Financial Data and Key Metrics Changes - Q1 revenue grew 18% year over year in constant currency and 16% on an as-reported basis [7][26] - Subscription revenue increased by 16% year over year, while services and other revenue rose by 13% on an as-reported basis [26] - Domestic revenue grew 16% year over year, and international revenue growth was 19% in constant currency and 15% as reported, representing 47% of total revenue [26] - Average subscription revenue per customer was $11,000 in Q1, down 2% year over year in constant currency and 4% on an as-reported basis [27] - Net revenue retention was 102% in Q1, down two points sequentially as expected [28] - Q1 operating margin was 14%, down one point compared to the year-ago period [28] - Net income was $96 million in Q1 or $1.78 per fully diluted share [29] Business Line Data and Key Metrics Changes - Total customers grew by 19% to over 258,000 globally, with over 10,000 net customer additions in the quarter [8][27] - Large deal growth was strong, up 23% year over year, with significant momentum among the installed base [9] - Free to start conversion improved year over year, driven by better onboarding and product improvements [10] Market Data and Key Metrics Changes - The macro environment remains uncertain, with a heightened focus on value from customers [12][30] - The company is seeing strong demand across all segments, with no significant changes in demand patterns by industry or geography [51] Company Strategy and Development Direction - The company is focusing on AI adoption and has embedded AI across all hubs, aiming to create a unified customer platform [7][14] - The board has authorized a share repurchase program of up to $500 million, signaling confidence in the business and growth opportunities [8][29] - The strategy includes expanding customer agent capabilities and enhancing multi-agent orchestration [22][24] Management's Comments on Operating Environment and Future Outlook - Management acknowledges ongoing macroeconomic uncertainty but emphasizes the company's resilience and ability to deliver value [12][30] - The company expects net additions to moderate to roughly 9,000 and average subscription revenue per customer growth to be approximately flat in the coming quarters [27] - For the full year of 2025, total as-reported revenue is expected to be in the range of $3.036 billion to $3.044 billion, up 16% year over year [32] Other Important Information - The company has launched over 200 new features at its Spring Spotlight event, focusing on AI integration and customer journey enhancements [21][22] - The company is expanding its customer agent capabilities beyond the Service Hub to all Pro and Enterprise customers [20][81] Q&A Session Summary Question: Update on Agent.ai and multi-agent orchestration - Management discussed the progress of Agent.ai and the use of model context protocol for agent communication across hubs [38][40] Question: Contextualizing revised guidance and margin impact from M&A - Management explained the guidance reflects macro uncertainty and highlighted that the impact of M&A on operating profit is minimal [44][48] Question: Customer segments and hesitance in spending - Management noted that there have been no significant changes in demand patterns across segments, emphasizing the platform's essential role for customers [51][52] Question: Pricing for AI solutions and customer adoption - Management detailed the credit-based pricing model for customer agents, aiming to provide predictability and control over spending for customers [70][72] Question: Stability of gross retention and net revenue retention trends - Management confirmed strong momentum from the seat-based pricing model change, with consistent seat upgrade trends [76][78] Question: Expansion of Customer Agent beyond Service Hub - Management expressed confidence in the success of Customer Agent, noting its use across various customer interactions beyond post-sales support [81][84]

Financial Data and Key Metrics Changes - Q1 revenue grew 18% year over year in constant currency and 16% on an as-reported basis [5][23] - Subscription revenue increased by 16% year over year, while services and other revenue rose by 13% on an as-reported basis [23] - Domestic revenue grew 16% year over year, and international revenue growth was 19% in constant currency and 15% as reported, representing 47% of total revenue [24] - Average subscription revenue per customer was $11,000 in Q1, down 2% year over year in constant currency and 4% on an as-reported basis [24] - Net revenue retention was 102% in Q1, down two points sequentially as expected [25] - Q1 operating margin was 14%, down one point compared to the year-ago period [26] - Net income was $96 million in Q1 or $1.78 per fully diluted share [27] - Free cash flow was $122 million or 17% of revenue in Q1 [27] Business Line Data and Key Metrics Changes - Total customers grew by 19% to over 258,000 globally, with over 10,000 net customer additions in the quarter [6][24] - Large deal growth was strong, up 23% year over year, with significant momentum among the installed base [7] - Free to start conversion improved year over year, driven by better onboarding and product improvements [8] Market Data and Key Metrics Changes - International revenue growth was 19% in constant currency, indicating strong performance in global markets [24] - The company noted a heightened focus on value among customers due to macroeconomic uncertainty [10][29] Company Strategy and Development Direction - The company is focusing on AI adoption and has embedded AI across all hubs, aiming to create a unified customer platform [11][12] - The strategy includes launching new features and enhancing existing ones to drive upmarket scalability and customer engagement [19][21] - The company has authorized a share repurchase program of up to $500 million, reflecting confidence in long-term growth opportunities [6][27] Management's Comments on Operating Environment and Future Outlook - Management acknowledged ongoing macroeconomic uncertainty but noted that business trends have not shifted dramatically [10][29] - The company expects net additions to moderate to roughly 9,000 in the coming quarters, with average subscription revenue per customer growth expected to be flat [24][29] - For the full year of 2025, total as-reported revenue is expected to be in the range of $3,036 million to $3,044 million, up 16% year over year [30] Other Important Information - The company has introduced a credit-based pricing model for AI solutions, allowing customers to start using features without additional costs [17][69] - The company is expanding its customer agent capabilities beyond the Service Hub, indicating strong early adoption and success [81] Q&A Session Summary Question: Update on Agent.ai and multi-agent orchestration - Management discussed the progress of Agent.ai and the use of model context protocol for agent communication across hubs [36][39] Question: Contextualizing revised guidance and margin impacts - Management explained that the revised guidance reflects increased macro uncertainty and that the impact of M&A on operating profit is minimal [42][48] Question: Customer segments and verticals showing hesitance - Management noted that they have not seen significant changes in demand patterns across industries, maintaining a broad and resilient customer base [49][50] Question: Share gain momentum in the mid-market - Management highlighted that they are seeing momentum across all segments, with a clear value proposition for mid-market and upmarket customers [56][58] Question: Differences in AI adoption between market segments - Management indicated that the sales pipeline remains healthy across all segments, with no significant changes in pipeline quality or velocity [60][62] Question: Pricing for AI solutions and customer adoption - Management clarified that the credit-based system is designed to provide predictability and control over spending for customers [66][69] Question: Stability of gross retention and net revenue retention - Management confirmed strong momentum from the seat-based pricing model change, with consistent seat upgrade trends [74][76] Question: Success of Customer Agent expansion - Management expressed confidence in the early success of Customer Agent, noting its use beyond post-sales support [80][82]