Hello, everyone. Thank you for joining us, and welcome to the Freshworks Fourth Quarter and Full Year 2025 Earnings Conference Call. [Operator Instructions] I will now hand the call over to Kate Scolnick, VP of Investor Relations. Please go ahead.

Thank you. Good afternoon, and welcome to Freshworks Fourth Quarter and Full Year 2025 Earnings Conference Call. Joining me today are Dennis Woodside, Freshworks' Chief Executive Officer and President; and Tyler Sloat, Freshworks' Chief Operating Officer and Chief Financial Officer. The primary purpose of today's call is to provide you with information regarding our fourth quarter and full year 2025 performance and our financial outlook for our first quarter and full year 2026. Some of our discussion and responses to your questions may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are based on management's beliefs about our business and industry, including our financial expectations and estimates, uncertainties in the macroeconomic environment in which we operate and market volatility and certain other assumptions made by the company, all of which are subject to change. These statements are subject to risks, uncertainties and assumptions that could cause actual results to differ materially from those projected in the forward-looking statements. Such risks include, but are not limited to, our ability to sustain our growth, to innovate, to reach our long-term revenue goals, to meet customer demand and to control costs and improve operating efficiency. For a discussion of additional material risks and other important factors that could affect our results, please refer to today's earnings release, our most recently filed Form 10-K and other periodic filings with the SEC. Freshworks assumes no obligation to update any forward-looking statements in order to reflect events or circumstances that may arise after the date of this call, except as required by law. During the course of today's call, we will refer to certain non-GAAP financial measures. Reconciliations between GAAP and non-GAAP financial measures for historical periods are included in our earnings release, which is available on our Investor Relations website at ir.freshworks.com. I encourage you to visit our Investor Relations site to access our earnings release, supplemental earnings slides, periodic SEC reports and a replay of today's call or to learn more about Freshworks. And with that, let me turn it over to Dennis.

Thanks, Kate. I am thrilled to share that Q4 marks a historic inflection point for Freshworks. For the first time in our company's history, we achieved profitability for the full year and generated record free cash flow, a testament to our disciplined execution, product innovation and operational excellence. I'm also happy that we remain on track for sustained growth and profitability exiting 2026. First, I'll start by summarizing the year. Our business performed exceptionally well in 2025. Quarter after quarter, we achieved or exceeded our top and bottom line expectations throughout the year. In employee experience, we continued winning in the mid-market and enterprise. We successfully are evolving Freshservice into a world-class unified service platform. By natively integrating Device42 and acquiring FireHydrant, we have brought ITSM, ITOM, ITAM and ESM under one cohesive roof. This one platform advantage has enabled us to aggressively win bigger deals. We're winning the mid-market with a continued roster of displacements, whether it's EquipmentShare's high-growth debut on NASDAQ or a global sustainability consultancy's global scale, we are winning. Most notably, a global semiconductor company recently abandoned a decade-long ServiceNow environment for Freshservice, projecting a 30% cost savings and 20% to 30% faster resolution times powered by Freddy AI. Freddy AI is proving that AI at Freshworks is a tangible revenue engine. Customers like iPostal1 are using Freddy AI Agent Studio to resolve 54% of queries automatically and seeing a 99% improvement in interaction speed. When Vermeer Corporation cut their resolution times by 50% using Freddy AI, they drove customer satisfaction up to 95% and sparked enterprise-wide adoption. We brought stabilization to the CX business. We did this by continuing to simplify our core Freshdesk product experience to make it easier to implement and maintain. We improved time to value, customer retention and our customers are…

Thanks, Dennis, and thanks, everyone, for joining on the call and via webcast today. We closed 2025 with a strong fourth quarter, exceeding expectations across both revenue and profitability. These results capped a year of significant financial progress and continued innovation that reinforces our confidence in our long-term strategy. As we build meaningful momentum into 2026, we are well positioned to drive top line growth with a clear focus on winning in a very large EX market, executing an efficient operating model and delivering strong cash generation. For our call today, I'll cover the Q4 and full year 2025 financial results, provide background on the key metrics and close with our forward-looking commentary and expectations for Q1 and full year 2026. As a reminder, most of our discussion will be focused on non-GAAP financial results, which exclude the impact of stock-based compensation expenses, restructuring charges, the release of our deferred tax asset valuation allowance and other adjustments. We will also talk about our adjusted free cash flow, which excludes the cash outlay related to restructuring costs. To provide greater transparency into our underlying business performance, we will also include constant currency comparisons throughout today's call. Starting with the income statement. Q4 total revenue increased to $222.7 million, growing 14% year-over-year on an as-reported basis and 13% on a constant currency basis. Professional services revenue ticked up modestly quarter-over-quarter to $2.5 million as a result of strong bookings and earlier-than-expected project kickoffs and milestones achieved in the fourth quarter. Our EX business crossed the $0.5 billion ARR mark in Q4, reaching approximately $510 million in ARR, representing 26% year-over-year growth on an as-reported basis and 22% on a constant currency basis. We finished the year strong across the EX portfolio with both ESM and Advanced ITAM each exceeding $40 million in…

Your first question comes from David Hynes with Canaccord.

On the quarter. Nice to see the durable IT -- EX growth. I'm going to actually ask about the CX side of the business. I think there was some optimism that AI could drive a little bit faster growth there that didn't play out in Q4. Can you just talk about some of the factors maybe creating some headwinds in that side of the business and kind of what you're doing to rectify those?

Yes. Well, first of all, thanks for the question. As you know, we've been -- our investment really is focused on that EX side of the business and then, of course, AI. The big move that we've made recently on the CX side has been to unify our conversational and ticketing capabilities in a new platform, which we released in Q4, and we're in the process now of upgrading all of our customers on to that. That will give us a single code base to innovate off of, which we know will allow us to move faster on that side of the business and drive both retention and expansion. I wouldn't say there was any like meaningful trend in Q4. Remember, we lapped the -- an initiative that we had last year called free-to-paid. So that accounted for some of the growth change. But we're managing that business to kind of grow where it is now, which is in that mid-single-digit range while we invest over in that EX side, which is where we're seeing the growth, where we're seeing the move-up market work quite well for us. So I wouldn't think that -- I don't think that Q4 was anything outside of our expectations. And if you look at our plan for next year, it's pretty consistent with where we think -- for this year, where we think we're going to grow that business this year.

Yes. Okay. Makes sense. And then Tyler, maybe a follow-up for you. Look, when we think about kind of intermediate-term targets that you have out there, call it, 14%, 15% growth, Today, you're getting about 1/3 of that from that revenue retention, right? I think it's 104% on a currency-adjusted basis. Does that feel like the right ratio to drive durable 14%, 15% growth, like 1/3 from expansion and 2/3 from net new? Or do we need to see NRR inflect higher to drive that growth durability?

So where we're at right now, DJ, I think that is the rate that it's at. But as we've talked about, our EX business is growing a lot faster than our CX business as well, EX has a better net dollar retention kind of makeup to it, along with the fact that we've been adding different mechanisms to grow within the EX portfolio, specifically ESM products, our Device42 products. And then now with our recent acquisition of FireHydrant later in this year, hopefully, a new SKU on the ITOM side. That's all on top of the Freddy Copilot adds that we have. As the mix shift continues to change, we're going to expect to see that we're going to see some benefit from net dollar retention. We did say for the first quarter, really that we're going to see some upside on net dollar retention in Q1, moving up to 105 is what we said. And that's the first time we've seen that in a while. And that confidence is driven really largely on the results that we're seeing on the EX side.

Your next question is from Elizabeth Porter with Morgan Stanley.

You got Oscar Saavedra on for Elizabeth. Congrats on the strong performance on the EX side of the house. Really nice to see it crossing the $110 million. I wanted to touch on Device42. You highlighted the 30% attach rate across your top 50 new EX deals. As we think about 2026 and the updated guide you gave for '27, how should we think about that attach rate trending? Should we think about it going higher? And then what's the typical incremental ACV uplift when you include those versus Freshservice alone?

Yes, I'll take the first part of the question. I think Device42 is a piece of the bigger puzzle. We've built a platform that can power all the needs of a mid-market IT department from ITSM to ITAM. Now we're building out ITOM and then ESM. So Tyler mentioned this, those are the growth levers that we see enabling us to sustain this mid-20 growth rate for EX for a long time to come. We said at our Analyst Day back in September, ITAM is a business that is on track to drive $100 million in ARR for us over the next couple of years. We crossed $40 million this past quarter. It's the Device42 product is integral to our continued motion upmarket because larger organizations need that asset management capability really to power their IT department. So it's not just an attach on a net new sale. It's important for retention. It's important for expansion. And it's really been so far a huge success for us in terms of enabling us to kind of continue to move upmarket. Tyler can comment on some of the specifics in terms of...

Yes. And Oscar, I just want to add also, we still have not launched the native cloud offering of Device42 that which is -- which we've been working on since kind of we brought on the company. And that's still on track to launch at the beginning of Q2 here. And that's going to be an initial phase of cloud because what we've been selling so far is still the on-prem. The ARPU of Device42, we haven't disclosed, but you could tell from our Q3 disclosure about the $1 million that we had in Q3 of last year that we don't expect to repeat necessarily. That was a stand-alone Device42 deal. It wasn't a $1 million deal because of the term license we recognized more upfront, but it was very significant, as you can imagine. And so the ARPUs can go anywhere from the $20,000 level all the way up to the multiple hundreds of thousands for Device42, depending on the size of the organization that we're serving. But what you're seeing is that this is just another piece of a broader platform that we feel that is a holistic offering across all of EX and adding ITOM to it, too, is something that our customer has been asking for that we're really excited about.

Your next question is from Alex Zukin with Wolfe Research.

Dennis, maybe first one for you. Just as you think about Freddy AI tailwinds to growth that you saw in calendar '25 and you look at those for calendar '26, maybe just help us understand kind of what those could be. And also, to the extent that folks plug in alternative solutions, agentic solutions into your platform, maybe just remind us how do you monetize or how can you monetize that as well? And then I've got a quick follow-up for Tyler.

Yes. So AI for us as we kind of shared in the remarks earlier, we crossed the 8,000 customer mark for customers that are paying for AI. In terms of revenue, we crossed $25 million in ARR as well, and that nearly doubled year-over-year. So we've got good momentum. We've got, I would say, a good start. We still got 75,000 customers. So we have a long way to go in terms of driving full penetration. We launched our AI Agent Studio in late November. So that is in the market now. We've got hundreds of customers using that product to create their own agents on the customer support side, and we're bringing that into EX later in the first half of this year. So we -- in some ways, we're really getting started on the agentic side because our pricing prior to that was all focused on the old structured bots. We increased our pricing $0.50 in interaction from $0.10 in interaction. We're just starting to see that flow through in terms of ARR. And we -- as that product scales, we think that, that's going to create significant upside in our overall AI business. Copilot continues to grow. We continue to see productivity improvements of 30% plus among customers that use Copilot. So that, I think, is going to continue to drive increased penetration as capabilities there improve. So all of these are either upsells to existing customers or included in deals, especially in large deals where over half of our customers are taking AI from the start. And it's really core to our sales motion now. It's what customers expect -- and as far as the customers that might be experimenting with over-the-top solutions, we don't see it that much. We tend to be the first port of call for that midsized enterprise company that's looking to understand how AI can benefit their business, both on the IT and the CX side. Of course, we've got to put out a competitive product, but we've got the right to win with every one of those customers.

Understood. And then maybe, Tyler, on the guidance, obviously, nice to see outperformance there versus consensus in terms of both the billings guide for next year as well as the revenue guide. Maybe just remind us and compare and contrast the level of conservatism that you're putting in there versus a year ago, kind of how we should think about that, particularly as we get through the year? And then any color on billings seasonality? You gave us kind of the revenue seasonality, but some billings seasonality would be helpful, too.

Yes. I mean for the conservatism, Alex, as you know, first guide of the year is the toughest for the whole year because you have the least amount of visibility. Now clearly, just 1.5 quarters ago at Investor Day, we had guided to 13% to 14% growth for all of 2026. And essentially, we're saying that's now 14%. We wouldn't have put that out there if we weren't confident in that. We are really excited about our EX opportunity. It's a strategy that we've been very clear about for 1.5 years now that we're executing against, and it's working. And we're clearly the leader in that segment of the market that we're attacking right now. We're going to continue to go attack that and make that our priority. So clearly, we wouldn't put out the number right now if we didn't feel good that we can go execute against it. And hopefully, as we go throughout the year, we'll be able to update as we perform.

Your next question is from Scott Berg with Needham & Company.

Tyler, I just wanted to follow up on the guidance question there. You're clearly getting some good momentum with Freddy, in particular, from an AI perspective. How do we think about the impact on guidance this year? I know it's still a small amount, $25 million in ARR exiting the year, but should we expect a material contribution to that next year from what you're seeing in pipelines or still a little measured there?

Yes. So Scott, I think our biggest opportunity on Freddy is still on our existing installed base. If you actually look at the numbers we put out on attach rates on new business, specifically for larger deals, we're still over 50%. That means that as companies are choosing us as a new customer, part of the reason they're choosing us is because of what they see on our Freddy capabilities. And that is real time. And as a reminder, the dollars we put out on our AI revenue is purely along the SKUs that we sell. And so it doesn't include things like AI agent on EX right now because that's included in some of our plans. We're not trying to do an allocation there. The products are working. We have 8,000 customers now. The growth rates there are good, and we still feel we're very confident that these can each be $100 million product, AI Agent and Copilot in the next 3 years. And we think that's going to continue to be a lever of growth. That being said, the other areas that we have, including ESM, where we've really only had that as a stand-alone product for 1 quarter, we're very excited about that as well and our capability to go expand with existing customers, but also land there. And we just have to keep proving that out and think that, that could actually be a really good tailwind into the year.

Got it. Helpful there. And then Dennis, your upmarket sales motion is clearly going well as you move your ITSM kind of products and solutions up there with Device42, et cetera. I mean, by my math, your customers above $50,000, I think you grew that net new count by over 30% or roughly 30% year-over-year. I guess as you look at '25 versus '24, and I know you had Device42 for the entire year. But outside of that, is there anything else to really call out that's kind of driving some of the extra strength upmarket?

Yes. Well, a number of things. First of all, that midsized enterprise is looking for choice, and they're looking for a platform that satisfies all of the different needs that you have in running a midsized enterprise IT department from ITSM to ITOM to ITAM to ESM. And that's what we built over the last couple of years. If you think about a lot of the decisions that were made 2 or 3 years ago to stay with BMC or Ivanti or ServiceNow, we were not in the market the way we are now. And those customers are coming up for renewal. They're looking around. They're seeing the recognition that we have from Forrester and Gartner. They're seeing all the customer references that we now have from large meaningful companies that have made the switch. They're talking to the CIOs of those companies that have made the switch. We've got a really positive referral cycle going, and they're seeing the value. And so we -- that market, by our estimates, the mid-market of -- in the TAM we're competing in is as large as the true enterprise. Think of the G2K. It's a lot more companies, but it's a massive TAM. And in many ways, we're just getting started in terms of getting that referral network going, the messaging going, all of that. And that's just creating this momentum. That market for us is enormous. And I know there's a lot of talk about the impact of AI and how is AI going to affect seat-based pricing. For us, it's a share gain. So we're taking seats with every win that we make. We've always been in a competitive market. We've always had to take share from bigger players, and that's what we continue to be able to do. If you look at the growth rate for ESM at 22%, we think we're the fastest-growing player in that midsized market. And so some of these fears that seats are going to erode because of AI, we've got multiple ways of monetizing the relationship we have with the customer. But more importantly, we're not the incumbent that has a lot to lose. We're the attacker who's taking share. And that is going to continue to be true for some time. So we think that the market that we're playing in that EX side, you add AI to that, you add these capabilities that we've been building out. It's just a huge opportunity for us. And that's why you see us talking about the investment that we're making there. We're running CX lean to enable us to invest in that EX opportunity and really leaning into it. And that's what you're just going to see every quarter this year.

Our next question is from Rob Oliver with Baird.

Dennis, for you, and this is, I guess, a follow-up to Scott's question. So on that Freshservice plus Device42 side, clearly, you guys have shown some meaningful large wins stand-alone on D42 and sort of proving it out. And simultaneously, you guys are seeing a ton of momentum upmarket on the Freshservice side. Can you talk a little bit about the combined go-to-market there, where you are today, where you need to be in terms of your ability to have all hands on deck and kind of rolling ores at the same pace in order to compete for these deals? And is that something that's already done and ready to go today as we enter '26?

Yes. So I think we're all feeling pretty confident in the sales and marketing motion. We -- as we internally look at our win rates, it's consistent improvement quarter-over-quarter in our win rates against our largest competitors, really good predictability in the business compared to where we were 18 months ago. And you see that in our numbers. You see that in our ability to consistently beat the top end of our estimates. And that -- so I think the sales motion we've got nailed down. I think where we're really focused is stitching all the product pieces together in a way that makes sense for our customers. So the first step there is bringing Device42 fully to cloud, and that's happening later this quarter. That's going to open up a slightly different market for us because if you're a cloud-first company, you don't want an on-prem solution, and that's what Device42 has been up till now. So that will open up another set of customers for us. Fire hydrant is the next piece of that. Now we've got to build out the integration plan, but we have a lot of customers that work with us that are looking for a more modern solution for IT operations management, incident response and ultimately, much more proactive incident detection. Our primary customer is over in the IT department, but a lot of these customers are over in the technology organization, and that's an interesting adjacency for us where customers are using Freshservice to in some cases, become alerted to instances that are as they're happening. In other cases, they're using Device42 to understand the kind of the relationship of assets to one another and get ahead of problems before they happen there. So ITOM is a natural complement. A lot of our…

Your next question is from Patrick Walravens with Citizens.

This is Austin Cole on for Pat. Dennis, you mentioned just the work to do to help penetrate the customer base with Freddy AI, and it sounds like there's a lot of momentum there. But what are -- what do you kind of see as the 2 or 3 big bucket items in terms of increasing that penetration?

Yes. So the focus now is very much on building out the agentic capabilities of our AI Agent Studio. We focused initially that set of launches on CX just because there's much more queries to be handled through AI on a customer support use case and an employee use case, but the employee use case is super important, too, and we'll be coming out with prepackaged workflows and automations later in the first half of the year that's focused there. But that's a really good business for us because it just scales the usage. And we've already seen customers that have adopted on the CX side. Once they get going, the usage spirals up for them, they get the benefit of deflecting a ton of inbound. They answer questions faster, CSAT often goes up, and they're perfectly happy paying the session-based pricing that we have set in the market. So I think that on the AI side, agentic, L1, agentic, in particular, is, I think, a growth lever that we're going to really see if it takes off this year. Copilot is a little steadier, right? That's a very clear value proposition. We've got lots of customer examples that are working for us. And so that also is scaling up about half of our customers among the 8,000 are Copilot customers, but we've got a long way to go. And then we're investing in AI across the product portfolio to be much more proactive in delivering service. Insights is an example of that, where a manager can come in, they can see their service desk, understand exactly what's going on. The AI suggests areas to look into, anomalies, those sorts of things. The agent can troubleshoot in a natural -- or the manager can troubleshoot in a natural language way to understand any kind of issues or problems in the data. They don't have to hunt and pack through a bunch of Power BI dashboards. So that proactive service delivery is really where we see AI taking us, and there's a lot of places we can go from there.

Your next question is from Brian Peterson with Raymond James.

This is Johnathan McCary on for Brian here. So kind of dovetailing off that last question. So I wanted to ask about sort of -- are you guys seeing a halo effect in the business where you're having a customer that's coming live on the CX or the EX side, and I realize there's some difference there on the ideal customer profile, but they're seeing a lot of value from the Freddy products on one side of the business and that actually brings them back to the table and unlocks the cross-sell opportunity on the other side?

We're definitely seeing the impact of AI in terms of driving greater expansion and retention. So our NDR for customers that are taking our AI paid SKUs was 116% last quarter. And I think that's up from like 112% the prior quarter. So you think about that, if we can -- eventually, all of our customers are going to use AI. We know that. If we can drive -- continue to drive that penetration and continue to see those kinds of results, that's fantastic for our business. It tells us that our customers are seeing value, both on EX and CX from the AI capabilities that we're bringing to market. And they're expanding at a much faster rate than those without AI. So it's a critical imperative for us to get as many customers as possible on. In terms of like what are the things that we have to do to get there? A lot of it is about education, right? We have a broad spectrum of customers. Right now, I'd say AI adoption isn't confined to any specific industry or any specific size of customers. It's pretty broad. But there's still a lot of customers out there that are hesitant or need to be educated on how the data is being used and all that stuff. And that's what our go-to-market teams do every single day. And that's why you're seeing the 50% attach rate on new deals. That's why Tyler is constantly pushing the teams to drive penetration of the existing base because we know once customers get on to our AI, they see the value, they see the business case. It's very clear, and that just enhances their relationship with us and leads to a lot of positive upside.

Your next question is from Taylor McGinnis with UBS.

Tyler, just on the guide, if I look at the 4Q numbers, it looks like 13% constant currency growth across revenue and billings and then the high end of the guide going into 2026 implies an acceleration. So could you just unpack for us what gives you comfort in that outlook when you think about each of the individual pieces? And as a second part to that, when we look at the CX business and knowing that you guys are making this platform change, is there the potential to see any tailwind from that as we get through 2026?

Thanks, Taylor, for the question. So you're right. We are guiding to some slight acceleration, right, into -- even into the back half of the year on the revenue side. And it really is just coming off of the confidence that we have driven by EX performance and we just had another great quarter, and we strung 4 great quarters together. And we know that the attributes of that customer base are really, really strong. And now we're starting to push a whole bunch of other products into that customer base and some that we never had before. And so the confidence is really driven by the execution and the continued momentum and things like pipeline, right, where we're seeing more $100,000 deals than we've ever seen in pipe currently. And this all gives us a lot of confidence. To be honest, on the CX side, we've been very, very clear now for a number of quarters, like our main focus is to bring all of our customers on to our new platform, our new Freshdesk Omni platform. And we're being relatively conservative in our expectations on growth from the CX side of the house until we get through all that. Now that being said, we're still closing new customers every single quarter, a lot of them. The AI adoption is continuing, and we're getting really good feedback. But from what we've built in, we're being relatively conservative in what we expect in terms of CX growth. A lot of the confidence or all of the confidence is coming from EX and our expectations there.

Our last question will be from Billy Fitzsimmons with Piper Sandler.

Clear from the metrics, healthy momentum upmarket. And I want to focus on maybe mid-market specifically. And I won't focus on mass market because obviously, it's probably hard to disaggregate that given the shift in strategic priority. But in terms of mid-market, I bring this up because in a couple of prints this cycle, there are some narratives around kind of the health of, call it, sub-enterprise type customers and some other companies in the software space called out weakening macro or potential higher cost of customer acquisition. Just curious if you can kind of comment on some of the metrics you're seeing in real time for the, call it, like sub-enterprise type customers exiting 2025 and kind of what you're baking in, in 2026 in terms of the guide?

Yes. Yes. So we'll just define -- the way we define mid-market, call it a 5,000-person company, that's kind of the sweet spot, maybe $1 billion to $3 billion in revenue. That's what we're growing our business off of. That's the sweet spot for us. That's where our growth is coming from right now. So we're not seeing anything negative at all. In fact, as Tyler alluded to, we entered this quarter with the best pipeline we've ever had from that segment of the business. That's what our field market -- field motion is primarily focused on. And that's where we have a really strong position in EX in particular, where increasingly, those customers are turning to us as the solution that makes sense. So we think that, that's a large segment over time that is going to continue to grow with us -- if anything, if those customers are squeezed for cost or efficiency or anything like that, they're going to turn to us more than they would to a legacy platform like a BMC or Ivanti or ServiceNow, which are much more expensive, not just from a licensing cost, but they're expensive to run. They're expensive to keep up and running and keep current with their business processes. Their AI takes longer to implement. All that is much easier on our platform. That's why the growth is coming from there. You can see it in our over 50,000 customer count and the percentage of our revenue that's coming from over 50,000 customers. Tyler alluded to a number of customers over 1 million. I mean all that is coming from that mid-market, which is where we're orienting the company. That's where we're focusing on. That's where our growth is going to continue to come from. And those customers expand at higher rates, they retain at higher rates, everything is good there. We're in the middle of that journey to move the entire company to focus on that part of the market. It's super important for us.

This concludes today's call. Thank you for attending. You may now disconnect.