Currently at all-time peak NRR of 99%.
Zoom is above the Customer Engagement Public median by +0pp (cell median: 99%)
Zoom (ZM) is a customer engagement company at the public stage. As of its most recent disclosure (FY2027-Q1), Zoom reported a Net Revenue Retention rate of 99% - a below-average result for B2B SaaS at this segment.
Zoom is currently at or near its all-time NRR peak.
Within its peer set (customer engagement companies at public stage in the $25k-$100k acv band), Zoom's NRR is roughly in line with 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.
When the company breaks NRR/GRR by segment, geography, or customer size cohort.
| NRR by segment | enterprise: 99% |
|---|
Revenue, ARR, and team-size denominators for the productivity ratios.
Forward-booked revenue by maturity. Renewal pipeline visibility.
Support tiers: Elite · Premium
CS team segments: Enterprise · Online (SMB)
CSM model: hybrid
Education programs: Zoomtopia
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Expansion of the platform into an AI-powered system of action for modern work.
"Our performance in fiscal 2026 reflects the increasing value of our platform, with innovations like AI Companion 3.0"
AI-first mobile solution aimed at enhancing on-shift communications and task management.
"We recently launched several products, including... Zoom Workplace for Frontline Workers"
Designed to automate clinical workflows, leveraging healthcare AI to streamline clinical notes.
"Zoom Workplace for Clinicians is designed to automate clinical workflows"
Expansion of agentic AI skills, agents, and models to improve productivity and collaboration.
"Over the past year, Zoom continued to invest in AI, expanding its agentic AI skills, agents, and models"
AI-driven solution using agentic AI to autonomously resolve customer support issues.
"next-generation Zoom Virtual Agent that enhances customer support experiences"
Agentic search, customization, and agentic workflows to take customers from conversation to action.
"Custom AI Companion is the natural next step that takes them from conversation to action"
New SKU within ZCX for natural language analysis of CX data across Contact Center and Virtual Agent.
"In March, we introduced CX Insights, a new SKU within ZCX that gives business and CX leaders a natural language way"
Paid AI add-on for Zoom Workplace allowing integration with company knowledge bases.
"deployed Zoom Custom AI Companion, our paid AI add-on for Zoom Workplace"
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Complex macroeconomic environment impacting business scenarios and performance targets.
"considering the complex macroeconomic environment and the likelihood of a range of business scenarios"
Slower hiring and higher seat count downsells from existing Enterprise customers.
"macroeconomic headwinds have resulted in slower hiring and higher seat count downsells"
Average monthly churn for Online customers at 2.9%.
"The online monthly average churn for our Online customers was 2.9% per month"
Nominal uptick in online churn to 3% compared to 2.8% in the prior year.
"In our online business, Q1 average monthly churn was 3%, as compared to 2.8% in Q1 of FY 2026."
Impact of white label churn affecting enterprise revenue growth rates.
"7.2% revenue growth in enterprise... with a 60 basis points impact of that white label churn"
A single large competitor white labeling churned, creating a 40 basis point headwind.
"40 basis headwind of pressure from a single large competitor, white labeling, that churned at the end of FY 2026"
Curated quotes about customer outcomes, retention, renewals.
"In Q4, average monthly churn was 2.8%, a 20 basis point improvement year-over-year, and our lowest ever churn rate."
"AI Companion is part of that at a new additional cost, made our service very sticky."
"After we deploy the Zoom Virtual Agent, it does help us a lot because CSAT number is 70... self-service rate is 97%."
"We continue to see year-over-year improvement in churn in enterprise as well as continued record low churn rate in online."
"Our company culture is really focused on delivering happiness. We do all we can to delight our customers."
"In Q2, average monthly churn was flat year-over-year at continued lows of 2.9%."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Zoom appears on 3 of our retention leaderboards.
Free to embed on your blog or board deck. Includes a small backlink to cust.co.
Or grab the data: JSON API →
| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2027-Q1 | 99% | - | earnings-call-transcript | source ↗ |
| FY-2026 | 98% | - | 10-K | source ↗ |
| FY2026-Q4 | 98% | - | earnings-call-transcript | source ↗ |
| FY2026-Q3 | 98% | - | earnings-call-transcript | source ↗ |
| FY2026-Q2 | 98% | - | earnings-call-transcript | source ↗ |
| FY2026-Q1 | 98% | - | 10-Q-mdna | source ↗ |
| FY2025-Q4 | 98% | - | earnings-call-transcript | source ↗ |
| FY-2025 | 98% | - | 10-K | source ↗ |
| FY2025-Q3 | 98% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 98% | - | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 99% | - | 10-Q-mdna | source ↗ |
Generate a live retention report against Zoom and your full peer cell. Ungated. Downloadable as PDF.