Gross Retention excludes expansion - it shows pure churn / contraction loss. The gap between NRR and GRR is the expansion lift.
Peak NRR of 98% in FY2024-Q3. Latest is 92% - that's -6pp from peak.
Weave is above the Customer Engagement Public median by +0pp (cell median: 92%)
Weave (WEAV) is a customer engagement company at the public stage. As of its most recent disclosure (FY2026-Q2), Weave reported a Net Revenue Retention rate of 92% - a below-average result for B2B SaaS at this segment.
Weave's NRR peaked at 98% in FY2024-Q3, 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 · good · better · best
CS team segments: Enterprise
Education programs: Weave Certifications
Computed from the data above. Shows where value comes from and where leakage hides.
Named CS initiatives across recent disclosures (newest first).
Agentic AI functionality that handles scheduling automation and FAQs.
"In 2025... we introduced our AI-receptionist, powered by TrueLark."
Upcoming release of omnichannel AI receptionist supporting voice- and text-based conversations.
"The upcoming release of our omnichannel AI receptionist... strengthens our future role as a proactive... teammate"
Routes patient communications to segregated practitioner inboxes for multi-practitioner practices.
"Launched Private Communications, which routes patient communications to segregated practitioner inboxes."
New products including Call Intelligence and Insurance Eligibility sold as add-ons to core bundles.
"we have developed AI-powered products that we sell as add-ons to their chosen bundles."
Consolidates AI agentic conversations and staff interactions into a single contextual view.
"In Q4, we launched a Unified Inbox that consolidates TrueLark agentic conversations and Weave staff interactions"
Acquisition of an agentic AI-powered receptionist and front desk automation platform to automate routine tasks.
"we have signed a definitive agreement to acquire TrueLark, an agentic AI-powered receptionist"
Launched three new integrations: Prompt, Practice Fusion, and Veradigm to increase integrated market reach.
"In Q1, we launched three new integrations: Prompt, Practice Fusion, and Veradigm"
Launching a dedicated partner sales team to work closely with commercial partners and drive referrals.
"we are launching a dedicated partner sales team in 2025 that will work closely with our commercial partners."
Challenges acknowledged by management. Useful peer signals - your team is probably not alone.
Decreased spending by existing and prospective customers due to inflation and interest rates.
"Global economic and business activities continue to face widespread macroeconomic uncertainties."
NRR/GRR metrics are 12-month weighted averages, causing a delay in reflecting recent monthly improvements.
"it can take multiple quarters for improvements to show through in reported metrics."
Higher churn in new verticals or non-integrated practices until deep PMS integrations are built.
"Customers who purchase Weave products that are not yet integrated... typically have higher initial churn rates."
NRR decreased as the company lapped a 2024 price increase that had provided a 250 bps uplift.
"We lapped the effect of that price increase in the first half, and our net revenue retention rate has subsequently decreased"
Potential sensitivity in markets with discretionary spend like luxury or elective medical elements.
"where there's markets with discretionary spend... those are the areas that we see can have some struggles"
Toughest year-over-year comparison due to lapping significant price adjustments from Q2 2024.
"making Q2 our toughest year-over-year comparison of 2025 as we lapped the effects of that cohort."
Curated quotes about customer outcomes, retention, renewals.
"our NRR historically is a measurement that is based on locations, not on logos. What that means for a multi-location group is as you expand your footprint and acquire additional locations... our current NRR metric doesn't take credit for that"
"These results are a direct outcome of our unwavering focus on helping healthcare practices grow and teams thrive."
"Customer support continues to be a source of leverage as expenses have decreased as a percentage of revenue through technology and AI adoption"
"the more functionality you offer on your platform, the stickier the platform is... adding more functionality that takes place across our communication rails makes us stickier."
"If we were to report net revenue retention on a logo basis, it would be higher than our net revenue retention on a location basis."
"integrated Weave is more valuable to our customers. It has a higher ASP, and it has a higher retention rate."
Side-by-side NRR, customer cohorts, commercial structure, and CS motion.
Weave appears on 1 of our retention leaderboards.
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| Period | NRR | GRR | Source type | Filing |
|---|---|---|---|---|
| FY2026-Q2 | 92% | 89% | earnings-call-transcript | source ↗ |
| FY2026-Q1 | 92% | 89% | earnings-call-transcript | source ↗ |
| FY2025-Q4 | 93% | 89% | earnings-call-transcript | source ↗ |
| FY2025-Q3 | 94% | 90% | 10-Q-mdna | source ↗ |
| FY2025-Q2 | 96% | 90% | 10-Q-mdna | source ↗ |
| FY2025-Q1 | 98% | 91% | 10-Q-mdna | source ↗ |
| FY2024-Q4 | 98% | 91% | earnings-call-transcript | source ↗ |
| FY-2024 | 98% | 91% | 10-K | source ↗ |
| FY2024-Q3 | 98% | 92% | 10-Q-mdna | source ↗ |
| FY2024-Q2 | 97% | 92% | 10-Q-mdna | source ↗ |
| FY-2023 | 96% | 90% | 10-Q-mdna | source ↗ |
| FY2023-Q3 | 93% | - | earnings-call-transcript | source ↗ |
Generate a live retention report against Weave and your full peer cell. Ungated. Downloadable as PDF.