Summary of Commerce.com Conference Call (December 09, 2025) Company Overview - **Company**: Commerce.com (formerly BigCommerce) - **Industry**: E-commerce and application software Key Points Company Transformation and Rebranding - The company underwent significant changes in leadership and operational structure over the past year, focusing on human capital and integrating its three brands: BigCommerce, Feedonomics, and Makeswift under the new name "Commerce" [4][5][6] - The rebranding aimed to unify the product offerings and enhance market presence, with positive reception noted despite challenges of being named after a broad category [7][8] Product Development and Market Position - The company is heavily investing in product development, particularly in the agentic AI space, which allows for autonomous agents to operate on behalf of customers [9][10] - Feedonomics serves 30% of the Internet Retailer 1000, providing enriched product catalogs that enhance discoverability in the agentic environment [9][10] - The integration of products is ongoing, with a focus on shipping more products and improving product-led growth, which was previously lacking [5][6] Merchant Engagement and AI Evolution - Merchants are at various stages of AI adoption, with a significant interest in discoverability rather than direct shopping experiences due to control issues [12][13][14] - The company recognizes the need for merchants to optimize their presence in AI-driven environments while maintaining brand integrity [14] B2B Market Focus - The B2B segment has shown strong growth, particularly in mid-market and enterprise sectors, driven by back-office complexities and the need for automation [27][30] - AI is expected to significantly impact B2B operations, with many manufacturers and distributors still not digitized, presenting a large total addressable market (TAM) [30][33] Partner Channel and Strategic Alliances - The company is enhancing its partner channel efforts, particularly with GSIs like Accenture, to facilitate transformation services alongside software solutions [43][44] - The partnership with Microsoft for Feedonomics Surface aims to provide a self-service version of the product, expanding its reach into the market [46][48] Payment Strategy Evolution - The company is transitioning from a referral model to a reseller model for payments, aiming to provide a seamless experience for mid-market customers while capturing incremental economics [52][54][55] Growth Drivers and Future Outlook - The focus is on improving net revenue retention (NRR) and expanding the customer base through product-led growth initiatives [56][57] - The company acknowledges the need for better growth rates relative to investments and is prioritizing shareholder returns while avoiding acquisitions [70][72] Market Trends and Challenges - The e-commerce landscape is evolving rapidly, with brands navigating new commercial models and the complexities of AI integration [60][67] - The upcoming holiday season is seen as a critical period for assessing market performance, with expectations of a mediocre shopping experience due to ongoing adjustments in technology [69] Additional Insights - The company is committed to organic growth and improving operational efficiency without pursuing aggressive M&A strategies [72] - There is a strong emphasis on balancing investment in growth with margin expansion to ensure sustainable shareholder value [70][71]

Group 1: Business Expansion and Success - Despite economic uncertainty, businesses may miss opportunities by delaying expansion [1] - New ventures launched by large companies can scale with 40% less capital and achieve faster profitability, with 61% generating over $10 million in annual revenue [2] - Companies that expanded into existing business areas reported above-average growth, with 72% of those leveraging unrealized assets seeing success [3] Group 2: Role of AI and Corporate Culture - AI is instrumental in quickly building and scaling new ventures, helping companies identify unmet needs and develop business models [4] - A culture that encourages innovation and experimentation contributes to successful venture building, with over two-thirds of successful companies fostering such an environment [5] Group 3: Customer Success and Financial Performance - Companies emphasizing customer success alongside net revenue retention tend to perform better, with market leaders referencing these metrics 50% more often [6][19] - Higher net revenue retention rates indicate customer confidence in a company's value, serving as a strong financial health metric [27] Group 4: Economic Indicators and Market Trends - Inflation rose by 3% year-over-year, with consumer sentiment declining to a score of 53.6, reflecting concerns similar to those during high inflation periods [9] - The ongoing government shutdown may suppress Q4 GDP growth by up to 0.5%, with potential impacts on economic conditions [10] Group 5: Job Market and Corporate Changes - Amazon announced layoffs of 14,000 corporate staff, citing the need for efficiency and leaner operations due to AI advancements [14] - UPS has reduced its workforce by approximately 48,000 positions this year, combining layoffs and buyouts, which positively impacted its stock price [16]

Core Insights - Customer success has emerged as a vital strategy for sustaining growth and maintaining investor confidence in a volatile economy [3] - Mentions of Net Revenue Retention (NRR) and customer success in earnings calls increased by 38% and 11% respectively in 2023, with a continuing upward trend expected in 2024 [3] Industry Trends - Traditionally associated with software-as-a-service (SaaS) companies, customer success is now being recognized by non-SaaS organizations, with 18% of customer success mentions and 15% of NRR mentions coming from these firms [4] - The CEO of 10x Genomics highlighted the company's strong focus on customer success during multiple earnings calls, indicating a broader industry shift [4] Performance Analysis - Certinia's study analyzed over 4,000 quarterly earnings reports from more than 430 public services firms from January 2022 to June 2025 [5] - Among the top 100 highest-performing quarters, 22% of firms referenced customer success or NRR, compared to an overall average of 15%, with top-performing companies attributing NRR positively 70% of the time [5] Investor Sentiment - There is a strong correlation between customer success strategies and stock price increases following quarterly earnings results, with companies prioritizing these strategies more likely to experience significant post-earnings stock price bumps [7] - Investors are increasingly recognizing and rewarding companies that focus on customer success, as noted by industry experts [7]

Financial Data and Key Metrics Changes - In Q1 2025, GAAP revenue increased by 3.2% year over year, while on a pro forma basis, revenue grew by 7.4% year over year [7][17] - Adjusted EBITDA was $44.9 million, representing a margin of 31.6%, with a year-over-year margin expansion of nearly 360 basis points [8][18] - Total payment volume (TPV) for Q1 was approximately $12.7 billion, reflecting nearly 9% year-over-year growth [16] Business Line Data and Key Metrics Changes - Subscription and transaction revenue grew by 8.1% year over year, with adjusted gross profit of $111.1 million, resulting in an adjusted gross margin of 78.1% [10][19] - EverPro and EverHealth verticals accounted for 95% of consolidated revenue, with significant growth opportunities identified in payment integrations and additional product offerings [9][27] Market Data and Key Metrics Changes - The company reported a net revenue retention (NRR) of 97% over the trailing twelve months, indicating strong customer loyalty and revenue stability [15] - Approximately 240,000 customers were enabled for more than one solution, reflecting a 20% year-over-year growth [13] Company Strategy and Development Direction - The company is focusing on integrating AI capabilities into its products to enhance innovation and operational efficiency [11] - Strategic investments are being made in payment platforms to drive adoption and revenue growth, with a focus on optimizing go-to-market strategies [16][36] Management's Comments on Operating Environment and Future Outlook - Management expressed confidence in the resilience of their end markets, noting no significant degradation in key metrics despite macroeconomic volatility [31][33] - Guidance for Q2 2025 remains unchanged, with expected total revenue between $144.5 million and $147.5 million, and adjusted EBITDA between $39.5 million and $41.5 million [22] Other Important Information - The Board of Directors approved a $50 million increase to the share repurchase program, extending the authorization to year-end 2026 [8][21] - The company generated significant free cash flow, with cash flow from operations for the quarter at $30.7 million, more than double the previous year [20] Q&A Session Summary Question: How has prioritizing payment attachment at the point of sale impacted sales teams? - Management noted positive results in Q1, with increased payment attachment seen with new customers, and emphasized ongoing efforts to integrate payment selling into SaaS workflows [24][26] Question: What are the biggest upsell opportunities within EverPro, EverHealth, and EverWell? - Management highlighted payments as the largest growth opportunity, along with additional product integrations to enhance customer experience and value [27][28] Question: Any changes in pipeline activity or net expansion metrics due to macroeconomic factors? - Management reported no degradation in key metrics and stated that business operations remain stable despite macroeconomic concerns [31][32] Question: Is there potential tariff exposure on the EverPro side of the business? - Management indicated that most of the EverPro business is break-fix, suggesting limited direct exposure to tariffs, although some supply costs may be affected [40] Question: Any surprises or areas of improvement identified in the EverPro business? - Management expressed optimism about growth opportunities in payments and cross-selling other products, emphasizing the potential for significant improvements [42]