Sprinklr, Inc. 2027 Q2 Earnings Call

Thank you, operator, and welcome everyone to Sprinklr's second quarter fiscal year 2027 financial results call. Joining us today are Rory Read, Sprinklr's President and CEO, and Anthony Coletta, Sprinklr's Chief Financial Officer. We issued our earnings release a short time ago, filed the related Form 8-K with the SEC, and we have made them available on the investor relations section of our website, along with the supplementary investor presentation. Please note that on today's call, management will refer to certain non-GAAP financial measures. While the company believes these non-GAAP financial measures provide useful information for investors, the presentation of this information is not intended to be considered in isolation or as a substitute for financial information presented in accordance with GAAP. You are directed to our press release and supplementary investor presentation for a reconciliation of such measures to GAAP.

In addition, during today's call, we will be making some forward-looking statements about the business and about the financial results of Sprinklr that involve many assumptions, risks, and uncertainties, including our guidance for the third fiscal quarter and full fiscal year of 2027, the impact of our corporate strategies, the benefits of our platform, and our market opportunity. Our actual results might differ materially from such forward-looking statements. Any forward-looking statements that we make on this call are based on our beliefs and assumptions as of today, and we disclaim any obligation to update them. For more details on the risks associated with these forward-looking statements, please refer to our filings with the SEC, also posted on our website. With that, I will now turn it over to Rory.

Thank you, Eric, and hello everyone. It is great to be with you today. In the second quarter, total revenue was $213.7 million, up 1% year-over-year, and subscription revenue grew 3% to $194.8 million. We delivered $31.3 million in non-GAAP operating income, representing a 15% non-GAAP operating margin. I want to thank our global teams, customers, and partners for their trust and ongoing support. We continued to strengthen our leadership during the quarter with the addition of Thomas Addis as our Chief Revenue Officer, and just recently, we added Jordi Ribas to our board of directors. Tom brings a proven track record of driving growth, scaling customer-centric organizations, and building high-performance global sales teams. Jordi is a recognized product engineering and AI leader with decades of experience at Microsoft, where he serves as President of Search and AI.

We are excited to welcome Tom and Jordi to Sprinklr, and we look forward to their many contributions. In the second quarter, we continued building a stronger, more customer-centric company. At the midpoint of the fiscal year, our transformation remains on track. We remain firmly in the transition and execution phase of this process, strengthening a foundation needed to drive durable long-term growth. The business continued to show signs of improvement during the quarter, and compared to the first half of last year, we are operating from a significantly stronger position across several key areas. Our bear hugging mindset and commitment to innovation are resonating with our customers, driving deeper engagement and reinforcing confidence in our strategy. NAR grew more than 50% year-over-year, and our enterprise momentum remains solid with four $1 million-plus ARR deals closed during the quarter.

Renewal rates improved, and completed sales transactions for the quarter increased 30% year-over-year. Together, these results reflect stronger execution, healthy demand, and the value customers are realizing from our AI-native platform. While we delivered solid results, we recognize that our professional service and support organization requires greater focus. Optimizing our partner ecosystem and enhancing profitability within the service business are important priorities as we continue our transformation. To accelerate these efforts, I will lead our services organization on an interim basis. We believe with this direct oversight will enable faster decision-making, stronger execution, and more rapid implementation of the changes needed to improve performance over the coming quarters. Our efforts will focus on three key areas. First, we will improve the utilization of partners and enhance the economics of customer implementations.

Second, we will expand the use of our AI across our service delivery model to drive greater efficiency and scalability. Third, we will increase managed service attach rates where our data consistently shows stronger platform adoption, greater customer value realization, and higher renewal rates for customers that leverage our managed services. We believe these actions will help create a stronger foundation for growth and customer success. With that, let me turn to another key driver of our long-term growth strategy, our technology and product innovation. Sprinklr's differentiation starts with our AI-native unified platform, which helps the world's most iconic brands transform customer intelligence into business outcomes at enterprise scale. This quarter, Gartner recognized Sprinklr as a leader in the 2026 Magic Quadrant for social media management and listening, positioning us at the highest for the ability to execute and furthest for the completeness of vision.

We believe this recognition validates both our strategic vision and our continued innovation leadership. Underpinning this innovation is a highly scalable enterprise-grade platform that ingests over 180 billion customer conversations annually and delivers the performance and reliability that global enterprises depend on. As AI reshapes customer experiences, enterprises are increasingly seeking solutions that combine trusted data, domain expertise, and intelligent automation to drive measurable business outcomes. With more than 200 AI engagements underway across our customer set, our agentic AI capabilities are helping our customers improve productivity, enhance customer experiences, and accelerate results. We believe our unified platform, proprietary customer intelligence, and deep enterprise expertise position Sprinklr to be a leader in the next generation of AI-powered customer experience. Here are a few customer examples that demonstrate how we are delivering results and winning in the marketplace.

Following the largest deal in Sprinklr's history in the first quarter, which included significant CCaaS and platform components, our first customer story highlights an expanded partnership with one of the world's largest sports betting and gaming companies. We recently signed a five-year strategic agreement with this customer valued at well over $20 million. This partnership will extend our platform across more than 35 global brands, supporting 1,500 contact center agents and 2,500 users worldwide. The customer selected Sprinklr to simplify its technology landscape by consolidating multiple vendors into a single AI-native platform. By unifying CCaaS, social engagement, and insights, Sprinklr will help improve operational efficiency, strengthen governance, and enable greater customer understanding at scale across this global set of operations. Our second story is a $4 million TCV expansion with a leading financial software and services company.

What began as a departmental deployment has evolved into an enterprise-wide partnership spanning five brands and eight business units. To simplify its technology stack and improve customer experiences, this customer consolidated three vendors and six contracts into Sprinklr's AI-native platform. By unifying social listening, publishing, customer care, and customer insights, the company gained greater efficiency, deeper insights, and faster responses across the entire enterprise. These two wins highlight a trend we're seeing across large enterprises. Customers are increasingly moving away from disconnected point solutions towards enterprise platforms with deep AI capabilities that can reduce complexity, lower cost, and drive measurable business outcomes. We believe Sprinklr is uniquely positioned to capitalize on this trend. In closing, at the midpoint of the fiscal year, we remain on track to build a stronger, more customer-centric company.

We have now achieved three consecutive quarters of improved execution, which is driving GNAR growth, higher renewal rates, and stronger customer sentiment. Our bear hugging efforts and the innovation capabilities of our AI-native platform are resonating with customers and reinforcing that our strategy is working. While we're making progress, there is more work to do. Executing well in Q3 and Q4 and building upon the recent momentum is the key next step for us to enter the acceleration phase of our strategy in FY 2028. With that, I'll turn it over to Anthony for the financials.

Anthony? Thank you, Ori, and good morning, everyone.

First, I want to recognize the commitment and passion for customer success of our teams across the company. I also want to extend a warm welcome to Thomas Addis, who recently started as new chief revenue officer and member of our leadership team. This quarter marks another key milestone in our transformation journey. We continue to execute against our roadmap and strengthen the business. While there is still work to do, our momentum is building, and we are moving steadily toward our goals. Now let me turn to our financial performance. In Q2, total revenue was $213.7 million, up 1% versus prior year, with an increase in subscription being offset by services. Subscription revenue was $194.8 million, up 3% year-over-year. We saw a balanced performance across our key markets, underpinned by the continued growth of NOW and quality logos.

Professional services revenue came in at $18.9 million. This was lower than anticipated due to some softness in managed services. Our subscription revenue-based net dollar expansion rate in the second quarter was 102%. Net dollar expansion rate for the $1 million cohort was 112% in Q2, which we view as a relevant measure of increased share of wallet. Net dollar expansion from this customer cohort stayed north of 110% for the fifth consecutive quarter. More relevant to how we are transforming the business is our bear hug focus that continues to yield dividends. We believe this will continue to solidify our baseline and contribution from the top-tier customer base over time. Renewal rates came in exactly as planned and keep showing improvement year over year. Furthermore, the average contract duration continues to increase. We like to see this trend as it can compound over time.