Peak NRR of 143% in FY2020-Q1. Latest is 114% - that's -29pp from peak.
Twilio is above the Customer Engagement Public median by +15pp (cell median: 99%)
Twilio (TWLO) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q3), Twilio reported a Net Revenue Retention rate of 114% - a mid-pack result for B2B SaaS at this segment.
Twilio's NRR peaked at 143% in FY2020-Q1, 29pp above today's level. Over the past three years, the metric has contracted by 26pp.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), Twilio's NRR is meaningfully above the cell median of 99%. Compare against the full peer cell aggregate for distribution and top performers.
Contract shape and forward-booked revenue.
When the company breaks NRR/GRR by segment, geography, or customer size cohort.
| NRR by ARR cohort | over 1m: 120% |
|---|
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Free · Paid personalized plans · Technical account manager · Duty manager coverage
CS team segments: Enterprise · ISV · Self-serve
CSM model: hybrid
Education programs: SIGNAL
Named CS initiatives across recent disclosures (newest first).
Announced a three-year financial framework through 2027 for durable, profitable growth.
"hosted a successful investor day event in January 2025, announcing a three-year financial framework through 2027"
Realigned organizational structure into a functional support model by dissolving existing business unit components.
"on January 1, 2025, the Company realigned its organizational structure into a functional support model"
Introducing AI and automation in the self-service platform to improve sales and customer support.
"We are also introducing AI and automation in our self-service platform aimed at improving sales and customer support."
Launched a new channel using Rich Communication Services (RCS).
"For example, in 2025 we launched a new channel using Rich Communication Services ("RCS")"
Post-sales help center assistants using AI to drive ticket deflection.
"Post-sales, our help center assistants have garnered a 75% ticket deflection rate when AI is engaged."
Project to migrate Segment infrastructure to improve gross margins and performance.
"sequential improvement was primarily driven by benefits from our Segment infrastructure migration project"
Launch of Conversation Memory, Orchestrator, Intelligence, Relay, and Agent Connect for AI-rich conversations.
"we announced the general availability of Twilio's next generation platform. Our conversations layer..."
Single command center with AI-guided onboarding and frictionless trials to encourage multi-product adoption.
"The newly redesigned Twilio Console also launched in May, giving customers a single command center"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
High levels of stock-based compensation expense and resulting dilution.
"recognize the dilutive impact of our equity compensation program on our stockholders"
Major U.S. mobile carrier increased network service provider fees for A2P messages.
"In June 2025, a major U.S. mobile carrier increased network service provider fees for A2P messages"
Major U.S. mobile carriers increased network service provider fees for A2P messages, impacting gross margins.
"The increased fees do not impact our gross profit, but they create a headwind to our gross margins."
New email sender requirements (DMARC) from Google, Yahoo, and Microsoft requiring compliance resources.
"Google, Yahoo and Microsoft began enforcing new email sender requirements... requiring us to devote time and resources"
Incurred $17 million in bad debt expenses related to Brazilian telecom customer Oi.
"we incurred $17 million in bad debt expenses related to our customer, Oi, a Brazilian telecom company"
Segment revenue down 1% year-over-year with NRR below 100%.
"Segment revenue for the quarter was $74 million, down 1% year-over-year."
Curated quotes about customer outcomes, retention, renewals.
"What I would say is contraction in churn remained stable, so it really was an expansion story this quarter."
"The same is true on post-sales, where we handle a lot of our typical customer cases and service tickets powered by AI. That's given us a lot of productivity gains as well."
"We are seeing continued improvement in leading indicator metrics, including AE productivity and win rates, as well as a meaningful reduction in churn and contraction in the quarter, which hit its lowest level since Q1 2023."
"We are seeing the cross-sell momentum and the upsell momentum in the business... software upsells were 25%+ growth."
"The trend we're seeing is... consolidation because to be able to take full advantage of our conversation suite."
"Post-sales, our help center assistants have garnered a 75% ticket deflection rate when AI is engaged."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Twilio appears on 5 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q3 | 114% | - | 10-Q-mdna | source ↗ |
| FY-2026 | 115% | - | 10-Q-mdna | source ↗ |
| FY2026-Q2 | 116% | - | earnings-call-transcript | source ↗ |
| FY2026-Q1 | 114% | - | earnings-press-release-8k-exh | source ↗ |
| FY-2025 | 108% | - | 10-K | source ↗ |
| FY2025-Q4 | 114% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 109% | - | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 108% | - | earnings-press-release-8k-exh | source ↗ |
| FY2025-Q1 | 107% | - | 10-Q-mdna | source ↗ |
| FY-2024 | 104% | - | 10-K | 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 ↗ |
| FY-2023 | 103% | - | 10-K | 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 ↗ |
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