimagined with AI, with over half of all support interactions now starting digitally"
AI-powered marketing tool allowing operators to launch campaigns across Google and Meta.
"With Toast Advertising, operators can now launch campaigns across Google and Meta in just minutes."
Collaboration to bring reservation listings from Resy, Tock, and Toast Tables into Toast Local app.
"This collaboration will bring together reservation listings from Resy, Tock and Toast Tables into Toast Local"
AI-powered intelligence engine providing real-time guest context to staff to increase check sizes.
"new AI-powered intelligence engine ToastIQ... staff now get real-time context about their guests"
AI agent and assistant for restaurant operators currently being piloted to drive business insights and actions.
"It's currently being piloted with customers with promising early results"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
GPV and financial technology solutions revenue are impacted by seasonal consumer behavior in warmer months.
"We experience seasonality in our financial technology solutions revenue, which is largely driven by the level of GPV"
Uncertainty regarding the timing and impact of specific tariffs on consumer demand or business operations.
"There is uncertainty as to when specific tariffs may go into effect and the impact higher tariffs may have"
SMBs have higher rates of business failure and are more susceptible to economic fluctuations.
"SMBs often have higher rates of business failure and more limited resources... more difficult and costly to retain"
Impact of inflation, interest rates, and potential tariffs on consumer behavior and the restaurant industry.
"Our performance may also be impacted by geopolitical events, such as tariffs, which may influence consumer spending."
Higher memory chip costs and tariffs impacting hardware margins.
"guidance also includes approximately 150 basis points of negative impact from higher memory chip costs"
Recent AWS outage required restaurants to cut over to offline mode.
"I wanted to ask how you thought the business performed during the AWS outage."
Curated quotes about customer outcomes, retention, renewals.
"We've expanded AI coverage from chat to phone and now have about 40% of our support interactions resolved by AI."
"Our SaaS net retention rate remained in a healthy range at 110% in 2024, led by solid contributions from upsell and location expansion."
"Our mission at Toast is to help restaurants delight their guests, do what they love, and thrive."
"LTV to CAC... is often quite healthy because, as you can imagine, the churn for enterprise customers tends to be lower."
"At Toast, our mission is to help restaurants delight their guests, do what they love and thrive."
"One of the reasons they chose Toast was really about the capabilities in store... to improve guest experience reliability."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Toast appears on 2 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY-2025 | 109% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 109% | - | earnings-call-transcript | source ↗ |
| FY-2024 | 110% | - | earnings-call-transcript | source ↗ |
| FY2024-Q4 | 110% | - | earnings-call-transcript | source ↗ |
| FY2024-Q1 | 111% | - | 10-K | source ↗ |
| FY-2023 | 118% | - | 10-K | source ↗ |
| FY2020-Q4 | 135% | - | 10-K | source ↗ |
Generate a live retention report against Toast and your full peer cell. Ungated. Downloadable as PDF.