Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 143% in FY2020-Q1. Latest is 107% - that's -36pp from peak.
Twilio is above the Customer Engagement Public median by +9pp (cell median: 98%)
Twilio (TWLO) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), Twilio reported a Net Revenue Retention rate of 107% - a mid-pack result for B2B SaaS at this segment.
Twilio's NRR peaked at 143% in FY2020-Q1, 36pp above today's level. Over the past three years, the metric has contracted by 33pp. The most recent quarter lost 2pp QoQ.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), Twilio's NRR is above the cell median of 98%. 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.
CS team segments: ISVs · self-serve · enterprise
CSM model: hybrid
Education programs: Signal
Named CS initiatives across recent disclosures (newest first).
Simplifying onboarding and upgrade process to drive higher conversion rates and multi-product adoption.
"we've made significant investments to simplify our onboarding and upgrade process... reimagined the Twilio console"
New capabilities introducing persistent memory across channels for humans and AI agents.
"introducing new capabilities that orchestrate context-rich conversations with persistent memory across every channel"
New bundled offering making it easier to purchase multiple products across the platform.
"Q3 marked the first quarter with our agent productivity solution in market, which is a new bundled offering"
AI assistant for self-service business to handle leads and onboarding.
"Isa, as we mentioned before, is our AI assistant for our self-service business."
General availability of natural voice AI agents using choice of LLM.
"We announced the general availability of Conversation Relay, which empowers developers to create robust natural voice"
Feature in Segment that creates rich contextual payloads combining triggering events and warehouse data.
"With Twilio Segment, we announced event-triggered journeys at Signal, and the feature officially went live"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Incremental carrier pass-through fees impacting customer ROI and gross margin rates.
"We incurred incremental carrier pass-through fees of $46 million associated with increased U.S. A2P fees"
Increased Verizon A2P fees impacting gross margins.
"we incurred carrier pass-through fees of $20 million associated with increased Verizon A2P fees"
Messaging revenue mix increase and carrier fee pass-throughs impacting gross margins.
"messaging revenue mix increase by 260 basis points year-over-year, which was the primary driver of gross margin decline"
Curated quotes about customer outcomes, retention, renewals.
"Twilio continues to bring more ROI to businesses... combining communications plus contextual data plus AI."
"The use cases enhancing agent productivity, reducing customer wait times, and ultimately reducing seasonal hires."
"we're getting more efficient in managing our funnel, leveraging AI to help us onboard customers faster and upgrade customers faster."
"We are seeing acceleration of our multi-product customer count. It was actually up 29% in Q1."
"Customers no longer view Twilio as just a provider of communications channels. They rely on us for AI infrastructure."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Twilio appears on 4 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 |
|---|---|---|---|---|
| FY2026-Q1 | 107% | - | 10-Q-mdna | source ↗ |
| FY2025-Q4 | 109% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 104% | - | 10-K | source ↗ |
| FY2025-Q2 | 105% | - | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 107% | - | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 106% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 105% | - | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 103% | - | 10-Q-mdna | source ↗ |
| FY2024-Q1 | 106% | - | 10-Q-mdna | source ↗ |
| FY2023-Q2 | 123% | - | 10-Q-mdna | source ↗ |
| FY2023-Q1 | 62% | - | 10-Q-mdna | source ↗ |
| FY2022-Q1 | 62% | - | 10-Q-mdna | source ↗ |
| FY-2021 | 131% | - | 10-K | source ↗ |
| FY2021-Q2 | 67% | - | 10-Q-mdna | source ↗ |
| FY-2020 | 137% | - | 10-K | source ↗ |
| FY2020-Q3 | 137% | - | 10-Q-mdna | source ↗ |
| FY2020-Q2 | 132% | - | 10-Q-mdna | source ↗ |
| FY2020-Q1 | 143% | - | 10-Q-mdna | source ↗ |
| FY-2019 | 136% | - | 10-K | source ↗ |
| FY2019-Q3 | 132% | - | 10-Q-mdna | source ↗ |
| FY2019-Q2 | 141% | - | 10-Q-mdna | source ↗ |
| FY2019-Q1 | 142% | - | 10-Q-mdna | source ↗ |
| FY-2018 | 140% | - | 10-K | source ↗ |
Generate a live retention report against Twilio and your full peer cell. Ungated. Downloadable as PDF.