Q3 2025 Sprinklr Inc Earnings Call

Greetings and welcome to the Sprinkler Q3 Fiscal Year 2025 Earnings Call.

Speaker Change: At this time, all participants are in a listen-only mode. A question and answer session will follow the formal presentation. If you require operator assistance during the conference, please press star zero on your telephone keypad. As a reminder, this conference is being recorded. It is now my pleasure to introduce you to your host, Eric Scro, VP Finance. Thank you, Eric. You may begin.

Eric Scro: Thank you, Alicia, and welcome, everyone, to Sprinkler's third quarter fiscal year 2025 financial results call. Joining us today are Rory Reid, Sprinkler's president and CEO, and Manish Sarin, chief financial officer.

Eric Scro: We issued our earnings release a short time ago, filed the related Form 8K with the SEC, and we've made them available on the Investor Relations section of our website, along with the supplementary investor presentation.

Eric Scro: Please note that on today's call, management will refer to certain non-GAAP financial measures.

Eric Scro: 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 a nice elation, or as a substitute for financial information presented in accordance with GAP.

Eric Scro: You are directed to our press release and supplementary investor presentation for a reconciliation of such measures to GAAP.

Eric Scro: the benefits of our platform and our market opportunity. Our actual results might differ materially from such forward-looking statements.

Eric Scro: 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.

Speaker Change: 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, including Sprinkler's quarterly report on Form 10-Q for the quarter ended October 31st, 2024. With that, I'll now turn it over to Rory.

Eric Scro: Thank you, Eric, and hello everyone. It's nice to be with you today. I'd like to start by providing a few 3Q financial highlights before covering some of my thoughts on the business.

Speaker Change: 3Q total revenue grew 8% year-over-year to $200.7 million, and subscription revenue grew 6% year-over-year to $180.6 million.

Speaker Change: We generated $23.3 million in non-GAAP operating income, which resulted in a 12% non-GAAP operating margin for the quarter.

Speaker Change: I wanted to thank Sprinklr team members around the globe and our customers and partners for trusting us to help them solve some of their most important business needs.

Speaker Change: Manish will provide further financial details in his remarks a little bit later.

Speaker Change: Given that this is our first earnings call following my appointment as president and CEO,

Speaker Change: I would like to share some observations based on my initial 30 days here at Sprinklr.

Speaker Change: First, I'm delighted to join the sprinkler team at this important time in our journey. I'd also like to thank Ragy and the board for this opportunity.

Speaker Change: I have long admired what Sprinklr has built and I chose to join the Sprinklr team because of the powerful combination of industry-leading technology, an incredible roster of customers and partners, and a passionate team focused on helping those customers to win.

Speaker Change: We also operate in very attractive markets with a large TAM and a strong product market fit.

Speaker Change: I have spent four decades building and transforming global technology companies to improve operational efficiency, accelerate innovation, and drive durable, profitable growth.

Speaker Change: I intend to do the same together with our team here at Sprinklr.

Speaker Change: Since joining Sprinklr last month, I've spent a lot of time listening and learning about where we are today and what we need to do differently moving forward. I have spoken to hundreds of team members around the world along with dozens of customers and business partners.

Speaker Change: What I know for certain is that we have significant strengths to build upon. We also have challenges to address, and we intend to address them.

Speaker Change: We believe the attributes of our platform allow us to uniquely empower our customers to better understand, engage, and serve their customers by delivering unified experiences.

Speaker Change: Our customers are leveraging our platform to solve some of their most important business challenges.

Speaker Change: We believe the next generation of unified customer experience management leads to a 360 degree immersive customer engagement.

Speaker Change: Across multiple vectors of experiences, including discovery, conversational commerce, support, and service.

Speaker Change: We have grown our customer base to well over 1,800 customers today, of which nearly 150 are million-dollar-plus customers.

Speaker Change: This demonstrates that when we execute well, our customers find true value in using our platform across all our product suites.

Speaker Change: This gives us confidence that Sprinklr can be the ultimate disruptor in changing the way customer experience is delivered within every industry across the globe.

Speaker Change: Our objective is to deliver durable, profitable, and efficient growth. However, as we have discussed on previous calls, the transformation we are navigating will take some time.

Speaker Change: We are confident in our ambidextrous strategy to re-energize and grow our sprinkler core while hardening and expanding sprinkler service, thus enabling our customers to realize the full value of our platform.

Speaker Change: As I have acknowledged, there are still challenges ahead as we strengthen our teams, refine our processes and tackle the operational debt that has hindered us over the past year.

Speaker Change: Challenges we are working to address include re-energizing our growth engine while reducing churn.

Speaker Change: Simplifying and focusing our offerings so we can consistently implement and deliver outstanding customer experiences to more customers around the world.

Speaker Change: Tailoring and streamlining our go-to-market structure to focus on expanding our roster of world-leading organizations.

Speaker Change: Financially, our overarching goal is to become a Rule of 40 company. Today, we're operating below 20% on the Rule of 40. This is simply not acceptable.

Speaker Change: We intend to reach this goal through a combination of faster top-line growth and substantial operating margin expansion.

Speaker Change: We intend to drive material progress on margins by approving our efficiency, reducing our cost base, and strategically investing for growth.

Speaker Change: Our sales and marketing efficiency needs to improve. We intend to be more targeted with our R&D projects and will continue to work to tighten on the G&A side as well.

Speaker Change: We will aim to rebalance investments and resources to areas where we have a competitive advantage and where we have a disproportional ability to win.

Speaker Change: We will cover the details of these actions when we provide a more comprehensive operational plan and our official financial guidance for FY26 on our 4Q earnings call, which is expected to be scheduled in late March.

In closing, I'm excited about the opportunity ahead for Sprinklr.

Speaker Change: We are a leader in a large and growing market that is helping to define how enterprises engage with their customers in an AI digital first world. Our unified AI powered platform provides a differentiated value proposition for the world's most iconic and leading brands.

Speaker Change: I believe we can support faster, long-term, durable growth with improved margin expansion.

Speaker Change: Of course, it will take some time to develop and execute our go-forward strategy, but we are committed to being open and transparent so you can understand the progress we are making before it is realized in our financials.

Speaker Change: I look forward to meeting and speaking with many of you in the weeks and months ahead. Now I'd like to turn the call over to Manish, so we can go through the numbers in more detail. Manish?

Manish Sarin: Thank you Rory and good afternoon everyone. For the third quarter total revenue was 200.7 million up 8% year-over-year.

Manish Sarin: Subscription revenue came in at $180.6 million, up 6% year-over-year. The outperformance in subscription revenue was partly driven by an approximately $1 million benefit from better linearity with new business booked earlier in the quarter.

Manish Sarin: Professional services revenue for the third quarter came in at $20.1 million and was driven by more projects completed in the quarter for sprinkler service coupled with a higher renewal rate for recurring services.

Manish Sarin: Our subscription revenue-based net dollar expansion rate in the third quarter was 107%.

Manish Sarin: At the end of the third quarter, we had 147 customers contributing $1 million or more in subscription revenue over the preceding 12 months, which is a 20% increase year-over-year.

Manish Sarin: We believe our continued success in winning and growing seven-figure customers is a testament to the value of the platform we deliver for our customers.

Manish Sarin: These are some of the leading enterprises in the world and will be a targeted focus of ours with the changes we are making in our go-to-market efforts.

Manish Sarin: Regarding gross margins for the third quarter, on a non-GAAP basis, our subscription gross margin was 80% and professional services gross margin was negative 8%, resulting in a total non-GAAP gross margin of 72%.

Manish Sarin: As noted on previous calls, we are experiencing higher data and hosting cost as we launch new cloud environments in response to new business opportunities.

Manish Sarin: We acknowledge professional services margins are not acceptable at this level and we are working to address this as part of our overall work on becoming more efficient. We will share more details on gross margins on our Q4 call in March of next year.

Manish Sarin: Turning to profitability for the quarter, non-GAAP operating income was $23.3 million or a 12% margin, which drove non-GAAP net income of $0.10 per diluted share.

Manish Sarin: Included in this non-GAAP operating income is a 1.3 million dollar credit loss charge.

Manish Sarin: Like the charge we booked in Q2, this charge was booked to the G&A expense line and is composed of both a specific reserve against specific accounts and a general credit loss reserve.

Manish Sarin: Excluding this charge would have resulted in non-GAAP operating income of $24.6 million. This charge had no effect on free cash flow for the quarter.

Manish Sarin: This cash flow generation contributed to our healthy balance sheet, which now stands at $477 million in cash and marketable securities, with no debt outstanding.

Manish Sarin: Calculated billings for the third quarter were $147.9 million, a decrease of 8% year-over-year. As you may recall from previous years, Q3 is our smallest billings quarter of the year.

Manish Sarin: As of October 31st, 2024, total remaining performance obligations, or RPO, which represents revenue from committed customer contracts that has not yet been recognized, was $906.3 million, up 17%, compared to the same period last year.

Manish Sarin: and current RPO or CRPO was 545.6 million up 11% year-over-year.

Manish Sarin: Q3 typically has a seasonal sequential decline in CRPO, which we had called out in the Q2 earnings call. We expect CRPO to grow again in Q4, as is our typical seasonal trend.

Moving now to Q4 and full year FY25

Manish Sarin: For Q4, we expect total revenue to be in the range of $200 million to $201 million, representing 3% growth year-over-year at the midpoint.

Manish Sarin: Within this, we expect subscription revenue to be in the range of $180 million to $181 million, representing 2% growth year-over-year at the midpoint.

Manish Sarin: The Q4 guide also implies $20 million in professional services revenue, essentially flat with Q3 professional services revenue.

Manish Sarin: As we have signaled on prior earnings calls, we continue to invest in sprinkler service delivery capabilities given the growth opportunities available to us in that market.

Manish Sarin: As such, we expect professional services gross margins to remain in the negative low single digits for Q4.

Manish Sarin: We expect non-GAAP operating income to be in the range of $17.5 million to $18.5 million, resulting in non-GAAP net income per diluted share of approximately $0.07, assuming 265 million diluted weighted average shares outstanding.

Manish Sarin: The decline in non-GAAP operating income from the previously implied Q4 guide can be attributed to an increase in total revenue of $4 million netted against an increase in costs of $12 million comprising the following items.

Manish Sarin: First, approximately $4 million in signing bonus and recruiting fees related to the hiring of our new CEO.

Manish Sarin: Second, approximately four and a half million in additional consulting fees and partner delivery costs.

Manish Sarin: Third, approximately $2 million in targeted retention bonuses, and lastly, fourth,

Manish Sarin: Approximately one and a half million in incremental data cost mainly driven by the successful renewal of our current agreement with X, formerly known as Twitter.

Manish Sarin: We now expect subscription revenue of $715.9 million to $716.9 million, representing 7% growth year-over-year at the midpoint.

Manish Sarin: And we expect total revenue to be in the range of $793.9 million to $794.9 million representing 8% growth year-over-year at the midpoint.

Manish Sarin: Note that we have also increased our estimate for four-year professional services revenue from $74.5 million to $78 million.

Manish Sarin: For the full year FY25, we estimate our non-GAAP operating income to be in the range of $76.4 million to $77.4 million.

Manish Sarin: equating to non-GAAP net income per diluted share of $0.31 to $0.32, assuming $275 million diluted, weighted, average shares outstanding.

Manish Sarin: This implies a 10% non-GAAP operating margin at the midpoint without adjusting for the credit loss charges taken in Q1, Q2, and Q3.

Manish Sarin: As a reminder, on our Q2 earnings call, we had bridged from the prior FY25 non-GAAP operating income guide at the midpoint of $104.5 million to a midpoint of $81 million.

Manish Sarin: The current FY25 Guide at the Midpoint of $76.9 million can be bridged to the prior $81 million largely through an increase of $8.4 million in total revenue for the year, netted against an increase of $12 million in cost as outlined earlier.

Manish Sarin: In deriving the non-GAAP net income per share for modeling purposes, we estimate $24 million in other income for the full year, with $4.5 million of that to be earned here in Q4.

This other income line primarily consists of interest income.

Manish Sarin: Furthermore, a $14 million total tax provision for the full year FY25 needs to be added to the non-GAAP operating income ranges provided.

Manish Sarin: We estimate a tax provision of $4 million here in Q4.

Manish Sarin: We expect to be GAP, Net Income Positive for the full year FY25, consistent with our comments on the past few earnings calls.

Manish Sarin: With respect to billings and consistent with the trends from the last few years, we expect a billings reacceleration in the fourth quarter with total billings of approximately 294 million in Q4.

This would imply a billings growth rate of 9% year-over-year.

Manish Sarin: With this as the Q4 Billings Estimate, FY25 Billings are estimated to be approximately $826.5 million, implying a 6% growth rate year-over-year and slightly shy of the subscription growth rate for the full year.

Manish Sarin: We have generated $57.6 million of free cash flow in the first three quarters of the year. Given the level of billings in Q3, we estimate free cash flow to range from negative $5 million to break even for Q4.

Manish Sarin: Given the recent leadership changes, we will not be commenting on FY 26 today, but as Rory noted, we will provide a more detailed financial outlook and operating plan on our Q4 earnings call, which we expect to schedule in late March.

Manish Sarin: Lastly, I would like to thank all our employees for their dedication and passion for what we are building at Sprinkler, and I'm grateful for the confidence that our customers have placed in us.

And with that, let's open it up for questions. Operator?

Speaker Change: Thank you. We will now be conducting a Q&A session. If you would like to ask a question, please press star 1 on your telephone keypad. A confirmation tone will indicate your line is in the question queue.

Speaker Change: You may press star 2 if you would like to remove your question from the queue.

Speaker Change: For participants using speaker equipment, it may be necessary to pick up your handset before pressing the star keys.

Speaker Change: Thank you. Our first question comes from the line of Arjun Bhatia with William Blair. Please proceed.

Speaker Change: Yes, perfect. Thank you and welcome, Rory. Maybe first one, I want to kick it off with you. I think, you know, before you came in, there was this debate on Sprinklr about, you know, whether you go down further into the CCAS realm or you go and double down into the core social and customer experience.

Speaker Change: solution that is kind of the roots of Sprinklr. So I appreciate it's still early and you're still maybe formulating your views, but what is your perspective thus far on kind of the future of the business?

Speaker Change: and the direction that Sprinklr should go weighing these two kind of priorities, both from a product market and a go-to-market perspective between CCAS and CoreSocial.

Speaker Change: Yeah, thank you, Arjun. That's a great question. I think in the prepared remarks, I shared kind of my view on this one. I think when I look at our amazing customer roster and the results that we put up with them,

Speaker Change: You know, we have a large number of customers, almost 150 that are over $1 million of revenue each. And then we have another group that are over between $10 and $20 million.

Speaker Change: They see this amazing opportunity to take advantage of this AI-based technology.

Unified Customer Experience platform across all suites of the offering.

Speaker Change: You know, the 20% is just not acceptable. Under 20%, that's nowhere to be.

Speaker Change: We're going to address that by driving long-term, durable, profitable growth. We're going to get it on the bottom through a better efficiency and by lower cost and making sure we're targeting the areas that make the most sense.

Speaker Change: You know, and then on the top line, it's really this

ambidextrous strategy.

Speaker Change: being able to re-energize and grow our core. It's our bread and butter. This has been a bit neglected over the past couple of years. You're gonna see a refocus here. We have new products that you're gonna see be introduced.

in early FY26.

Speaker Change: You're going to see incentives driven into our go-to-market. You're going to see a rebalancing of our product skills to make sure that we're leading and winning in this space. Because it's also an excellent way to enter into many of these customers as we grow them from hundreds of thousands to a million and then to ten million dollar accounts.

Speaker Change: Then, on the other hand, on the other part of this ambidextrous strategy, is to harden and expand our services offering. In this care space, it's really this...

Speaker Change: that you can knit this offering across the platform and create almost a 360 degree relationship with your customer. And when we see that in its full force, and these are some of the toughest, most iconic brands in the world and I've been...

Selling and supporting those customers for

Speaker Change: over 40 years in the tech space. These are not easy customers, but they like what we have to offer in that complete offering across all suites. So it's clearly an ambidextrous strategy, re-energize and grow the core.

Speaker Change: Harden and expand the service offering and just look at our customer results you'll see that when we get it right we win.

Thank you. Bye.

Thank you.

Speaker Change: Thank you. That's helpful, Keller. And maybe a follow-up for Manish on the financials.

Speaker Change: I'm trying to triangulate the growth rate and kind of how we should think about the business fully appreciating, you know, maybe there's some some changes to strategy and execution coming. But if I look at kind of the three key metrics between.

Speaker Change: Subscription Revenue, Billings, and CRPO, they're all at various different growth rates. Can you maybe just help us understand the differences in those metrics for

Speaker Change: So we're thinking about the business going forward here over the next couple quarters. What should we look at as a kind of a leading indicator of what growth might be here?

Speaker Change: Yeah, thanks, Arjun. So you're really looking at outside of the FY25 guide, because for FY25 you've said, you know, subscription ought to gross

Speaker Change: Give or take 7% for the year. You are trying to triangulate between that and Billings growth and CRPO growth It that's what you're trying to get right? Yeah, right from a more forward-looking perspective beyond fiscal 25

Speaker Change: Yeah, and I think we've said clearly in the past that Billings is not a good metric for us. As you'd recall, we have a...

Speaker Change: You know, a lot of customers that are either on quarterly or semi-annual billings, that isn't a very good leading indicator for us.

RPO and CRPO tend to be much stronger indicators.

Speaker Change: which is, I think, part of the reason we sort of go down the route of giving growth rates for each one of them.

Speaker Change: And I think I would just maybe look at those for the time being and quite honestly, I think we will do a much thorough look at what the plan looks like for next year and be a lot more transparent in the March call.

Okay, perfect. Appreciate it. Thank you both.

Thanks, Arjun.

Speaker Change: Thank you. Our next question comes from the line of P. JoLynn Borah with J.P. Morgan. Please proceed.

Speaker Change: Oh, great. Thank you for taking the questions, Rory. Good to meet you virtually.

Speaker Change: Obviously Sprinkler has put in motion a lot of change on the sales side and the renewal side.

Speaker Change: Could you maybe talk about what portion of the changes that are already rolled out in the last couple of quarters are kind of starting to take hold? And as, Rory, as you walk in, are there specific areas that you think might need incremental changes? Just trying to understand how long...

Speaker Change: it might take for the kind of turnaround story to play out.

Speaker Change: Yeah, thanks, JP. That's a great question. You know, these, having gone through many of these transformations and many of my other roles that I've taken on over the years, you know, they generally take, you know, that

Speaker Change: 18 month kind of time period for it to really take hold across it.

Speaker Change: 12, 18, 24 months, you're going to start to see real material progress across it, but you're going to see it starting when we discuss that plan and the actual actions we'll take between now and then in the earnings call in March.

I think it's a really, really important...

Speaker Change: A really important component that we really look at that whole picture. So, I think that's a key component to what we're doing.

I think that transition and the acceleration

Speaker Change: I'm really thankful that a lot of the work that's been done on the analytics is complete.

Speaker Change: and that we have the basis to move forward. You're going to see us focus on creating a robust coverage model as we launch FY26.

Speaker Change: In February, we're going to make sure that we have a pod structure in place across all our key accounts.

Speaker Change: Technical Success Managers, which we know are fundamentally required to drive long-term adoption of our platform. You're going to see it in terms of RAMs.

Speaker Change: Renewal account managers that will manage the account relationship and renewal activity on a 12-month period. We're not going to be in the case where we're looking at a renewal in the last month of the contract. That's just foolish.

Speaker Change: You're going to see us build out that offering, and then on the service pod, you're going to see us implement those specific changes so that our implementation teams are well structured and that we have the right technical teams in place to implement and support that customer moving forward. You're also going to see a re-energized effort around our partner ecosystem.

Speaker Change: As you know, in my 40-year career, I have been a partner channel player. I believe it's a multiplier of every company's ability to execute.

Speaker Change: There's no question having that partner ecosystem is something our customers want. It gives us reach, it multiplies our capabilities, and it just makes sense.

Speaker Change: You're going to see those actions, as well as our focus on efficiency and cost, all covered in detail in the March call. I think those will really give you an indication how we make our march on improving our Rule of 40 results, both on the top line and the bottom line.

Speaker Change: Being a Rule of Forty company under 20%, again, no place to be.

Speaker Change: And you're going to see us work to get this growth rate both in the core.

Speaker Change: and through hardening and expanding our service offering. But then on the bottom, through better efficiency, cost management, and streamlining our go-to-market. I hope that helps, JP.

Speaker Change: Thank you, yeah, that's good detail. Manish, one for you. In any way to kind of help us understand the dollar churn that you were seeing, the down sells and the renewal pressure, has that eased a bit? What are you seeing there?

Manish Sarin: I would say it's sort of largely in line with what we've shared in the past. There is

Manish Sarin: I would say there is marginal improvement but nothing that I would say

Manish Sarin: sort of makes us feel we're sort of out of the woods yet.

Manish Sarin: And I think as Rory was saying, you know, given the changes we're looking to make in the broader sort of BARD model, including the Renewal Account Managers, that is going to really come into play at the beginning of next year. And so we're going to try, we're going to see a lot more evolution of our renewal phase at that time.

So, slight improvement, but again, more work to be done.

Got it.

Thanks, J.P.

Speaker Change: Thank you. Our next question comes from the line of Elizabeth Porter with Morgan Stanley. Please proceed.

Great, thank you so much for the question.

Speaker Change: I wanted to hit on another part of the go-to-market effort, which was around the pricing and packaging. Curious if there's any updates or early learnings of what you're seeing as you're doing the pricing and packaging analysis, and what we could imagine going forward.

Speaker Change: Yeah, that's a great question, Elizabeth. I've actually spent quite a bit of time, as you know, speaking to customers and our partners.

Speaker Change: Packaging model. I think we're going to move away from this massive number of SKUs, and you're going to see us move to a concept of an idea around essential sprinkler and professional sprinkler with a series of

Speaker Change: modules that we could add to it. I think this would dramatically simplify, it would build a platform concept, and I think would be very well received by our customers, and it would be much more easy to run our billing and other analysis, but I think it positions us well. The feedback I got from customers so far,

Speaker Change: is that that's something they're definitely looking for. You should expect to see that in FY26.

Speaker Change: Any sort of color that you could provide around maybe how long the contract lasts or just any sort of risks around seeing incremental data costs come up more frequently, or how should we just think about that potential?

Speaker Change: Yeah, so thank you for the question Elizabeth. So we had a multi-year agreement in place before and we're very excited. We renewed it very successfully at terms that we thought were great, again for multiple years. So from our perspective, this is a fantastic outcome. They are a great partner of ours and we do intend to sort of continue this partnership.

Speaker Change: In terms of what it means for data costs going forward, again, not to sound like a broken record, but we can give more detail what it means for data costs for FY26 on the March call.

Speaker Change: Yeah, and Elizabeth I'd like to add just a little bit of color on this one because I looked at this one This is really important

Speaker Change: I think also as we look at data costs, we're going to expand our channel capabilities also in that core space as well. As you know, it's...

Speaker Change: fundamental for our long-term success that we re-energize and grow that core business. I think you'll see us introduce additional channels and additional capabilities and some new functionality that's going to be very significant in early FY 26.

Speaker Change: all indications that we can effectively manage the data cost and give the right kinds of data analytics to our customers that they see so valuable as they build out this unified customer engagement platform across all vectors of engagement, both discovery, you know, across discovery, conversational commerce, support, and service. So I've looked at this and I think we did a good job on the X contract.

Great, thank you so much.

Speaker Change: Thank you. Our next question comes from the line of Patrick Walrevens with Citizens JMP. Please proceed.

Speaker Change: Oh, great. Thank you. So, Rory, excited to have you here. Two questions. The first one is, in your prepared remarks, you talked about tackling operational debt and reducing churn. And I'm wondering, in your prepared remarks, you talked about tackling operational debt and reducing churn.

Speaker Change: Have you figured out the root cause of the churn? You know, so, one other company we cover used to cost, you know,

Speaker Change: You know, the price of the core product that they sell dropped by like 50% over three years. And so you got to deal with that. Another one is now competing with Microsoft head-to-head, and they're competing against bundled products where they didn't before. So is there anything like that that you've discovered which helps sort of…

explain the underlying reasons for the churn.

Speaker Change: Yeah, I appreciate that, Pat. That was kind of you to welcome me. I do appreciate that. A couple of things, I think, as I looked into churn, because this is a key item. We have no business being on the renewal rates we are at. That's something we fundamentally have to address. As I look at it, I think there's a couple of things that have driven that over the past, you know, year plus.

Speaker Change: Yeah, there's no question that as the people move past the COVID period, there was some overbuying. I think that's the case. We've seen it in a number of areas. I think the company over rotated toward the service space, particularly in the go to market area.

Speaker Change: And I think we also said the same thing in the product area. So we shifted additional product skills away from the core. I think both of those were tactical errors.

Speaker Change: I think also the understanding of the technical skills required in our service pod is very well understood. With, you know, Scott and his team coming on, we've had a lot of talent in this space in order to really streamline that efficiency.

I think you're going to see us also address

Speaker Change: the kind of incentives we're going to put in place around our quota carriers.

Speaker Change: We're going to see a very focused set of initiatives to manage the customer relationship.

Speaker Change: 12 months of the year. We're not going to go in in the last month and talk about a renewal. That's just not the way to run an enterprise software company. So I think partially it's some of the macro environment.

Speaker Change: We have a sales kickoff that month that we're going to bring all our sales leaders together and we're going to make it very clear with our incentives and how we build our coverage model and how we build our relationships to make sure that we're managing this renewal structure much more effectively.

Do I think there's some kind of inherent...

Speaker Change: competitive event that's going on? Actually, I don't. I don't. I think the demand for our products and our capability is demonstrated by some of these amazingly difficult

Tech companies that trust us

with 10 $20 million relationships across all four product suites.

Speaker Change: And when I see that work, and I've gone and visited these customers, I've spoken to them in the last month plus, I actually did some of my pre-work before I took this job.

Speaker Change: to make sure I understood that. And I think that's one of the most important points about it.

Speaker Change: But again, I think it's really this focus on the core, and you're going to see every discussion, I'm going to talk about how to be ambidextrous, to re-energize and grow that core, and at the same time harden that core.

Speaker Change: and get ready for prime time, that services space, because we want some amazing customers there, but we have to make that highly repeatable so that we can do it consistently and very much consistent with the profitability of what we see in that industry. I hope that helps, Pat.

Speaker Change: Yeah, it helps a lot. If I can ask a follow-up.

Speaker Change: I think you guys mentioned better linearity in your script, so I don't think we've really discussed the macro. Are you seeing an improvement in the macro?

Speaker Change: Does any of it post the election? I had one VC comment, you know, now that Trump is in, it's all systems go. Do you agree with that? I'd love to hear your thoughts on the macro.

Speaker Change: Yeah, I'll give you a couple of thoughts on the macro. I think from an IT spend perspective, I think we should expect, you know, mid-single digits. I don't think there's...

Speaker Change: anything gangbuster activity? I think a couple of things. There are definitely clearer signs, and when we get clarity and answers on difficult questions, like who is going to be the president in the United States, I think that gets clarity, and it gives customers and consumers the confidence to spend.

Speaker Change: But this is a global company. A lot of our revenue comes across the planet.

Speaker Change: What I'm seeing is a demand and an interest in creating a competitive advantage around unified customer experiences.

Speaker Change: I think that reflects on that they see an opportunity to create a durable, competitive advantage by linking these disparate activities together. And that's where our platform comes in. So, yeah, I'm optimistic that we have some stability in the macro.

Speaker Change: And that can change on a dime, so that doesn't change, you know, you never know what's going to happen.

But the IT spend should be in that mid-single digit.

Speaker Change: But in our space, I think there's a lot of interest and a lot of demand, and I think there's an opportunity over the next three years that we should be able to take advantage of if we execute better, and we will.

Thank you. Bye-bye.

Thank you.

Speaker Change: Our next question comes from the line of Ramo Lenchow with Barclays. Please proceed.

Speaker Change: The setup you think in terms of management, management structure that was kind of one of the moving parts in the in the past Like how do you how do we have to think about the team and maybe Manish can comment as well in terms of

Thank you.

Manish Sarin: Yeah, thank you, Ramo. And I appreciate the wish of good luck. You know, I think you're bright. I think these are basic concepts of a mature enterprise SaaS company.

Speaker Change: We have the nameplates, we have iconic and amazing customers, almost 150 that spend over a million dollars a year with us. We have success.

Speaker Change: But we've got to execute better. And by the way, I've been through many of these transformations. If you want to know what I'm going to do, go look at what I did. I mean, I've done this play and this transformation several times.

Yo, we have to be more efficient.

Speaker Change: We have to be good at execution, we have to build trust, we need to do what we say and own what we do, and we have to do that with our shareholders.

our customers, our partners, and our team members.

Speaker Change: And if you, again, if you want to see generally what I'm going to talk about in March.

Go look at the previous companies that I've worked at.

Speaker Change: It's a very straightforward, it's not complicated. We have a good product set, we have great customers, our execution's been choppy. You know, Ragy's vision is spot on, there's no question about it.

Speaker Change: But what we can do and that's why I came here is I think some of the things that I have experience at doing and where I could help.

Speaker Change: actually line up to better operational efficiency and better execution. And we're going to create an operational engine over the next one, two, three years to honor March to being a Rule of Forty company.

Speaker Change: Thank you, and good luck, as I said. Manish, if you think about, you mentioned the buildings,

Speaker Change: How do you think about that linkage of billings grow one year versus subscription grows the other year? Is there kind of still that correlation that used to happen in SAS in the past or how should we think about that? Thank you.

Manish Sarin: Yeah, thanks Remo. So first thing, if you go and look at Q3 to Q4 transitions for the last two years, you will see a very similar billing re-acceleration for the last couple of years.

Manish Sarin: It's a little bit more pronounced this year, partly because Q3 was more subdued.

Manish Sarin: And we did call this effect out in the Q2 earnings call, so people weren't surprised. And we've sort of come in exactly where we said we would. We said we'd be around 145, we're sort of at 147, very similar to what we'd said. And same for the Q4 numbers that we're saying, very similar to what we had previewed in the Q2 earnings call. So I'm not terribly concerned. It's the same pattern that has repeated over the last couple of years.

Manish Sarin: Does that make sense, Ramo? Yeah, it makes sense, yeah. Okay, perfect. Thank you. Thank you. Thank you, Ramo.

Speaker Change: Our next question comes from the line of Catherine Tribe-Nick with Rosenblatt Securities. Please proceed.

Catherine Tribe-Nick: Thank you for taking my question. During last quarter's earnings call, you talked about your sales reorganization and a focus more on several reps, maybe focused on renewals and others looking at new logos. So can you unpeel where you are on that sales organization? Thank you. Appreciate it.

Speaker Change: Yeah, thank you, Catherine, and it's great to talk to you again.

Speaker Change: You know, I think you're spot on on probing on this.

Speaker Change: The go-to-market changes that we're implementing, we want to have all in place and complete with Scott Harvey's team for the launch of FY26, which is on February 1st.

Speaker Change: We have a sales kickoff that month. We're going to bring our key sales leaders and sales makers together to get focused. And what you should think about in this model is a

Speaker Change: very mature enterprise coverage model that we're going to build at the account level. You know, I don't want to say this, but we've had account reps that have a customer in San Diego and another customer in Maine and a customer in Florida. That makes no sense and they might be in three different industries.

Speaker Change: We want to create time and patch because we know time and patch

Speaker Change: attainment to the to the objective. So you're going to see a mature enterprise coverage model.

Speaker Change: In that, you're going to see a dual pod structure, one where you're going to have the AE, the solution consultant, that's kind of the SE. You're going to see the RAMP, the Renewal Account Manager, and you're going to see the services pod be able to support with architecture, implementation, and follow-on adoption, and that dual focus has ratios that are created for the right kind of coverage, and that coverage model, like I said, will be implemented at the start of FY26.

Speaker Change: And we'll enforce that with sales and maintenance training, new product training, new marketing messages in our sales kickoff that month.

Speaker Change: So, I think that's where we're going to put the line in the sand, and we'll give you an update on that implementation. Oh, and the last thing, again, we're going to address and make sure that our incentives

Speaker Change: really drive the behavior we want. We want a dual selling motion. We want to grow core. It's a great business and it can grow substantially for many years to come. And we have a great product.

Speaker Change: And we want to grow services, especially after we harden it a bit and make it highly repeatable. That's the platform play, and we're going to create the incentives to do that. Catherine, does that help? Yes, it does. Thank you, and good luck.

Thank you. Great to talk to you again.

Speaker Change: Thank you. Our next question comes from the line of Jackson Adder with Key Bank Capital Markets. Please proceed.

Speaker Change: Thanks for taking our questions this evening. Rory, which of the required changes that you've...

Speaker Change: Pretty explicitly kind of pointed to tonight, like which of them would require net new dollars or net new investments rather than maybe shifting resources from one thing or one area to another?

Speaker Change: Yeah, so Jackson, I want to be really clear on this. I expect...

Speaker Change: effects. Our cost structure to become more efficient. And the areas that we need to invest in we'll make the investment, but our net position should be to get lower costs and better efficiency. We have to improve our operating margins.

Speaker Change: And we have to improve our growth rate if we want to be a rule of 40 company as we march on that over the next

year, two, three years.

Speaker Change: There's no question that that's the case. So if you think, you know, I don't want you to leave this call thinking I'm going to have any significant increases in costs, quite the opposite.

Speaker Change: I'll rebalance, we'll restructure, and make sure that we're in the right areas that give us the best structure. And in some areas, we're going to grow. We're going to add some.

Speaker Change: We'll add capacity in RAMs. We're going to add capacity in technical success managers. I'll add more bags, more quota carriers. I'll add some definite technical skills and product areas where we know we need to enhance that. But other areas, we have too many people and we shouldn't. We should be making sure that we have it properly balanced and we're efficiently structured.

Speaker Change: Our team, our people are very passionate about what we're building here, and we tell them the right structure, they're going to tackle that with passion and energy. So that's how I'd answer that, Jackson. I hope it's pretty clear.

Speaker Change: Yes, thank you. Got it. Okay, second question, and I guess this one might be for Manish or for you, Rory. The $2 million in retention bonuses here in the fourth quarter,

Speaker Change: And you're looking to kind of bridge the gap between now and maybe when things shake out in February. So just curious.

Speaker Change: Where is your rep churn currently, either wanted or unwanted? Thank you.

Speaker Change: Hey Jackson, I'll take that in two pieces. First on the two million, that that was really focused. When you're doing a transformation like this, you want to look at key skills and you're trying to

Speaker Change: Keep that, that kind of key focus skills, you know, in that 90% retention rate over the first 24 months.

Speaker Change: Whether it was at some of the previous companies, it's always been a focus.

Speaker Change: support, we did it in sales, we did it in the product areas, and we may do some more of that as we go through this transformation. It is keeping the key skills. I need to make sure that I have the, you know, field generals and the field captains of all functions in place that can execute the plan. Now let's talk about reps.

Speaker Change: One of the things in my career that I've seen at every single company is the number one driver of rep productivity is time and patch, and length of relationship. It's knowledge of the product. So what you're going to see is we're going to consistently invest.

Speaker Change: Go-To-Market Salesmaker in place. It takes them six to nine months to become fully productive. So when I know for FY27, a year plus from now, I'm going to start hiring those in the second half of FY26 so that they're in place and ready to go.

Speaker Change: We want to make sure, and again, it is not a net ad. I'm going to be more efficient across the board. And our go-to-market structure is not in line with some of our industry competitors. So there's room for us to do these activities.

Quota-carrying reps.

Speaker Change: that we'll continue to add that. I don't want to run that at 99%, I want to run that at 103, because I want to be able to then grow. If I get that execution engine growing, then you just basically add more pods to the model as you move forward in the future.

Speaker Change: But don't be cynical about that $2 million. That was not around reps. That was around keeping key skills around the entire portfolio that I need in place to help us do this transformation for the next 12-24 months.

Got it. All right, great. Thank you very much.

Speaker Change: Thank you. Our next question comes from the line of Parker Lane with Stiefel. Please proceed.

Parker Lane: Hey guys thanks for taking the question. Rory, if you look at the history of Sprinklr, very inquisitive prior to IPO, not so much post IPO. When you think about optimizing this solution set and building a bigger company here, what is your personal philosophy on the buy-build decision here and is that something you'd entertain on the M&A side?

Parker Lane: Yeah, thank you, Parker. You know, it's interesting, my career, I've been on, you know, multiple sides of the MNA structure. You know, having worked with Michael Dell and his team and running the integration to Dell EMC, that was a, that was the biggest tech integration ever. And obviously that was a, I'm biased, but it was a huge success and created value.

Parker Lane: I've seen other acquisitions through my career that had very mixed results. So it's not a panacea, it's not, you know, everything works in that space.

Parker Lane: I think we have a lot of the assets that we need right here and with better execution, better blocking and tackling, and just becoming a more mature enterprise SaaS company.

Parker Lane: you'll see better execution and better results. Now, having said that, if we found a small tuck-in with some skills that we needed to add, excuse me, to build out capability or some specific technology.

Parker Lane: Would I entertain it? Absolutely I would. But I wouldn't I wouldn't say that I'm looking for any kind of major action in that space. I think we have plenty of work and plenty of upside with the basic work that we have to do here.

Parker Lane: Does that help, Parker? It does. I appreciate the feedback. Thanks, Roy. That's all for me.

Great.

Speaker Change: Thank you. Our next question comes from the line of Brian Swartz with Oppenheimer. Please proceed.

Speaker Change: Yeah, hi. Welcome to the call, Rory, and I too will wish you good luck. I just have one question just in terms of the timing of kind of the optimization strategy. In terms of driving profitable growth, in the beginning, where do you plan to lean more into? Changes around the product?

or in the go-to-market structure.

Thanks.

Yeah, that's a great question, Brian, actually.

Speaker Change: In my experience, the best way to change the trajectory of a company really comes from two areas. The number one area is introducing new products and functionality. That can bend the curve of a company. If you add a new feature, a new product offering, a differentiated capability.

Speaker Change: The second largest is by changing the go-to-market, adding new partners through an ecosystem where I believe we're better together, or being able to create this new coverage model.

Speaker Change: are introducing a new segment or area that we're going to attack.

Speaker Change: So both have the biggest impacts on the trajectory change of a company, but your question is really timing

Speaker Change: Timing-wise, you're going to see the impact of the go-to-market changes more quickly because they're easier to implement and they're faster to put in place.

Speaker Change: So, I've already suggested, as I talked to Catherine, that you're going to see a lot of that coverage work get put in place for the beginning of FY26.

Speaker Change: in February, and it will kind of burn in in the first half of FY26.

Speaker Change: But the product work, I'm pretty fortunate because there's some really good work from Amitabh and the team that they're actually doing around creating some new functionality. And you're going to see it in our core space. So I'm not just saying our strategy is re-energize the core and grow it and harden and expand services. You're going to actually see some of that deliverable.

Speaker Change: For having more of that function, product deliveries tend to take a little bit longer.

Speaker Change: So, you're going to see the beginning of that because there's been a pipeline of products and I'm very lucky that they're in place and we'll see them at the beginning of the first half of next year, but you'll see more of that flow. So, timing-wise, you'll see it first and go to market and then you'll see product kind of flow through the year and that's generally how you would see it.

you know, manifest itself going forward.

Make sense? Yes, it does. Thank you.

Thanks, guys.

I think that's it for the time today. So, operator...

Oh, no, it's for you, Eric.

Eric Scro: Yeah, I'll take it. I just want to thank everybody for joining us today. Just some housekeeping. For our Q4 FY25 earnings call and moving forward, we're going to be issuing our earnings release before market open and hosting our call at 8 a.m. Eastern time. We'll issue a press release that includes the date and time of that call sometime in March. Rory, back to you.

I like that, Eric. That's a good decision.

Rory Reid: I'd like to thank all of our Sprinklr team members around the globe, and especially our customers and partners. You know, it's because of all of you that we have the opportunity to really build an interesting, mature enterprise software company on our march to the Rule of 40. We can do this through profitable growth.

Rory Reid: and we get durable, profitable growth and by expanding margins. We have a lot of work to do.

Rory Reid: You need to give us time, and we'll be very transparent on all the actions that we do going forward. I want to thank all of the interested parties tonight, and I appreciate you taking time to join us on this earnings call. Thanks, everyone. Have a great evening, day, and the rest of the year. Happy holidays.

Speaker Change: Thank you. This concludes today's teleconference. You may disconnect your lines at this time. Thank you for your participation.

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Speaker Change: Thomas, Eric Scro, Trac Pham, Eric Scro, Trac Pham, Eric Scro, Trac Pham, Eric Scro, Eric

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