Currently at all-time peak NRR of 90%.
ZoomInfo is below the Sales & Marketing Tech Public median by -7pp (cell median: 97%)
ZoomInfo (ZI) is a sales & marketing tech company at the public stage. As of its most recent disclosure (FY2026-Q1), ZoomInfo reported a Net Revenue Retention rate of 90% - a below-average result for B2B SaaS at this segment.
ZoomInfo is currently at or near its all-time NRR peak.
Within its peer set (sales & marketing tech companies at public stage in the $25k-$100k acv band), ZoomInfo's NRR is below the cell median of 97%. 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.
Forward-booked revenue by maturity. Renewal pipeline visibility.
CS team segments: Up Market (Enterprise and Mid-Market) · Down Market (SMB)
CSM model: hybrid
Top customer exec: Rob Giglio - Chief Customer Officer (Board Member) (since 2025)
Named CS initiatives across recent disclosures (newest first).
Shifting from seat-based to a model pairing a low platform fee with pre-purchase credits.
"We plan to roll out a hybrid pricing model later in Q3 that pairs a low annual platform fee with pre-purchase credits"
Automated workflows triggered by ZoomInfo signals to drive data consumption.
"We expanded Go-to-Market Studio trials to more than a quarter of existing customers"
Aggressively moving customer base onto Copilot and GTM Workspace AI tools.
"We are aggressively moving our customer base onto Copilot and GTM Workspace and getting them access to our new AI tools."
Orchestration layer for revenue operations to unify CRM, warehouse, and ZoomInfo data.
"That expanding surface area is why we built GTM Studio, an orchestration layer where revenue operations teams unify"
Unified data management platform and execution workspace for RevOps and frontline sales leadership.
"With the launch of Copilot last year, its expansion into GTM Workspace this quarter, and the evolution of GTM Studio"
Bringing ZoomInfo data and agents directly into Salesforce's AgentForce platform.
"ZoomInfo Revenue Agent is now bringing the industry's most comprehensive B2B data and agents directly into AgentForce"
Operational counterpart to Copilot for sales leaders and rev ops to architect campaigns and strategies.
"Go-To-Market Studio went into early access in July with the first set of customers from our oversubscribed wait list."
Enhanced AI functionality including new agents for research, prospecting, and account planning.
"Later this year we're going to be releasing a really big product release around Copilot... Copilot 2.0"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Customers pausing purchasing decisions due to confusion over build vs buy in AI.
"we saw a trend of AI and agentic confusion in our customer conversations... This led to a pause in purchasing"
Pressure on traditional seat-based models as AI agents replace human seats.
"our traditional seats tied to application model will come under pressure"
Downmarket growth declined 10% due to AIO/SEO challenges.
"Downmarket growth is -10% for the second quarter in a row... primarily feel the impact of the AIO challenges there."
The down-market segment declined 10% year-over-year.
"down-market business, which declined 10% year-over-year as compared to 11% in the prior quarter"
Changes in the SEO landscape and AI search affecting top-of-funnel inbound demand.
"there's definitely an impact to the business from the AI shifts... changes in the SEO landscape"
Downmarket customers churn at higher rates and have lower lifetime value.
"Those customers have the lowest lifetime value. As customers of ZoomInfo, they churn at the highest rates"
Curated quotes about customer outcomes, retention, renewals.
"We're now gaining traction among account executives, account managers, and customer success managers, a user base more than three times larger than SDRs."
"Up-market churn is about the same, but we've had a significant improvement in shifting back into an upsell opportunity instead of kind of more of a defensive downsell opportunity."
"Copilot has converted AM and AE users on the platform to be as active as our SDR prospecting users."
"Retention in our software vertical improved sequentially for the fourth quarter in a row."
"We're observing renewal rates that are materially better than on legacy ZoomInfo Sale and are performing better than expected."
"We are starting to see early signs of better renewal outcomes upmarket and downmarket as we get into Q3."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
ZoomInfo appears on 2 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q1 | 90% | - | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 90% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 90% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 87% | - | earnings-call-transcript | source ↗ |
| FY2024-Q4 | 87% | - | earnings-call-transcript | source ↗ |
| FY2024-Q3 | 85% | - | earnings-call-transcript | source ↗ |
| FY2024-Q2 | 85% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 89% | - | earnings-call-transcript | source ↗ |
| FY2023-Q2 | 90% | - | earnings-call-transcript | source ↗ |
Generate a live retention report against ZoomInfo and your full peer cell. Ungated. Downloadable as PDF.