Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 127% in FY-2021. Latest is 115% - that's -12pp from peak.
Zscaler is above the Security Public median by +4.5pp (cell median: 111%)
Zscaler (ZS) is a security company at the public stage. As of its most recent disclosure (FY2026-Q1), Zscaler reported a Net Revenue Retention rate of 115% - a strong result for B2B SaaS at this segment.
Zscaler's NRR peaked at 127% in FY-2021, 12pp above today's level. Over the past three years, the metric has contracted by 10pp.
Within its peer set (security companies at public stage in the $100k-$500k acv band), Zscaler's NRR is above the cell median of 111%. Compare against the full peer cell aggregate for distribution and top performers.
Health scores, usage, and time-to-value when disclosed.
Support tiers: Standard · Premium deployment assistance and support
CS team segments: Strategic · National · Regional
CSM model: account-named
Education programs: Zenith Live
Top customer exec: Mike Rich - Chief Revenue Officer (since 2023)
Named CS initiatives across recent disclosures (newest first).
Gives customers with multi-year commitments flexibility to activate or swap modules without new procurement cycles.
"Z-Flex gives customers with multi-year commitments the flexibility to activate or swap modules"
Solution to secure the use of AI and agentic operations, including discovery and management of AI assets.
"AI Security, which includes two product areas: AI Protect, our recently introduced solution"
Flexible pricing and module adoption program for strategic multi-year deals.
"ZFlex program... generated over $100 million in TCV bookings, representing over 50% sequential growth."
Packaging of Zero Trust Users, Branch, and Cloud into a unified platform motion.
"our goal of securing 390 enterprises with Zero Trust Everywhere by the end of fiscal 2026."
New purchasing program allowing customers to flexibly scale adoption and change modules based on agreed pricing.
"launched a new purchasing program in Q3 called Z-Flex... allows customers to flexibly scale their adoption"
Program to help customers identify and eliminate legacy security and networking products.
"launched our cost-taker program to help customers identify and eliminate legacy security and networking products"
Strategic decision to shift sales motion from opportunity-based selling to account-centric selling.
"Last year, we made the strategic decision to shift our sales motion from opportunity-based selling to account-centric"
New AI solution to provide visibility and data protection for Microsoft Copilot and other GenAI apps.
"We enable customers to securely adopt public AI apps such as ChatGPT, Microsoft Copilot... with Zscaler for Copilots."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Customers expressed concern about potential takeover resulting in decreased service levels and innovation.
"our customers have expressed concern about the potential takeover of Zscaler"
Elevated churn in the acquired Red Canary MDR business compared to core Zscaler business.
"Post-acquisition, Red Canary's churn has been elevated."
Customers remain cautious about IT spending and large deal scrutiny continues.
"customers remain cautious about their IT spending due to ongoing economic uncertainty"
Ongoing customer scrutiny of large deals due to general economic conditions.
"Our Q1 results exceeded our guidance... even with ongoing customer scrutiny of large deals."
Curated quotes about customer outcomes, retention, renewals.
"Our customer engagements are getting stronger, as demonstrated by our Net Promoter Score, or NPS, of over 70."
"Our goal is do what's right for the customer. Look at them as a long-term partnership."
"Our increased success in selling bigger bundles... and faster upsells within a year can reduce our dollar-based net retention rate in the future."
"Our ZFlex program is becoming the preferred motion for strategic multi-year deals as it enables seamless adoption of new product modules."
"We don't think customers should be paying for building these data lakes. I think customers should be paying for outcomes."
"Our account-centric sales motion... is strengthening our position as a long-term strategic partner and driving deeper customer adoption over time."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Zscaler 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 |
|---|---|---|---|---|
| FY2026-Q1 | 115% | - | 10-Q-mdna | source ↗ |
| FY-2025 | 114% | - | 10-K | source ↗ |
| FY2025-Q4 | 114% | - | 10-K | source ↗ |
| FY2025-Q3 | 114% | - | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 115% | - | earnings-call-transcript | source ↗ |
| FY2025-Q1 | 114% | - | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 116% | - | 10-K | source ↗ |
| FY-2024 | 116% | - | 10-K | source ↗ |
| FY2024-Q3 | 116% | - | 10-Q-mdna | source ↗ |
| FY2024-Q1 | 125% | - | 10-Q-mdna | source ↗ |
| FY-2023 | 121% | - | 10-K | source ↗ |
| FY2023-Q4 | 125% | - | 10-Q-mdna | source ↗ |
| FY2023-Q3 | 125% | - | 10-Q-mdna | source ↗ |
| FY2023-Q2 | 125% | - | 10-Q-mdna | source ↗ |
| FY-2022 | 125% | - | 10-K | source ↗ |
| FY-2021 | 127% | - | 10-Q-mdna | source ↗ |
| FY2020-Q4 | 122% | - | 10-Q-mdna | source ↗ |
| FY-2020 | 116% | - | 10-Q-mdna | source ↗ |
| FY2019-Q4 | 120% | - | 10-Q-mdna | source ↗ |
| FY-2019 | 118% | - | 10-Q-mdna | source ↗ |
| FY-2018 | 117% | - | 10-K | source ↗ |
| FY2018-Q3 | 125% | - | 10-K | source ↗ |
Generate a live retention report against Zscaler and your full peer cell. Ungated. Downloadable as PDF.