Peak NRR of 143% in FY2020-Q1. Latest is 107% - that's -36pp from peak.
Twilio is above the Customer Engagement Public median by +8pp (cell median: 99%)
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.
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 99%. 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: Free · Paid personalized plans · Technical account manager · Duty manager coverage
CS team segments: ISVs · Self-serve · Enterprise
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"
AI assistant serving as a personal concierge post-sales to help customers set up accounts and upgrade to paid.
"used Isa, our AI assistant, to serve as a personal concierge post-sales by helping customers set up their accounts"
New product helping developers build AI voice agents with premium voices and HIPAA eligibility.
"our new Conversation Relay product is proving to be a key tool in helping developers easily build AI voice agents"
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.
"It was evident that the power of combining communications plus contextual data plus AI... is driving meaningful value for brands"
"The large deal activity has been one of the brighter spots... speaks to the nature of a lot more of our platform selling, cross-selling motion"
"We've got AI assistants that power a lot of our pre-sales motion... Isa... handles the vast majority of inbound leads."
"The same is true on post-sales, where we handle a lot of our typical customer cases and service tickets powered by AI."
"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. Instead, they are relying on us to be a foundational infrastructure layer."
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 ↗ |
| FY-2025 | 108% | - | 10-K | source ↗ |
| FY2025-Q4 | 114% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 104% | - | 10-K | source ↗ |
| FY2025-Q2 | 105% | - | 10-Q-mdna | 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 ↗ |
Generate a live retention report against Twilio and your full peer cell. Ungated. Downloadable as PDF.