Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 98.0% in FY-2023. Latest is 92.0% - that's -6.0pp from peak.
Weave is above the Customer Engagement Public median by +0.0pp (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 92.0% - a below-average result for B2B SaaS at this segment.
Weave's NRR peaked at 98.0% 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: Standard · Elite · Ultimate
CS team segments: Single Location · Multi-location · DSO (Dental Service Organization)
CSM model: hybrid
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Integrating TrueLark technology into the Weave platform to automate after-hours calls and scheduling.
"This month, we extended sales efforts to our existing single-location customers... incorporating our AI receptionist"
AI-powered analytics engine that transforms phone interactions into actionable insights and sentiment detection.
"Over the last year, we've seen strong adoption of Call Intelligence, an AI-powered analytics engine"
Acquisition and integration of AI-powered workflow automation for 24/7 scheduling and missed call response.
"In May, we acquired TrueLark, an AI-powered workflow automation platform... We're rapidly integrating TrueLark"
Expansion into medical aesthetics, physical therapy, and primary care with new EMR integrations.
"Q2 marked a record quarter for our medical vertical... Today, it is our second largest by customer count."
Challenges acknowledged by management. Useful peer signals — your team is probably not alone.
70% of practices report difficulty in hiring and retaining front desk staff.
"Staffing remains the number one challenge for SMB healthcare practices. More than 70% report difficulty"
Early phases of new verticals like specialty medical see higher churn due to non-integrated solutions.
"In the early phases of a new vertical, we are selling newer integrations... which have a slightly higher churn profile"
Customers facing labor constraints and inflationary pressure affecting margins.
"They are challenged to keep up with the demand for services while maintaining margins, especially in a market with labor constraints"
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."
"Everything we do at Weave is centered around helping healthcare practices grow and thrive."
"Our reported retention metrics are measured on a location basis, not a customer or logo basis on a weighted 12-month average."
"Integrated Weave is more valuable to our customers. It has a higher ASP, and it has a higher retention rate."
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q1 | 92.0% | 89.0% | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 93.0% | 89.0% | earnings-call-transcript | source ↗ |
| FY-2025 | 93.0% | 89.0% | 10-K | source ↗ |
| FY2025-Q3 | 94.0% | 90.0% | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 96.0% | 90.0% | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 97.0% | 92.0% | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 98.0% | 91.0% | earnings-call-transcript | source ↗ |
| FY-2024 | 98.0% | 91.0% | 10-K | source ↗ |
| FY2024-Q3 | 98.0% | 92.0% | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 97.0% | 92.0% | 10-Q-mdna | source ↗ |
| FY-2023 | 98.0% | 91.0% | 10-K | source ↗ |
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