Profitability, Innovation, and Scale: A Look Back at Certinia’s Record-Breaking 2025

As 2025 comes to a close we wanted to provide our recap of the great accomplishments Certinia achieved this record-breaking year in our company’s history.

From hitting profitability and launching our first AI agents, to expanding our global footprint and celebrating key customer and partner wins, here’s a closer look at the milestones that defined our year.

Setting a New Standard for Profitable Growth

Our momentum reached new heights in 2025, as we achieved back-to-back record sales years. More importantly, we’ve grown responsibly. We are now a Rule of 40 business, achieving profitability on an annual basis while delivering strong SaaS fundamentals, including healthy growth and retention, with a net retention rate over 105% and the highest Net Promoter Score (NPS) in company history, achieved this year.

We also set a higher bar for operational scale. We reached more than two million active users. Our customers completed more than 200 million timecard operations, refreshed or created 416 million skills, and produced close to two million services estimates.

Empowering Teams with Agentic AI and Unified Customer Insights

This year brought a leap forward in product innovation with the debut of our first AI agents. Announced in our Summer 2025 Release, our new Staffing Agent shortens the time it takes to assign the right people to the right work by turning complex staffing steps into a simple conversation, while the Customer Success Agent equips pooled CS teams with concise account insights, suggested actions, and ready-to-send communications. Our latest Winter 2026 Release introduced the new Project Assistant Agent, designed to help project managers identify risks and take action instantly.

In addition to the numerous new capabilities and enhancements we made to our solution portfolio in 2025, we also celebrated CS Cloud’s first birthday. Usage surged over the year with a 200% increase in Health Score views, 300% increase in Objectives being set, and 500% increase in Playbooks guiding teams.

Accelerating Innovation Through Global R&D Expansion

We opened a new Research and Development (R&D) hub in Bengaluru, expanding our in-house engineering capacity and deepening our investment in one of the world’s most dynamic tech centers. Working together with our Centers of Excellence in Harrogate, England, and Granada, Spain, this expanded network strengthens our ability to innovate at greater scale and speed.

Validating Market Leadership Through Industry Recognition

2025 was filled with standout recognition from across the industry, reflecting the work our teams, partners, and customers put into elevating services operations worldwide.

We were honored to be named an Inc. Power Partner for the second consecutive year, underscoring our role in helping services businesses operate with confidence and clarity.

We took home the 2025 Salesforce Partner Innovation Award for Business and Professional Services, celebrating the transformative work we’ve achieved alongside PwC.

On the product front, PS Cloud earned New Product of the Year in the 2025 Stevie Awards for Technology Excellence, and we were selected as the Best SaaS Solution for Project Management in the 2025 SaaS Awards.

We also earned a win in PR Daily’s 2025 Content Marketing Awards which recognized the momentum International Services Week has created for the professional services community.

Our CEO DJ Paoni was named Technology Executive of the Year in the 2025 International Business Awards, honoring his vision, leadership, and commitment to guiding Certinia and its customers into the next era of services excellence.

Just in time to close out the year, IDC recognized Certinia has been positioned as a Leader in two IDC MarketScape reports:

1. IDC MarketScape: Worldwide AI-Enabled PSA Applications 2025-2026 Vendor Assessment
2. IDC MarketScape: Worldwide AI-Enabled PSA ERP Applications 2025-2026 Vendor Assessment

We believe this dual recognition validates our core strategy to unify services and finance. The IDC MarketScape reports noting, “Certinia has a product road map filled with AI functionality well into 2027.”

IDC MarketScape vendor analysis model is designed to provide an overview of the competitive fitness of technology and suppliers in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each supplier’s position within a given market. The Capabilities score measures supplier product, go-to-market and business execution in the short-term. The Strategy score measures alignment of supplier strategies with customer requirements in a 3-5-year timeframe. Supplier market share is represented by the size of the icons.

Deepening Our Strategic Partner Ecosystem

This year, we enhanced our Partner Program to drive stronger collaboration and engagement with our partner ecosystem. The modernized engagement experience now gives partners a clearer picture of how they fit into Certinia’s strategy while making collaboration smoother for joint customer support. It also anchors partners more firmly within our long-term vision and rewards their investment in new capabilities as we grow together.

Our alliances with PwC and Salesforce also reached new heights with an expanded deployment of PS Cloud. More than 100,000 PwC users now run on PS Cloud, marking an important milestone in our mission of helping large, globally distributed services teams improve how they operate and deliver.

Shaping the Narrative of the Services Economy

We strengthened our position as the authoritative voice on the trends shaping the services industry. Our 2025 Global Service Dynamics Report revealed critical insights into how AI adoption and platform connectivity are widening performance gaps between PSOs, giving leaders the data they need to understand where their organization stands and what it takes to compete.

We launched the Public Market Pulse Report, a first-of-its-kind analysis examining how CS and net revenue retention (NRR) directly impact the financial performance of publicly traded PSOs. It found that top-performing companies framed CS and NRR as proven drivers of results, which correlated with stronger stock performance.

We shared our vision for the future of autonomous PSA and its potential to unlock a trillion-dollar market opportunity. The paper, authored by our Chief Product and Technology Officer Raju Malthora and Constellation Research’s Ray Wang, explores how AI agents will transform services delivery by automating complex workflows, enabling real-time decision-making, and fundamentally reshaping how professional services organizations operate.

And through International Services Week, we created a global moment for the services community to come together, share ideas, and define the new playbook for orchestrating people, work, and outcomes with AI.

Carrying Momentum into 2026

2025 was a standout year. We introduced powerful new AI capabilities, expanded our global engineering footprint, strengthened key alliances, and hit new levels of scale and performance across our platform. 

Most importantly, we supported millions of people doing the work that drives services businesses forward.

To our customers, partners, and team members around the world, thank you for making 2025 an unforgettable year in our company’s history. 

Here’s to raising the volume even higher in 2026!