Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 98% in FY-2023. Latest is 92% - that's -6pp from peak.
Weave is above the Customer Engagement Public median by +0pp (cell median: 92%)
Weave (WEAV) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q1), Weave reported a Net Revenue Retention rate of 92% - a below-average result for B2B SaaS at this segment.
Weave's NRR peaked at 98% in FY-2023, 6pp above today's level.
Within its peer set (customer engagement companies at public stage in the $5k-$25k acv band), Weave's NRR is roughly in line with the cell median of 92%. 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.
Support tiers: Elite · Ultimate
CS team segments: Single Location · Mid-market · Multi-location · DSO (Dental Service Organization)
CSM model: hybrid
Education programs: Weave Certifications
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Introduced AI receptionist powered by TrueLark to follow up missed calls and book appointments.
"In 2025... we introduced our AI receptionist, powered by TrueLark, which automatically follows up missed calls"
Links directly to dental insurance portals to retrieve patient insurance information.
"We also delivered Weave Insurance Eligibility, which links directly to multiple dental insurance portals"
Agentic AI functionality that handles scheduling automation and FAQs.
"In 2025... we introduced our AI-receptionist, powered by TrueLark."
Upcoming release of omnichannel AI receptionist supporting voice- and text-based conversations.
"The upcoming release of our omnichannel AI receptionist... strengthens our future role as a proactive... teammate"
Routes patient communications to segregated practitioner inboxes for multi-practitioner practices.
"Launched Private Communications, which routes patient communications to segregated practitioner inboxes."
New products including Call Intelligence and Insurance Eligibility sold as add-ons to core bundles.
"we have developed AI-powered products that we sell as add-ons to their chosen bundles."
Consolidates AI agentic conversations and staff interactions into a single contextual view.
"In Q4, we launched a Unified Inbox that consolidates TrueLark agentic conversations and Weave staff interactions"
Acquisition of an agentic AI-powered receptionist and front desk automation platform to automate routine tasks.
"we have signed a definitive agreement to acquire TrueLark, an agentic AI-powered receptionist"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Unfavorable economic conditions impacting SMB spending and sales cycles.
"Global economic and business activities continue to face widespread macroeconomic uncertainties"
SMBs are more susceptible to business failure and budget constraints.
"SMBs often have higher rates of business failures and limited budgets."
Decreased spending by existing and prospective customers due to inflation and interest rates.
"Global economic and business activities continue to face widespread macroeconomic uncertainties."
NRR/GRR metrics are 12-month weighted averages, causing a delay in reflecting recent monthly improvements.
"it can take multiple quarters for improvements to show through in reported metrics."
Higher churn in new verticals or non-integrated practices until deep PMS integrations are built.
"Customers who purchase Weave products that are not yet integrated... typically have higher initial churn rates."
NRR decreased as the company lapped a 2024 price increase that had provided a 250 bps uplift.
"We lapped the effect of that price increase in the first half, and our net revenue retention rate has subsequently decreased"
Curated quotes about customer outcomes, retention, renewals.
"as we've looked at the multi-location customers... their NRR is over 100% when you look at it through that lens"
"If we were to report net revenue retention on a logo basis, it would be higher than our net revenue retention on a location basis."
"integrated Weave is more valuable to our customers. It has a higher ASP, and it has a higher retention rate."
"We also don't want to do price increases that inhibit our ability to move customers onto the new platform. We are seeing greater adoption and higher MPS and better customer response from that platform."
"If there was some sort of calamitous economic situation... this would be the last software that I would cut"
"These efforts yielded a steady reduction in churn in the second half of 2025, and Q4 churn returned to our 2023 and 2024 churn levels."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Weave appears on 1 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 | 92% | 89% | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 93% | 89% | earnings-call-transcript | source ↗ |
| FY-2025 | 93% | 89% | 10-K | source ↗ |
| FY2025-Q3 | 94% | 90% | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 96% | 90% | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 97% | 92% | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 98% | 91% | earnings-call-transcript | source ↗ |
| FY-2024 | 98% | 91% | 10-K | source ↗ |
| FY2024-Q3 | 98% | 92% | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 97% | 92% | 10-Q-mdna | source ↗ |
| FY-2023 | 98% | 91% | 10-K | source ↗ |
| FY2023-Q3 | 93% | - | earnings-call-transcript | source ↗ |
Generate a live retention report against Weave and your full peer cell. Ungated. Downloadable as PDF.