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MNTV Momentive Global

Filed: 17 Nov 21, 7:00pm

Filed by Zendesk, Inc.

Pursuant to Rule 425 Under the Securities Act of 1933

and deemed filed pursuant to Rule 14a-12

under the Securities Exchange Act of 1934

Subject Company: Momentive Global Inc.

Commission File No.: 001-38664






Disclaimers Cautionary Statement Regarding Forward-Looking Statements This communication and the accompanying oral presentation contains forward-looking statements, including, among other things, statements regarding the anticipated benefits of the proposed transaction, the anticipated impact of the proposed transaction on the combined company’s business and future financial and operating results, the expected amount and timing of anticipated synergies from the proposed transaction, the anticipated timing of closing of the proposed transaction and other aspects of Zendesk’s or Momentive’s operations or operating results, as may be further discussed in the appendix to this communication. Words such as “may,” “should,” “will,” “believe,” “expect,” “anticipate,” “target,” “project,” and similar phrases that denote future expectations or intent regarding the combined company’s financial results, operations, and other matters are intended to identify forward-looking statements. You should not rely upon forward-looking statements as predictions of future events. The outcome of the events described in these forward-looking statements is subject to known and unknown risks, uncertainties, and other factors that may cause future events to differ materially from the forward-looking statements in this communication (and the accompanying oral presentation), including (i) the ability to complete the proposed transaction within the time frame anticipated or at all; (ii) the failure to realize the anticipated benefits of the proposed transaction or those benefits taking longer than anticipated to be realized; (iii) the risk that uncertainty about the proposed transaction may adversely affect relationships with Zendesk’s customers, partners, suppliers, and employees, whether or not the transaction is completed; (iv) the effect of the announcement of the proposed transaction on the ability of Zendesk or Momentive to retain and hire key personnel; (v) the risk that disruptions from the proposed transaction will harm Zendesk’s or Momentive’s business, including current plans and operations; (vi) the risk of a potentially adverse reaction by Zendesk stockholders or Momentive stockholders that oppose the proposed transaction; (vii) potential litigation related to the proposed transaction and the resulting expense or delay; (viii) the failure to obtain stockholder or regulatory approvals in a timely manner or otherwise; (ix) the occurrence of any event, change or other circumstances that could give rise to the right of one or both of Zendesk or Momentive to terminate the proposed transaction; (x) the diversion of the attention of the respective management teams of Zendesk and Momentive from their respective ongoing business operations; (xi) the ability of Zendesk to successfully integrate Momentive’s operations and technologies; (xii) the ability of Zendesk to implement its plans, forecasts and other expectations with respect to its business after the completion of the transaction and realize expected synergies; (xiii) the effect of uncertainties related to the COVID-19 pandemic on U.S. and global markets, Zendesk’s or Momentive’s respective business, operations, revenue, cash flow, operating expenses, hiring, demand for their respective solutions, sales cycles, customer retention, and their respective customers’ businesses and industries; (xiv) risks relating to the market value of Zendesk’s common stock to be issued in the proposed transaction; (xv) Zendesk’s ability to adapt its products to changing market dynamics and customer preferences or achieve increased market acceptance of its products; (xvi) the intensely competitive market in which Zendesk operates; (xvii) the development of the market for software as a service business software applications; (xviii) Zendesk’s substantial reliance on its customers renewing their subscriptions and purchasing additional subscriptions; (xix) Zendesk’s ability to effectively market and sell its products to larger enterprises; (xx) Zendesk’s ability to develop or acquire and market new products and to support its products on a unified, reliable shared services platform; (xxi) Zendesk’s reliance on third party services, including services for hosting, email, and messaging; (xxii) Zendesk’s ability to retain key employees and attract qualified personnel, particularly in the primary regions Zendesk operates; (xxiii) Zendesk’s ability to effectively manage its growth and organizational change, including its international expansion strategy; (xxiv) Zendesk’s expectation that the future growth rate of its revenues will decline, and that, as its costs increase, Zendesk may not be able to generate sufficient revenues to achieve or sustain profitability; (xxv) Zendesk’s ability to integrate acquired businesses and technologies successfully or achieve the expected benefits of such acquisitions; (xxvi) real or perceived errors, failures, or bugs in Zendesk’s products; (xxvii) potential service interruptions or performance problems associated with Zendesk’s technology and infrastructure; (xxviii) Zendesk’s ability to securely maintain customer data and prevent, mitigate, and respond effectively to both historical and future data breaches; (xxix) Zendesk’s ability to comply with privacy and data security regulations; (xxx) Zendesk’s ability to optimize the pricing for its solutions; and (xxxi) other adverse changes in general economic or market conditions. The forward-looking statements contained in this communication are also subject to additional risks, uncertainties, and factors, including those described in Zendesk’s and Momentive’s most recent Annual Reports on Form 10-K and Quarterly Reports on Form 10-Q and other documents filed by either Zendesk or Momentive from time to time with the SEC. The forward-looking statements included in this communication are made only as of the date hereof. Zendesk and Momentive do not undertake to update any forward- looking statements made in this communication to reflect events or circumstances after the date of this communication or to reflect new information or the occurrence of unanticipated events, except as required by law.


Disclaimers No Offer or Solicitation This communication is not intended to and shall not constitute an offer to sell or the solicitation of an offer to sell or the solicitation of an offer to buy any securities or a solicitation of any vote of approval, nor shall there be any sale of securities in any jurisdiction in which such offer, solicitation or sale would be unlawful prior to registration or qualification under the securities laws of any such jurisdiction. No offer of securities shall be made except by means of a prospectus meeting the requirements of Section 10 of the Securities Act. Additional Information and Where to Find It This communication relates to a proposed business combination transaction between Zendesk, Inc. (“Zendesk”) and Momentive Global Inc. (“Momentive”). In connection with the proposed transaction, Zendesk intends to file with the Securities and Exchange Commission (the “SEC”) a registration statement on Form S-4 that will include a joint proxy statement of Zendesk and Momentive and that also will constitute a prospectus of Zendesk with respect to shares of Zendesk’s common stock to be issued in the proposed transaction (the “joint proxy statement/prospectus”). The definitive joint proxy statement/prospectus (if and when available) will be delivered to Zendesk’s stockholders and Momentive’s stockholders. Each of Zendesk and Momentive may also file other relevant documents regarding the proposed transaction with the SEC. BEFORE MAKING ANY VOTING OR INVESTMENT DECISION, INVESTORS AND SECURITY HOLDERS OF ZENDESK AND MOMENTIVE ARE URGED TO READ THE REGISTRATION STATEMENT, JOINT PROXY STATEMENT/PROSPECTUS AND ALL OTHER RELEVANT DOCUMENTS THAT ARE OR WILL BE FILED WITH THE SEC IN CONNECTION WITH THE PROPOSED TRANSACTION, INCLUDING ANY AMENDMENTS OR SUPPLEMENTS TO THESE DOCUMENTS, CAREFULLY AND IN THEIR ENTIRETY BECAUSE THEY CONTAIN OR WILL CONTAIN IMPORTANT INFORMATION ABOUT THE PROPOSED TRANSACTION. Investors and security holders may obtain free copies of the joint proxy statement/prospectus (if and when available) and other documents that are filed or will be filed with the SEC by Zendesk or Momentive through the website maintained by the SEC at www.sec.gov. Copies of the documents filed by Zendesk with the SEC also may be obtained free of charge at Zendesk’s investor relations website at https://investor.zendesk.com or upon written request to Zendesk, Inc. at 989 Market Street, San Francisco, CA 94103. Copies of the documents filed with the SEC by Momentive will be available free of charge by accessing Momentive’s investor relations website at https://investor.momentive.ai or upon written request to Momentive at investors@momentive.ai. Participants in the Solicitation Zendesk, Momentive, their respective directors and certain of their respective executive officers are participants in the solicitation of proxies from the respective stockholders of Zendesk and Momentive in respect of the proposed transaction. Information about Zendesk’s directors and executive officers and their ownership of Zendesk common stock is set forth in Zendesk’s proxy statement for its 2021 Annual Meeting of Stockholders on Schedule 14A filed with the SEC on April 2, 2021. Information about Momentive’s directors and executive officers and their ownership of Momentive’s common stock is set forth in Momentive’s proxy statement for its 2021 Annual Meeting of Stockholders on Schedule 14A filed with the SEC on April 20, 2021. To the extent that holdings of Zendesk’s or Momentive’s securities have changed since the amounts printed in Zendesk’s or Momentive’s proxy statement, such changes have been or will be reflected on Statements of Changes in Beneficial Ownership on Form 4 filed with the SEC. Additional information regarding the interests of the participants in the proxy solicitations will be contained in the joint proxy statement/ prospectus when it becomes available. You may obtain free copies of these documents as described in the preceding paragraph. MNTV Information This communication and the accompanying oral presentation contain certain information regarding the business, operations and financial results of Momentive and its subsidiaries. This information (including the Momentive metrics definitions in the appendix) has been prepared by Momentive and its subsidiaries, and although Zendesk believes the information regarding Momentive and its subsidiaries is accurate in all material respects, Zendesk does not make any representation or warranty, express or implied, as to the accuracy, completeness or reliability of the information regarding Momentive and its subsidiaries contained in this presentation or the accompanying oral presentation. Zendesk is not responsible for, and has not participated in the preparation of the financial information of Momentive. The financial results of Momentive and its subsidiaries have not been reviewed by Zendesk’s independent auditors.


Accelerating growth


WHERE WE STARTED


$1,332M % 40 CAGR since IPO $1.3B Revenue (Est) 100+ Customers over $1M+ ARR $127M 2021 2014 (EST) 2021 is based on the mid-point of our latest guidance of $1,329M-$1,335M


TICKETING SYSTEM 111,800 ~ CUSTOMERS MESSAGING AND LIVE CHAT HELP CENTER 160+ VOICE COUNTRIES COMMUNITY ~ 5,500 CHATBOTS EMPLOYEES REPORTING AND ANALYTICS AGENT WORKSPACE SALES PLATFORM


POWERING BUSINESS PROCESSES SHIP TO Cozy Sweaters Co 1122 Park Los Angeles CA DATA ANALYTICS PROACTIVE COMMUNICATION Hi! Here’s a shipping label for your sweater return. And here are some other sweaters you might like: CUSTOMER REQUESTS A REFUND SHIPPING LABEL GENERATED Hi! I’d like to return - $40.26 a sweater REFUND INITITATED CUSTOMER SERVICE SA L E S D E PA RT M E N T Answer Bot $40.26 Cozy Sweater I can definitely help with that Initiate refund R Refund efund Exchange CUSTOMER PROFILE


Product Making the complex easy


Enterprise Accelerating our Product GTM motions Making the complex easy


Customer intelligence From insights Product Enterprise to action Making the Accelerating our complex easy GTM motions










Customer satisfaction





�� SAY �� DO �� THINK ❤ FEEL


The customer intelligence operating system


Accelerating growth with the customer CUSTOMER intelligence company INTELLIGENCE PRODUCT-LED GROWTH SALES-LED GROWTH


Momentive overview


Momentive gives leaders the power to shape what’s next Powerful products — Easy to use Massive scale Enterprise-grade platform | Purpose-built use cases | Designed to scale 19M+ EXTERNAL CUSTOMERS INTERNAL CUSTOMERS POTENTIAL CUSTOMERS ACTIVE USERS Customer Employee Market insights experience 9M+ experience solutions solutions solutions DAILY ML/AI PREDICTIONS 25M+ ENTERPRISE-GRADE PLATFORM QUESTIONS ANSWERED DAILY Signal collection | ML/AI analytics | Insights engine 55B QUESTIONS ANSWERED Data as of Q3’21 See appendix for detailed definitions


SUBTITLE Momentive gives leaders the power to shape what’s next World-class Transforming at scale: Early days, customer base compelling results in sales-assisted GTM $150M $460M 345K+ Natural tailwind to RUN RATE ORGANIZATIONAL SALES-ASSISTED total company REVENUE CUSTOMERS RUN RATE REVENUE 20% MRQ GROWTH 37% MRQ GROWTH growth rate over time as high growth % 119% 10,500 107 sales-assisted SALES-ASSISTED MULTI-SEAT ORGANIZATIONAL channel becomes CUSTOMERS PRODUCTS NRR CUSTOMER NRR larger portion of revenue mix % 95 OF FORTUNE 500 SALES-ASSISTED % OF TOTAL REVENUE OVER TIME Data as of Q3’21 See appendix for detailed definitions [ NOTE AS OF [ XX/XX/XX ]


The last 5 years have been transformative Today, we're so much more than the SurveyMonkey you thought you knew PRODUCT & BRAND MILESTONES TRANSFORMATION AT SCALE Sales-assisted GTM reaches $150M revenue run Today rate; growing 37% 2021 | Re-branded as Momentive to better reflect capabilities of product portfolio 2020 | Launched first set of market insights GTM TRANSFORMATION BEGINS 3 years solutions and integrated CX platform Sales-assisted GTM begins scaling; ago ~$30M revenue run rate 2019 | Expanded deeper in customer experience with two acquisitions 2017 - 2018 | Enterprise-grade platform 5 years PRODUCT TRANSFORMATION BEGINS investment — deeper solutions and functionality for most use cases Begin investment in enterprise-grade product ago Today data as of Q3’21 3 Years Ago data as of Q3'18 See appendix for detailed definitions


The world’s top companies rely on Momentive


We solve valuable, relevant customer problems DIGITAL WE’RE ALL NOW Business dynamics are changing TRANSFORMATION DIGITAL NATIVES 1. Customer expectations are higher than ever. 2. Every company has gaps between expectations and what they deliver. 3. Feedback is essential in closing these gaps. 4. Legacy solutions are services-dependent, RAPID INNOVATION “DATA-DRIVEN” manual, slow and expensive. REQUIRED TO MEET IS THE NORM EXPECTATIONS Macro trends


% ~10 1 CAGR Multi-billion dollar $30B+ opportunity within $81B+ established % ~20 1 CAGR addressable markets $26B+ Massive existing market being % ~13 1 disrupted by digital transformation CAGR $25B+ Billions of spend remains in legacy services firms and outdated solutions VOICE OF VOICE OF MARKET MOMENTIVE CUSTOMER EMPLOYEES RESEARCH CAGRs calculated based on 2021-2025 period Surveys + Voice of Customer: IDC Worldwide Customer Intelligence and Analytics Applications Software Forecast, 2021-2025 Voice of Employee: IDC Worldwide and U.S. Employee Experience Software and Services Forecast, 2021-2025 Market Research + Insights: internal Zendesk and Momentive estimates


We have a winning value proposition - our software resonates with companies of all sizes VALUE PROPOSITION EXPERIENCE MANAGEMENT LANDSCAPE Enterprise grade • Powerful, yet easy to use • Fast time-to-value • Actionable AI/ML-driven Insights • Complex Easy-to-Use Rigid Flexible Services dependent Services optional


A robust, enterprise-grade platform EXTERNAL CUSTOMERS INTERNAL CUSTOMERS POTENTIAL CUSTOMERS CUSTOMER EXPERIENCE EMPLOYEE EXPERIENCE MARKET INSIGHTS APPLICATIONS SOLUTIONS SOLUTIONS CREATE COLLECT CUSTOM DATA FORMS FLOW SCORE EMAIL APP SURVEY API CORE APPLICATION LOGIC SUGGEST WEB INTERCEPT DATA PIPING CHAT WEB INTERCEPT EXPERIENCE PROGRAM CAPABILITIES ANALYZE VIZUALIZE AUTOMATE CONNECT ANALYTICS TIME SERIES SENTIMENT, TEXT, STATS ANALYSIS ANALYSIS UI DASHBOARDS AI INSIGHTS ALERTS ANALYSIS TOPICS CAPABILITIES CORE SERVICES CORE CAPABILITIES AUTHENTICATION IDENTITY ENTITLEMENTS AUTHORIZATION CLOUD CI/CD CSE DEVOPS PLATFORM CAPABILITIES BILLING PAYMENTS NOTIFICATIONS MESSAGING SECURITY ROLES PERMISSIONS ADMIN DATA - INTEGRATIONS - APIS


Next generation analytics power multiple use cases Machine learning core Data export Reusable services AUTOMATED INSIGHTS NLP/NLU Auto insights generator Data visualization Cloud Data Lake DATA-RICH VISUALIZATIONS


Our scale is a competitive PANELISTS USERS advantage 2+ million ~880K Paid users respondents every 19M+ Active users weekday DATA ASSETS RESPONSES Predictions, 55 billion questions benchmarks answered recommendations Data as of Q3'21. See appendix for detailed definitions


We solve valuable, relevant problems across any organization MARKET INSIGHTS CUSTOMER EXPERIENCE EMPLOYEE EXPERIENCE SOLUTIONS SOLUTIONS SOLUTIONS Potential customers External customers Internal customers Concept testing Customer experience Employee engagement E-commerce optimization Diversity, equity, and inclusion Brand, industry, cohort tracking The customer Product feedback Compliance tracking Pricing analysis challenge Customer testimonials COVID-19 compliance Brand lift / campaign effectiveness Stakeholder satisfaction Return to work / office Market segmentation Win / loss analysis Team productivity Usage and attitudes Timely market data to make Improve customer Drive increased productivity better decisions: relationships by increasing: by strengthening: The value we • Product adoption deliver Customer retention Employee engagement • • Lifetime value Employee retention • Brand awareness/perception • • Net promoter scores (NPS) New hire conversion rates • Customer usage and attitudes • • (new opportunities) Satisfaction (CSAT) Workplace inclusion • •


World-class product-led growth motion seeds sales GTM PRODUCT-LED GROWTH SALES GTM High quality customer base Proven expansion vectors PRODUCT LED GROWTH CONVERSIONS TO SALES Organizational 345,000+ customers From enterprises with 40k+ > 1,000 employees 4x 1x 5x >10x Average uplift in account Paid users on a Teams plan 1 in 3 value when a customer converts from product-led Average customer size with Average customer size of two Average customer size of growth to sales-assisted one product products vs. one product three products vs. one product Organizational customer 107% net retention rate Multi-seat product net Sales-assisted customers % % retention rate with one product today 119 94 Data as of Q3’21. See appendix for detailed definitions “Teams Plan” refers to SurveyMonkey Teams, a multi-user annual plan, primarily used by small groups, collaborating on feedback management See appendix for detailed definitions of bookings and product count


Product-led growth to sales-assisted motion FORTUNE 100 FORTUNE 100 FORTUNE 500 DIVERSIFIED FINANCIAL SERVICES SOFTWARE TECHNOLOGY COMPANY INSTITUTION COMPANY 2021 | ~$1.5M 2021 | ~$625k 2021 | ~$1.3M 44x 82x 17x Continued expansion in usage Expansion to 2 products Expansion to 3 products Expansion in usage 4x 2019 | ~$1.1M 2019 | ~$350k 2019 | ~$400k Sales customer and Sales customer; Expansion to 2 products expansion to 3 products Expansion in usage Heavy usage of 1 product 2017 | ~$30k 2017 | ~$75k 2017 | <$10k Primarily product-led Historically product-led growth seats Product-led growth only growth seats Converted to sales customer Q4’17 Dollar values represent last twelve-month bookings for each customer 2021 refers to Q2'21, 2019 refers to Q4'19, 2017 refers to Q4’17 See appendix for detailed definitions of bookings and product count


Customers are excited about the future “No one is better positioned than Zendesk and Momentive to help us understand the customer we have today and the Dara Khosrowshahi 300+ customers we want to have tomorrow.” CEO Requests from Momentive customers for deep Zendesk integrations in Q3’21 Customer call quotes “Our customer success infrastructure is increasingly reliant on two companies: Zendesk and Momentive. I can’t wait to see “I can see nothing but good things… it makes a lot Hayden Brown the innovation that comes out of this combination.” of sense.” PRESIDENT, CEO “I have this dream of creating a complete customer listening system… using Zendesk plus “Both Momentive and Zendesk have scaled with Chime since Momentive.” our early days and helped us stay close to customers at every stage of our journey. Now, their combination will help us Ryan King “A combination of Zendesk and Momentive would connect the dots between customer sentiment and interactions FOUNDER, CTO so we can take fast action to improve the experience we offer be great for anybody using either one.” — and turn casual customers into lifetime Chime members.”


Accelerating growth with the customer CUSTOMER INTELLIGENCE intelligence company PRODUCT-LED GROWTH SALES-LED GROWTH


Executing at scale


A different approach to customer service Grounded in customer experience Powerfully easy Open and flexible Data rich Best total cost of ownership


2021 % 32 Q3 revenue growth A year of accelerating 100+ 32% Customers > $1M ARR 29% growth for (Nearly 2x YoY) as of Q3’21 26% 23% Zendesk % 25 ARR of customers on Suite (85% of new business ARR) >2,500 Companies joined our Last 4 quarters YoY revenue growth Q4'20 Q1'21 Q2'21 Q3'21 startups program YTD


2021 Alignment and execution driving growth Product GTM alignment execution Scaled global ● ● New Suite Scaled SMB & commercial machine ● ● Enterprise focus Beyond inbound: Outbound, Partners ● Conversational CRM ● Complete enterprise GTM


2021 Delivering on key innovations that customers need Complete Enterprise Conversational service suite maturity CRM Bigger deals Building to scale Strong demand for Messaging 36% YoY ADS growth in Q3 40% YoY growth in customers with more than Fastest growing channel, with 51% growth YoY in Q3 1,000 unique agents provisioned Net retention increasing Great entry point 122% in Q3, 10 points higher YoY Open, flexible ecosystem $11.3B TAM available outside of service through 73% of 1,000+ employee segment installed a messaging (in 2025) Broad product usage marketplace app 58% of Suite customers (in Q3) use three or more Adoption accelerating key capabilities Simplifying complexity Q4 LAUNCHES All customers begin with messaging • AI-powered agent tools • • Intelligent triage • Customizable self-service


2022 Product investments that will unlock growth Enterprise Conversational CRM Product Capabilities to Grow Market Reach Building now for the future of CX AI & ML Sunshine platform


2022 CONVERSATIONAL CRM 2022 ENTERPRISE INVESTMENTS Customers with 1,000+ unique provisioned agents Capabilities to 70 grow market reach More and more large agent functionality 52.5 • Actionable workforce engagement reporting • Intelligent workflow management • Advanced staff and license management 35 Customizability to meet Enterprise needs • Flexible agent workspace 17.5 • Easily integrate into any system • Bring all data into your workflow 0 Security fit to grow further in Finance, 2016 2017 2018 2019 2020 2021 Healthcare, and Government • Granular roles and permissions Based on the count of distinct email addresses provisioned • Change and access audit logs as agents or administrators on Zendesk Support or Suite. • Industry leading customer data control


2022 CONVERSATIONAL CRM Building now for the future of CX Messaging is not just about a new channel, it's about a new conversational CRM experience Building for this new paradigm is hard, yet those who try to bolt it on will lose customers Next year, we're building out • Extensive CPaaS capabilities • Sophisticated AI for all customers • Easy management of multi-channel, multi-session customer engagement


AI PLATFORM Investing in an intelligent, Sunshine extensible foundation Platform • Powers enterprise capabilities • Lynchpin of service products, sales products, and future integrations • Embedded into Suite plans AI & ML • Powers chatbots and conversational flows • Embedded throughout core use cases • Accelerated by Cleverly.ai acquisition


Zendesk + Momentive


Accelerating growth with the customer CUSTOMER INTELLIGENCE intelligence company PRODUCT-LED GROWTH SALES-LED GROWTH


Building on a shared history of PRODUCT-LED GROWTH product-led growth PRODUCT SELF-SERVE INTEGRATION GROWTH


SELF-SERVE GROWTH Cross-selling across bases 35% YoY Growth in Zendesk self-serve bookings in Q3 Setup Surveys & Feedback Zendesk has over 100,000 customers that buy online, Momentive has 335,000.


NEAR TERM OPPORTUNITIES Product integration That solved my issue ACME On average, Zendesk customers send out more than two million surveys a day.


NEAR TERM OPPORTUNITIES Product integration Customer insight Aggregated scores based on survey and VOC participation over time. Intelligent suggestions Review data and manually create tickets based on Automated individual survey comments. ticket creation Dynamically generated based on survey results. Survey participation Get a quick snapshot of survey completion.


THE START OF CUSTOMER INTELLIGENCE Product integration Customer AI-powered segmentation recommendations Slice and dice your user Get recommendations that base to uncover granular enable businesses to trends, insights, and proactively get ahead of recommendations. emerging trends. Experience Customer scores sentiment Gauge the overall experience that your business provides Understand what your customers and how it’s trending. customers think and feel about key parts of your business.


Customer intelligence: from insights to action CUSTOMER INTELLIGENCE


INTRODUCING Customer intelligence Connect insights to action for more meaningful customer relationships Listen to your customers Collect critical information about customers needs, experiences and expectations Develop a rich picture Combine all customer data, with real time market research and insights for the context you need to truly understand Act on insights Empower teams to take action by connecting real intelligence to the people and systems that drive change in the business



ZENDESK + MOMENTIVE Unlocking powerful use cases across every department For CX: Improve customer loyalty and retention with real-time feedback that enables your team to take action immediately REVENUE AGILITY For Marketing: Get more targeted with your marketing and EFFICIENCY proactively engage customers with what they really want COST For Sales: Connect sales to potential opportunities in real time and NPS assess your customer engagement at every touchpoint to fuel growth CSAT For Product: Understand customer satisfaction with each part of the product, LOYALTY inform planning effort and resolve open issues with customers in hours not months. CHURN ENGAGEMENT For HR: Understand and act on employee sentiment to improve employee retention



Expanding opportunities


WE HAVE ACCELERATED OUR GROWTH IN 2021 Our key strategies propel our growth and scale Enterprise Product Accelerating our Making the GTM motions complex easy


BY THE NUMBERS 100+ Customers with $1M+ Accelerating ARR as of Q3'21 enterprise % 36 100+ YoY increase in average growth deal size as of Q3'21 % 10 YoY increase in average contract length as of Q3’21 % 84 of new Enterprise customers* Number of customers purchase Zendesk Suite since launch with >$1M ARR Q3'18 Q3'19 Q3'20 Q3'21 *Customer accounts with >$250K ARR


Our journey to accelerating $250K+ ARR as % 37 growth in the enterprise % of total ARR Strategic investments across our % 20 global GTM org is paying off Global leadership Customer success Account executives Business development Solution consultants Field marketing Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 '18'18'18'18'19'19'19'19'20'20 20 '20'21'21'21 Professional services Sales strategy and operations Partner sales increase in GTM people 3x from 2018 to 2021 ~


Our journey to accelerating growth in the enterprise Rich GTM motions and product capabilities yields successful transformational engagements • Deep GTM vertical expertise • Enterprise product capabilities • Robust partner ecosystem • Transformational implementations


Transformational engagements are here to stay % Partners are Over 60 of large Enterprise* % engaged in 40 of deals are outside customers stay our enterprise* deals of the US longer with low C/C *ARR > $250k Percentages as of this year


Zendesk Suite unlocks greater enterprise growth Benefits to the enterprise • Broader product capabilities • Faster time to customer value of new Enterprise customers* % 84 purchase Zendesk Suite average customer upsell when % Suite promotes higher average deal sizes migrating to Suite since launch 20 ~ and better customer retention for Zendesk *Customer accounts with ARR > $250k Suite launched in Q1 2021


Commercial and SMB segments remain a strong growth engine Strong combined growth of 34% YoY in book of business COMMERCIAL Attracted to simplicity and fast time to value Digital natives + growing with Zendesk Healthy appetite for innovation and growth Fuel experimentation STARTUPS/SMB through to the enterprise


Zendesk + Momentive


Our key strategies propel our growth and scale Customer intelligence From insights Enterprise Product to action Accelerating our Making the GTM motions complex easy


Building on Zendesk’s strength in sales-led growth SALES-LED GROWTH CROSS SELL INTERNATIONAL ENTERPRISE OPPORTUNITIES EXPANSION REACH


DEEPER CUSTOMER UNDERSTANDING NPS CROSS SELL OPPORTUNITIES Customer satisfaction (CSAT) Sentiment analysis Providing the SMARTER MARKETING Brand tracking intelligence Zendesk Competitive Intel customers are Consumer insights looking for MORE EFFICIENT SELLING Account health pulse Qualification Event feedback BUILDING BETTER PRODUCTS Concept testing Product feedback Price sensitivity Momentive offers rich capabilities we can sell MEETING EMPLOYEE NEEDS immediately into Zendesk’s 100K+ customer base Employee Pulse Benchmarking Workplace equity and inclusion


CROSS SELL OPPORTUNITIES Enhancing the customer experience value in the Enterprise sales assisted customers % 85 are not yet on Zendesk of Fortune 500 are % 95 Momentive customers Zendesk adds a robust system of action and experience capabilities to Momentive’s 345,000+ customer base


INTERNATIONAL EXPANSION Expand Momentive capabilities further into global markets Zendesk’s sales team 6x size vs Momentive’s Zendesk’s sales team % 50 outside the US Our large combined team will operate Zendesk’s revenue at scale to realize Momentive’s % 50 outside the US untapped global opportunity


INTERNATIONAL EXPANSION Expand Momentive capabilities further into global markets Zendesk’s sales team 6x size vs Momentive’s Zendesk’s sales team % 50 outside the US Our large combined team will operate Zendesk’s revenue at scale to realize Momentive’s % 50 outside the US untapped global opportunity


Accelerating growth with the customer intelligence company CUSTOMER INTELLIGENCE REVENUE SYNERGIES 2023: ~$55M PRODUCT-LED GROWTH 2024: ~$150M 2025: ~$275M SALES-LED GROWTH



ENTERPRISE REACH | ZENDESK + MOMENTIVE We unlock conversations across the entire organization - within Unlocking powerful use cases across Customer, Marketing, Sales, every department with the customer Product and HR departments intelligence company For CX: Improve customer loyalty and retention with real-time feedback that enables your team to take action immediately REVENUE AGILITY For Marketing: Get more targeted with your marketing and EFFICIENCY proactively engage customers with what they really want COST For Sales: Connect sales to potential opportunities in real time and NPS assess your customer engagement at every touchpoint to fuel growth CSAT For Product: Understand customer satisfaction with each part of the product, LOYALTY inform planning effort and resolve open issues with customers in hours not months. CHURN ENGAGEMENT For HR: Understand and act on employee sentiment to improve employee retention


Delivering results


TOTAL REVENUE ($M) $1,332 Consistently strong growth $1,030 since IPO Outstanding long term track $816 record of sustainable growth % 40 CAGR since IPO $599 2014-2021 $430 $313 $209 $127 76% 64% 50% 38% 39% 36% 26% 29% 2014 2015 2016 2017 2018 2019 2020 2021 EST. YoY GROWTH 2021 is based on the mid-point of our latest guidance of $1,329M-1,335M, provided with the Q3 2021 earnings release


WE HAVE ACCELERATED OUR GROWTH IN 2021 Our key strategies propel our growth and scale Enterprise Product Accelerating our Making the GTM motions complex easy


PRODUCT: MAKING THE COMPLEX EASY SUITE REST OF ARR Strong Suite adoption by new and existing customers 36% Q3 YoY increase in ADS 25% ~20% 16% average customer upsell when migrating to Suite 7% since launch Q1 ‘21 Q2 ‘21 Q3 ‘21 Suite launched in Q1 2021


Strong momentum in 125% % 122 Net Expansion Rate 120% Strength in customer expansions and churn and contraction as more customers adopt Suite and we win 115% more enterprise customers 110% 105% 100% Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 '18'18'18'18 19 '19'19'19'20'20'20'20'21'21'21


ACCELERATING OUR GTM MOTION Acceleration in large customer wins $1M+ ARR customers $250K+ ARR as % of total ARR % 37 100+ $0 $53 $46 $37 % 20 $33 25+ $0 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 '18'18'18'18'19'19'19'19'20'20 20 '20'21'21'21 '18'18'18'18'19'19'19'19'20'20 20 '20'21'21'21


Strong ST RPO LT RPO $1,167 RPO growth $1,130 $1,002 $925 $384 As we sign customers $378 $800 $322 to larger contracts with $298 $713 $673 % longer commitments $240 10 $205 $184 Q3 YoY increase in average contract $783 $752 $680 length $627 $560 $508 $489 Q1’20 Q2’20 Q3’20 Q4’20 Q1’21 Q2’21 Q3’21 YoY growth Total RPO 53% 36% 43% 44% 49% 58% 46% ST RPO 41% 30% 39% 36% 39% 48% 40% LT RPO 94% 51% 56% 65% 75% 84% 60%


OUR PREVIOUS GROWTH GOAL $3B+ revenue $3.1B by 2025 The long-term goal we laid out in February 2021 % $1.0B 25 2021-2025 CAGR 2020 2021 2022 2023 2024 2025 Compound Annual Growth Rate: (End Value/Start Value)^(1/Years) - 1


YEAR 1 SCORECARD OF OUR $3B+ GROWTH GOAL Already exceeding revenue and cash flow Free cash flow acceleration Revenue acceleration % % 29.4 11 % YoY growth Free cash 25.5 flow margin YoY growth % 7 ~53M Free cash % 57 increase flow margin $1,329- $1,280- $140-150M $1,335M $1,305M $1,332M at mid-point $1,293M at mid-point $85-100M 2021 FREE INCREASE 2021 FREE 2021 REVENUE 2021 REVENUE CASH FLOW IN 2021 CASH FLOW based on Q1 2021 guidance based on Q3 2021 guidance GUIDANCE based on Q1 2021 guidance based on Q3 2021 guidance YoY revenue growth is calculated based on the midpoint of guidance. Free cash flow equals net cash provided by operating activities, less purchases of property and equipment and internal-use software development costs. Free cash flow margin equals free cash flow divided by revenue, based on guidance midpoint for revenue and free cash flow.


OUR STRATEGIES AND EXECUTION ARE DELIVERING REVENUE PATH NOW Increasing REVENUE PATH AS OF EARLY 2021 confidence in $3.4B achieving even 26% 2021-2025 higher goals CAGR now $3.1B 25% 2021-2025 CAGR before $1.3B 2021 2022 2023 2024 2025 This slide represents Zendesk on a stand-alone basis Compound Annual Growth Rate: (End Value/Start Value)^(1/Years) - 1


SIGNIFICANT RUNWAY FOR GROWTH AHEAD OF US Zendesk to continue to outpace addressable market by 2x CSS AND CONTACT CENTER SALES CPAAS + MESSAGING $85B + INTERNAL HELP DESK 26% 2021-2025 $22B Zendesk 31% revenue 2018-2021 $53B CAGR $18B Zendesk $8B revenue $33B CAGR $13B 13% $10B 2021-2025 $45B 17% TAM $31B CAGR $23B 2018-2021 TAM CAGR 2018 2021 2025 Sources: CSS + Contact Center, Sales, and Internal Help Desk: IDC Semiannual Software Tracker 2H20 Forecast CPaaS + Messaging: IDC Worldwide Communications Platform as a Service Forecast, 2021-2025 Note: numbers may not add up due to rounding Compound Annual Growth Rate: (End Value/Start Value)^(1/Years) - 1


Significant TAM expansion with the addition of Momentive $81B ~$165B 2025 TAM $30B THE CUSTOMER INTELLIGENCE COMPANY $26B $25B MARKET RESEARCH + INSIGHTS $85B $22B VOICE OF EMPLOYEE $18B SURVEYS + VOICE $45B OF CUSTOMER CPAAS + MESSAGING + SALES The customer CSS AND CONTACT CENTER + INTERNAL HELP DESK intelligence company Sources: CSS + Contact Center, Sales, and Internal Help Desk: IDC Semiannual Software Tracker 2H20 Forecast CPaaS + Messaging: IDC Worldwide Communications Platform as a Service Forecast, 2021-2025 Surveys + Voice of Customer: IDC Worldwide Customer Intelligence and Analytics Applications Software Forecast, 2021-2025 Voice of Employee: IDC Worldwide and U.S. Employee Experience Software and Services Forecast, 2021-2025 Market Research + Insights: internal Zendesk and Momentive estimates Note: numbers may not add up due to rounding


Accelerating growth with the customer intelligence company CUSTOMER INTELLIGENCE REVENUE SYNERGIES 2023: ~$55M PRODUCT-LED GROWTH 2024: ~$150M 2025: ~$275M SALES-LED GROWTH


Accelerating ZENDESK $4.6B MOMENTIVE our growth MOMENTIVE 2021 Momentive acquisition enables SYNERGIES us to accelerate our growth 27% rate at greater scale 2021-2025 combined CAGR $3.4B 26% 2021-2025 stand-alone $1.3B CAGR 2021 is based on Zendesk's latest guidance of FY 2021 revenue of $1,329-1,335M, provided with the Q3 2021 earnings release; based on Momentive's 2021 2022 2023 2024 2025 guidance of FY 2021 revenue of $443-447M, provided on 08/04/2021 with the Q2 earnings release


Our long term model goal Continuing to scale our business with disciplined financial management 2021 Zendesk 2025 Zendesk + Long term guidance Momentive goal goal NON-GAAP % % % ~82 82-83 83-84 GROSS MARGIN NON-GAAP % % % ~7.5 14-16 20+ OPERATING MARGIN For non-GAAP gross margin and operating margin, refer to appendix for non-GAAP reconciling items. 2021 Zendesk non-GAAP gross margin and operating margin percentages represent margin guidance for fiscal year 2021.


OUR INITIAL 2022 GUIDANCE - ZENDESK ON A STAND-ALONE BASIS Strong stand-alone GUIDANCE revenue growth supported by REVENUE investment $1.675 - $1.705B NON-GAAP OPERATING MARGIN % ~7.5


Accelerating growth with the customer CUSTOMER INTELLIGENCE intelligence company PRODUCT-LED GROWTH SALES-LED GROWTH





Appendix


About Zendesk Zendesk started the customer experience revolution in 2007 by enabling any business around the world Zendesk does not provide a reconciliation of its non-GAAP operating margin guidance to GAAP to take their customer service online. Today, Zendesk is the champion of great service everywhere for operating margin for future periods beyond the current fiscal year because Zendesk does not provide everyone, and powers billions of conversations, connecting more than 100,000 brands with hundreds of guidance on the reconciling items between GAAP operating margin and non-GAAP operating margin for millions of customers over telephony, chat, email, messaging, social channels, communities, review sites such periods, as a result of the uncertainty regarding, and the potential variability of, these items. The and help centers. Zendesk products are built with love to be loved. The company was conceived in actual amount of such reconciling items will have a significant impact on Zendesk’s non-GAAP operating Copenhagen, Denmark, built and grown in California, taken public in New York City, and today employs margin and, accordingly, a reconciliation of GAAP operating margin to non-GAAP operating margin more than 5,000 people across the world. Learn more at www.zendesk.com. guidance for such periods is not available without unreasonable effort. About non-GAAP financial measures Zendesk’s disclosures regarding its expectations for its non-GAAP gross margin include adjustments to its expectations for its GAAP gross margin that exclude share-based compensation and related expenses in Zendesk’s cost of revenue, amortization of purchased intangibles primarily related to developed To provide investors and others with additional information regarding Zendesk’s results, the following technology, and acquisition-related expenses. The share-based compensation and related expenses non-GAAP financial measures were disclosed: non-GAAP gross profit and gross margin, non-GAAP excluded due to such adjustments are primarily comprised of the share-based compensation and related operating expenses, non-GAAP operating income (loss) and operating margin, non-GAAP net income expenses for employees associated with Zendesk’s infrastructure and customer experience (loss), non-GAAP net income (loss) per share, basic and diluted, free cash flow, and free cash flow organization. margin. Zendesk does not provide a reconciliation of its non-GAAP gross margin guidance to GAAP gross margin Zendesk provides disclosures regarding its free cash flow, which is defined as net cash from operating for future periods because Zendesk does not provide guidance on the reconciling items between GAAP activities, plus repayment of convertible senior notes attributable to debt discount, less purchases of gross margin and non-GAAP gross margin, as a result of the uncertainty regarding, and the potential property and equipment and internal-use software development costs. Free cash flow margin is variability of, these items. The actual amount of such reconciling items will have a significant impact on calculated as free cash flow as a percentage of total revenue. Zendesk uses free cash flow, free cash Zendesk’s non-GAAP gross margin and, accordingly, a reconciliation of GAAP gross margin to non-GAAP flow margin, and other measures, to evaluate the ability of its operations to generate cash that is gross margin guidance for the period is not available without unreasonable effort. available for purposes other than capital expenditures and capitalized software development costs. Zendesk believes that information regarding free cash flow and free cash flow margin provides investors Zendesk uses non-GAAP financial information to evaluate its ongoing operations and for internal with an important perspective on the cash available to fund ongoing operations. planning and forecasting purposes. Zendesk’s management does not itself, nor does it suggest that investors should, consider such non-GAAP financial measures in isolation from, or as a substitute for, Zendesk has not reconciled free cash flow guidance to net cash from operating activities for the year financial information prepared in accordance with GAAP. Zendesk presents such non-GAAP financial ending December 31, 2021 because Zendesk does not provide guidance on the reconciling items measures in reporting its financial results to provide investors with an additional tool to evaluate between net cash from operating activities and free cash flow, as a result of the uncertainty regarding, Zendesk’s operating results. Zendesk believes these non-GAAP financial measures are useful because and the potential variability of, these items. The actual amount of such reconciling items will have a they allow for greater transparency with respect to key metrics used by management in its financial and significant impact on Zendesk’s free cash flow and, accordingly, a reconciliation of net cash from operational decision-making. This allows investors and others to better understand and evaluate operating activities to free cash flow for the year ending December 31, 2021 is not available without Zendesk’s operating results and future prospects in the same manner as management. unreasonable effort.


Zendesk’s management believes it is useful for itself and investors to review, as applicable, both GAAP Zendesk’s dollar-based net expansion rate provides a measurement of our ability to increase revenue information that may include items such as share-based compensation and related expenses, across our existing customer base through expansion of authorized agents associated with a logo, amortization of debt discount and issuance costs, amortization of purchased intangibles, acquisition- upgrades in subscription plans, and the purchase of additional products as offset by contraction and related expenses, loss on early extinguishment of debt, and real estate impairments, and the non-GAAP churn in authorized agents associated with a logo, and downgrades in subscription plans. Zendesk does measures that exclude such information in order to assess the performance of Zendesk’s business and not currently incorporate operating metrics associated with its legacy analytics product, its legacy for planning and forecasting in subsequent periods. When Zendesk uses such a non-GAAP financial Outbound product, its legacy Starter plan, its legacy Sell product, legacy Sunshine Conversations, its measure with respect to historical periods, it provides a reconciliation of the non-GAAP financial measure legacy Smooch product, free trials, or other free services into its measurement of dollar-based net to the most closely comparable GAAP financial measure. expansion rate. Dollar-based net expansion rate is based upon our annual recurring revenue for a set of logos on Zendesk’s products. Annual recurring revenue is determined by multiplying monthly recurring When Zendesk uses such a non-GAAP financial measure in a forward-looking manner for future periods, revenue by 12. and a reconciliation is not determinable without unreasonable effort, Zendesk provides the reconciling information that is determinable without unreasonable effort and identifies the information that would Monthly recurring revenue is a legal and contractual determination made by assessing the contractual need to be added or subtracted from the non-GAAP measure to arrive at the most directly comparable terms, as of the date of determination, as to the revenue we expect to generate in the next monthly GAAP measure. Investors are encouraged to review the related GAAP financial measures and the period, assuming no changes to the subscription and without taking into account any usage above the reconciliation of these non-GAAP financial measures to their most directly comparable GAAP financial subscription base, if any, that may be applicable to such subscription. Zendesk excludes the impact of measure as detailed above. revenue that it expects to generate from fixed-term contracts that are each associated with an existing account, are solely for additional temporary agents, and are not contemplated to last for the duration of About operating metrics the primary contract for the existing account from its determination of monthly recurring revenue. Zendesk additionally excludes the impact of accounts that are free-trial accounts that did not result in Zendesk reviews a number of operating metrics to evaluate its business, measure performance, identify paid subscriptions, and temporary coupons, such as short-term discounts that were applied to certain trends, formulate business plans, and make strategic decisions. These include compound annual growth accounts due to the COVID-19 pandemic, from its annual recurring revenue. Monthly recurring revenue is rate (CAGR), the number of logos, net expansion rate, annual recurring revenue, and the percentage of not determined by reference to historical revenue, deferred revenue, or any other United States its annual recurring revenue from customers with more than $250,000 in annual recurring revenue. generally accepted accounting principles, or GAAP, financial measure over any period. Zendesk's number of logos is a consolidation of paid customer accounts across our solutions, exclusive Zendesk calculates its dollar-based net expansion rate by dividing the retained revenue net of of Zendesk's legacy Starter plan, free trials, or other free services, as of the end of the period. A paid contraction and churn by Zendesk’s base revenue. Zendesk defines its base revenue as the aggregate customer account is one individual billing relationship for subscription to our services. Zendesk annual recurring revenue across its products from logos as of the date one year prior to the date of calculates its logo number by consolidating paid customer accounts that share common corporate calculation. Zendesk defines the retained revenue net of contraction and churn as the aggregate annual information as a single organization or customer may have multiple paid customer accounts across its recurring revenue across its products for the same customer base included in the measure of base solutions to service separate subsidiaries, divisions, or work processes. As of September 30, 2021, revenue at the end of the annual period being measured. Zendesk had approximately 111,800 logos. Zendesk does not currently include in its logo metric logos Zendesk does not currently incorporate operating metrics associated with its legacy analytics product, its associated with its legacy analytics product, its legacy Outbound product, its legacy Starter plan, its legacy Outbound product, its legacy Starter plan, Sell, Sunshine Conversations, its legacy Smooch legacy Sell product, legacy Sunshine Conversations, its legacy Smooch product, free trials, or other free product, free trials, or other free services into its measurement of dollar-based net expansion rate. services. We may from time to time refer to customers or brands in our publicly-available disclosures, each of which refers to our number of logos.


For a more detailed description of how Zendesk calculates its dollar-based net expansion rate, please refer to Zendesk’s periodic reports filed with the Securities and Exchange Commission. Zendesk’s percentage of annual recurring revenue that is generated by customer accounts with more than $250,000 in annual recurring revenue is determined by dividing the total annual recurring revenue from customer accounts with more than $250,000 in annual recurring revenue from our products other than Sell and Sunshine Conversations as of the measurement date by the total annual recurring revenue for all customer accounts from our products other than Sell and Sunshine Conversations as of the measurement date. Zendesk determines the customer accounts with $250,000 in annual recurring revenue as of the measurement date based on the annual recurring revenue of a customer account at the measurement date. A “customer account” is based on an identifier tracked in our internal sales system as a separate and distinct buying entity. Zendesk determines its bookings as the incremental additional annual recurring revenue from contracts that were entered into during the referenced fiscal quarter. Zendesk determines its net bookings as bookings less any annual recurring revenue lost from contracts which have not been renewed or a decrease in the level of paid services with our solutions over the referenced fiscal quarter. Zendesk's annual revenue run rate is based on its revenue for the most recent applicable quarter. Zendesk annualizes such results to estimate its annual revenue run rate by multiplying the revenue for its most recent applicable quarter by four. Zendesk's annual revenue run rate is not a comprehensive statement of its financial results for such period and should not be viewed as a substitute for full annual or interim financial statements prepared in accordance with GAAP. In addition, Zendesk's revenue for the most recent applicable quarter or annual revenue run rate are not necessarily indicative of the results to be achieved in any future period. Zendesk determines its average deal size by dividing the annual recurring revenue from bookings for our products other than Sell and Sunshine Conversations in a quarter by the number of deals that were entered into during that quarter. ZENDESK and the stylized Z logo are registered trademarks owned by Zendesk, Inc. For a more complete list of Zendesk’s trademarks, service marks, service or trade names, logos or other designations of Zendesk, please visit https://www.zendesk.com/company/trademark-property/ trademarks/.


Momentive metrics definitions Number of Products (In the Context of a Momentive Customer) A Momentive customer is defined as having one product if the trailing 12-month bookings within a Active User particular Product Line (Surveys, Customer Experience, Market Research, Apply / Techvalidate / Engage) Momentive defines an active user as someone who has registered an account with Momentive or is greater than $0. The same methodology is applied to determine Momentive customers with two logged in to their account in the last year. products, three products, and four products. Average Uplift From Converting a Product-Led Growth Customer to a Sales-Assisted Customer Organizational Customer The analysis is based on quarterly revenue data from the Surveys product and calculated on a per As of September 30, 2021, over 90% of Momentive’s trailing 12-month bookings were from domain basis. Data is filtered to only include domains that had self-serve revenue in the four quarters organizational domain-based Momentive customers, which are Momentive customers who register with preceding the sales-assisted deal and domains with sales-assisted revenue over the following four Momentive using an email account with an organizational domain name, such as @momentive.ai, but quarters greater than or equal to $5,000. Momentive calculates this metric as of a period end for the excludes Momentive customers with email addresses hosted on widely used domains such as @gmail, entire cohort based on the sum of the self-serve and sales-assisted revenue for the four quarters @outlook or @yahoo. inclusive of the quarter of when the sales-assisted deal closes for each sales-assisted customer divided Organizational Customer Dollar-Based Net Retention Rate (NRR) by the last four quarters of revenue from the self-serve business preceding the quarter when the sales- As of September 30, 2021, over 90% of Momentive’s trailing 12-month bookings were from assisted deal closed. organizational domain-based Momentive customers, which are Momentive customers who register with Bookings us using an email account with an organizational domain name, such as @momentive.ai, but excludes Momentive calculates bookings as the sum of the monthly and annual contract values for contracts Momentive customers with email addresses hosted on widely used domains such as @gmail, @outlook sold during a period for Momentive’s monthly and annual customers, respectively. or @yahoo. Momentive calculates bookings as the sum of the monthly and annual contract values for contracts sold during a period for Momentive’s monthly and annual customers, respectively. Momentive Most Recent Quarter (MRQ) Growth calculates organizational dollar-based net retention rate as of a period end by starting with the trailing 12 Year-over-year revenue growth in the most recently reported fiscal quarter. months of bookings from the cohort of all organizational domain-based Momentive customers as of the Multi-Seat Products Dollar-Based Net Retention Rate (NRR) 12 months prior to such period end (“Prior Period Bookings”). Momentive then calculates the trailing 12 Momentive calculates Multi-Seat Products NRR as of a period end by starting with the trailing 12 months months of bookings from these same Momentive customers as of the current period end (“Current of bookings from the cohort of all organizational domain-based customers as of the 12 months prior to Period Bookings”). Current Period Bookings includes any upsells and is net of contraction or attrition, but such period end (“Prior Period Bookings”). Momentive then calculates the trailing 12 months of excludes bookings from new domain-based Momentive customers in the current period. Momentive then bookings from these same customers as of the current period end (“Current Period Bookings”). Current divides the total Current Period Bookings by the total Prior Period Bookings to arrive at the Period Bookings includes any upsells and is net of contraction or attrition, but excludes bookings from organizational dollar-based net retention rate. new domain-based customers in the current period. Prior Period Bookings and Current Period Percentage of Sales-Assisted Customers with One, Two, or Three Products Bookings are calculated excluding bookings from Momentive’s Market Research self-serve products, A sales-assisted Momentive customer, being a Momentive customer sold through Momentive’s sales and excluding bookings from organizational domain-based customers with individual user products team, is defined as having one product if the trailing 12-month bookings within a particular Product Line (individual annual and monthly single user plans) where the individual user product was the only (Surveys, Customer Experience, Market Research, Apply / Techvalidate / Engage) is greater than $0. The product within an organizational domain or where it didn’t result in a downgrade or upgrade. same methodology is applied to determine Momentive customers with two products, three products, and Momentive then divides the total Current Period Bookings by the total Prior Period Bookings to arrive four products. Momentive calculates the total number of Momentive customers which satisfy each at the Multi-Seat Products dollar-based net retention rate. respective product count cohort and divide that figure by the total sales-assisted Momentive customers across all cohorts to arrive at a percentage of sales-assisted Momentive customers with one, two, three, or four products.


Paid User An individual Momentive customer of Momentive’s survey platform or form-based application, a seat within a SurveyMonkey Enterprise deployment or a subscription to one of Momentive’s purpose-built solutions. One person would count as multiple paying users if the person had more than one paid license at the end of the period. For example, if an individual paying user also had a designated seat in a SurveyMonkey Enterprise deployment, Momentive would count that person as two paying users. Sales-Assisted Customer Momentive customers sold through Momentive’s sales team. Revenue Run Rate Momentive’s most recently reported quarter revenue, multiplied by four.