Hannah Rudoff

Hannah Rudoff asked about the current state of Pro product pricing and packaging, and if there's still room for optimization, particularly with the MAX program. She also inquired about the timeline to achieve market standard status in commercial now that the end-to-end platform (CRM, construction management) is fully available.

Answer

CFO Dave Sherry stated that pricing has not been fully optimized, with MAX being the beginning of future evolution, currently in pilot to ensure customer success. CEO Ara Mahdessian noted that from a product perspective, ServiceTitan is close to market standard in commercial, but expects it will take at least another year to build branding and reputational strength comparable to residential.

Hannah Rudoff, on for Brent Bracelin, asked how ServiceTitan incentivizes Pro product adoption given that its Core platform is already an end-to-end solution.

Answer

CEO Ara Mahdessian clarified that the Core product provides a standard, comprehensive level of functionality, while Pro products offer the highest level of sophistication for specific workflows. This creates a natural upsell path. President Vahe Kuzoyan added that the strategy is to first deliver significant ROI with the Core product, which earns the company the right to engage customers in conversations about the advanced capabilities of Pro products.

Hannah Rudoff, on behalf of Piper Sandler Companies, asked for an update on the multi-local offering and whether it is still expected to reach 15% of GMV for the year. She also inquired if the ReturnGo acquisition brings AI capabilities applicable to other parts of Global-E's business.

Answer

Co-Founder and President Nir Debbi confirmed there is no change to the multi-local outlook, with the gradual shift to ~15% of GMV still on track and factored into guidance. He explained that ReturnGo possesses AI for return prediction models and suggesting alternatives to refunds, which enhances the post-purchase offering for merchants but is less relevant for other business areas.

Hannah Rudoff, on for Brent Bracelin, asked for confirmation on whether the cross-selling motion into TrueLark's DSO customer base has begun. She also inquired about the extent of remaining investments for the second half of the year after some were accelerated into Q2, and if there were any notable seasonality effects in the payments business.

Answer

CEO Brett White confirmed that the joint go-to-market teams for Weave and TrueLark are actively working together, combining pipelines and engaging with prospects. CFO Jason Christensen stated that the accelerated investments were relatively small and that future spending remains within the company's control, to be evaluated based on performance. Brett White noted no specific seasonality dynamics to highlight for the payments business in Q2.

On behalf of Brent Bracelin, Hannah Rudoff asked about the churn in starter pack customers that led to a net customer count decline and inquired about the company's path to achieving its long-term sales and marketing expense targets.

Answer

CEO Matt Cain explained the churn was expected as it coincided with the one-year anniversary of the low-cost starter packs, with many users now being directed to the more robust free tier. He noted the starter packs were successful in seeding larger deals, with several customers growing to over $100k ARR. He reaffirmed the company's commitment to achieving operating leverage and its profitability targets for the next fiscal year by balancing growth with improved efficiency.

Hannah Rudoff, on for Rishi Jaluria, asked about the adoption of MINDBODY's platform outside of the core eight English-speaking countries and inquired about the timeline for Booker's international expansion.

Answer

CEO Rick Stollmeyer stated that while the software is used in over 100 countries, about 95% of revenue comes from the "English 8," and the company remains focused there to build marketplace density. For Booker to expand internationally, it first needs international payments capabilities, which he noted is a top priority for the team to deliver before the end of the year.