Peak NRR of 107% in FY2024-Q4. Latest is 98% - that's -9pp from peak.
PagerDuty is below the Dev Tools Public median by -9.5pp (cell median: 108%)
PagerDuty (PD) is a dev tools company at the public stage. As of its most recent disclosure (FY2027-Q2), PagerDuty reported a Net Revenue Retention rate of 98% - a below-average result for B2B SaaS at this segment.
PagerDuty's NRR peaked at 107% in FY2024-Q4, 9pp above today's level.
Within its peer set (dev tools companies at public stage in the $25k-$100k acv band), PagerDuty's NRR is below the cell median of 108%. 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.
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.
Support tiers: Standard · Paid tiers
CS team segments: Strategic · Enterprise · Commercial · SMB
CSM model: hybrid
Education programs: PagerDuty on Tour 2025
Top customer exec: Allison Corley - Chief Customer Officer (since 2025)
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Introduction of platform-plus-credit model combining seat-based and usage-based pricing.
"In 2025, we evolved our pricing approach by introducing a platform-plus-credit model that combines seat-based and usage-based pricing elements."
Transformation of post-sale practices including roadmap planning and structured adoption frameworks.
"executing on this transformation through enhanced post-sale enterprise engagement... including more comprehensive customer roadmap planning"
New digital-first motion for the commercial segment to drive net new paid customers.
"significant improvement in net new paid customers driven by our new commercial digital acquisition strategy"
Integration of generative AI assistant and AIOps into the Operations Cloud to create a flexible, resilient platform.
"The PagerDuty Operations Cloud combines artificial intelligence ("AI") operations ("AIOps"), automation... with a generative AI assistant"
Delivered greater value via new pricing and packaging to bring more automation and deeper insights.
"Delivered greater value in the PagerDuty Operation Cloud Platform via new pricing and packaging"
Transitioning from seat-based to usage-based pricing to reduce friction and allow access to new AI products.
"Our new pricing model makes it more compelling for customers to land new business and expand existing accounts."
Engaging customers 3-4 quarters ahead of renewals to improve gross retention and prevent surprises.
"In more programmatically getting in front of customers, you know, three, four quarters out around their renewals."
Transitioning from traditional single-year seat-based license model to a multi-year platform usage model.
"we're transitioning from a traditional single-year seat-based license model to a multi-year platform usage model."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Reductions in seats at large enterprise customers due to reorganizations and budget caution.
"In recent periods, we have seen pronounced seat-based license compression and larger-than-expected deal size reductions at certain large enterprise customers."
Higher-than-expected customer downgrades in enterprise due to M&A and macro caution.
"reflecting higher-than-expected customer downgrades in our enterprise segment and elevated churn in our commercial business"
Sales rep turnover and territory reassignments led to coverage gaps.
"The combination of moving some reps- out of the business, bringing new reps into the business, reassigning territories... led to some of those coverage gaps."
Business performance subject to global inflation, heightened interest rates, and economic uncertainty.
"Our business and financial performance has and may continue to be subject to the effects of worldwide macroeconomic conditions"
The company noted fiscal 2026 was marked by stabilized revenue retention, implying previous volatility.
"Fiscal 2026 was a transformational year for PagerDuty, marked by stabilized revenue retention"
Continued pressure on customer expansion and retention due to broader economic conditions.
"We continue to see macroeconomic headwinds impacting our expansion and retention rates."
Curated quotes about customer outcomes, retention, renewals.
"We were happy with what we saw on the net revenue, the dollar-based net retention, that going up to 98%, which is a nice inflection and stabilization."
"Adding that together with this new consumption model, this new Ops Cloud consumption model, seems to be the magic elixir also for better retention"
"Our expanding AI offers and the introduction of the new Operations Cloud usage-based package, further strengthens our platform and positions PagerDuty to accelerate long-term growth."
"Our customer success and product initiatives contributed to an improvement in our gross retention from Q4 to Q1."
"The Operations Cloud offering... plays a critical role in helping expand customers' use of the full platform."
"The comprehensive agreements we secured earlier in the year laid the foundation for sequential improvements in both enterprise and commercial gross retention."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
PagerDuty appears on 3 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2027-Q2 | 98% | - | 10-Q-mdna | source ↗ |
| FY2027-Q1 | 97% | - | 10-Q-mdna | source ↗ |
| FY-2026 | 98% | - | 10-K | source ↗ |
| FY2026-Q4 | 98% | - | earnings-press-release | source ↗ |
| FY2026-Q3 | 100% | - | 10-Q-mdna | source ↗ |
| FY2026-Q2 | 102% | - | 10-Q-mdna | source ↗ |
| FY2026-Q1 | 104% | - | earnings-call-transcript | source ↗ |
| FY-2025 | 106% | - | 10-K | source ↗ |
| FY2025-Q4 | 106% | - | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 100% | - | earnings-call-transcript | source ↗ |
| FY2025-Q2 | 102% | - | earnings-call-transcript | source ↗ |
| FY2024-Q4 | 107% | - | presentation-pdf | source ↗ |
| FY2021-Q3 | 98% | - | 10-K | source ↗ |
Generate a live retention report against PagerDuty and your full peer cell. Ungated. Downloadable as PDF.