Twilio Inc Overview
Twilio is the reference asset in programmable communications: an API-first infrastructure layer through which businesses send messages, place calls, deliver email, verify identity and, increasingly, orchestrate AI agents. Its structural advantage is the Super Network — direct carrier and inbox-provider interconnection across 180-plus countries — combined with roughly 12 million developers and over 402,000 active customer accounts. That distribution is difficult to replicate and creates genuine switching friction at the code layer. The strategic question is whether Twilio can convert commoditising messaging volume into higher-margin software: contextual data (Segment), identity (Verify, Stytch) and the 2026 Conversations layer. Financially the company has already been transformed — from a USD 1.26 billion net loss in FY2022 to GAAP profitability, USD 945 million free cash flow and USD 3.9 billion of buybacks completed in FY2023–FY2025. The residual risk is margin: carrier pass-through fees structurally cap gross margin near 50 percent, well below software peers.
Twilio Inc. is a Delaware-incorporated, San Francisco-headquartered cloud communications and customer-engagement platform company. It is the largest independent provider of communications platform-as-a-service (CPaaS) globally and, following a three-year restructuring and refocusing programme, became sustainably profitable on a GAAP basis for the first time in FY2025.
The FY2023 and FY2024 figures should be sourced from the respective 10-K human-capital sections before use.
The company's own description (FY2025 Form 10-K, Item 1)
Twilio states that it "envision[s] a world in which every digital interaction is amazing," and that by combining communications capabilities with contextual data and artificial intelligence it provides "the infrastructure for businesses of all sizes to revolutionize how they engage with their customers." The 10-K describes a two-part offering: highly customisable communications APIs allowing developers to embed messaging, voice, email and video into their own applications; and packaged software products addressing specific engagement needs — digital engagement centres, marketing campaigns, and user authentication and identity. Underlying both is the Super Network, described as "a software layer that enables our customers' applications to communicate with devices globally," interconnecting carrier networks and inbox service providers worldwide and "continually analyz[ing] billions of data points to optimize the quality and cost of communications."
By the Q2 2026 release the corporate descriptor had been rewritten: Twilio now positions itself as "the infrastructure for customer engagement in the AI era," combining "global communications, memory, and AI orchestration with identity, governance, and observability." This is a deliberate repositioning from CPaaS vendor to agentic-era infrastructure provider, and it matters for how the market values the multiple.
Independent characterisation
Twilio is best understood as a wholesale telecommunications aggregator wrapped in a developer-experience layer, with a software business bolted on top. Roughly 57 percent of FY2025 revenue came from Messaging alone, a business whose direct cost is a pass-through of carrier termination fees the company does not control. That is the central tension in the equity story: revenue scale is impressive, but the gross margin profile (48.9 percent GAAP in FY2025, 50.5 percent non-GAAP) is telecom-adjacent rather than software-like, and management has guided that incremental US carrier fees will compress FY2026 non-GAAP gross margin by approximately 200 basis points versus FY2025.
The value-chain position is intermediary. Twilio sits between mobile network operators, inbox service providers and OTT channel owners (WhatsApp, RCS, Apple Messages for Business) on one side, and application developers, ISVs and enterprises on the other. Its economic moat derives from (i) carrier interconnection density and regulatory registrations built over 18 years, (ii) deliverability and routing intelligence that is genuinely hard to replicate, (iii) developer mindshare and API-level lock-in, and (iv) increasingly, a data and identity layer that raises the cost of switching above the level of a simple SMS gateway swap.
Revenue model
The FY2025 10-K states plainly that "the majority of our revenue is usage-based," and identifies this as a specific risk relative to subscription-led peers: usage revenue is exposed to consumer activity and general sentiment and "may be more immediately and severely impacted by adverse macroeconomic conditions." Seasonality is real — Q4 revenue is elevated by consumer commerce activity.
Go-to-market
Three motions, per the FY2025 10-K: self-service (developer-led, credit-card or prepaid draw-down, supported by documentation and AI-assisted help); sales-led (direct enterprise field sales with solution engineers, value-based discovery and technical proof of concept); and partner-led (ISVs, systems integrators, consultancies and resellers). In Q4 2025 self-serve revenue grew 28 percent year on year and ISV revenue 26 percent — evidence that the lower-cost motions are carrying growth. Deals of USD 500,000 or more rose 36 percent year on year in Q4 2025 and multi-product customer count grew 26 percent.
Customer base and end-markets
Over 402,000 active customer accounts as of 31 December 2025 (up from over 325,000 at 31 December 2024), spanning small and medium businesses through Fortune 500 enterprises. Concentration is low: in Q3 2025 the ten largest active customer accounts generated an aggregate 9 percent of total revenue (Q3 2024: 10 percent). End-markets served include financial services and fintech, retail and e-commerce, healthcare (Twilio signs HIPAA business associate agreements), technology and SaaS, travel and hospitality, logistics, telecommunications, media and public sector. Twilio published research in July 2026 on government citizen engagement, indicating an active public-sector motion.
Strategy
Stated strategy (FY2025 Form 10-K, verbatim thematic headings)
The 10-K sets out five strategic pillars under a stated aim that is "rooted in streamlining our platform and delivering a trusted, intuitive customer experience," with the Twilio platform "serving as the foundational infrastructure layer that embeds communications, contextual data, and AI in one place":
- One Platform to Enable Amazing Customer Engagement — harnessing communication channel offerings, global scale, developer loyalty and contextual data assets into "a single cohesive platform for frictionless, context-driven interactions through trust at scale, simplified complexity, and smart engagement," including pre-built solutions, integrations and cross-channel orchestration.
- Winning in Customer Data — capitalising on communications data and contextual consumer insights to fuel more effective marketing, sales and support.
- Enabling and Leveraging AI — investing in AI-enabled products for customers and internal applications for operational efficiency, and "partnering with AI companies, capitalizing on the value of our communications capabilities for building AI solutions."
- Efficient Go-to-Market Execution — bolstering ISV and partner relationships, improving self-service, cross-selling and international expansion.
- Driving Operating Leverage Across our Business — simplifying, modernising and automating business processes, introducing AI into internal operations, enhancing fiscal discipline and workforce planning.
Strategic initiatives announced in the last 24 months
Management's medium-term financial targets
The magnitude of the August 2026 guidance raise — four percentage points on reported revenue growth and 3.0 to 3.5 points on organic growth, in a single quarter — is exceptional and reflects both genuine AI-voice demand and a larger-than-expected carrier fee pass-through.
Products & Services
Communications channels and APIs
Twilio Programmable Messaging. The largest revenue line. An API to send and receive SMS, MMS, RCS and over-the-top messages (WhatsApp, Facebook Messenger) globally across a variety of sender types — long codes, short codes, toll-free and alphanumeric sender IDs. Includes intelligent sending features for deliverability optimisation. Use cases per the 10-K: account notifications, marketing, mass alerts, order confirmations, conversational marketing, sales support and customer care. Target customer: universal — developers through global enterprises. Pricing: usage-based per message, with carrier fees passed through at cost. RCS was launched as a channel recently; an Apple Messages for Business channel is under development as of the FY2025 10-K.
Twilio Programmable Voice. An API to make, manage and receive calls globally via browser, application, phone or other endpoints, operating over both the PSTN and VoIP. Capabilities: integration with AI-based virtual agents, text-to-speech and speech-to-text, global conferencing, emergency calling, call recording and media streams. Use cases: contact centres, IVR, call tracking, analytics and anonymised communications. Voice has been the fastest-growing core channel through 2025–2026, driven explicitly by AI voice-agent workloads. Pricing: usage-based per minute.
Twilio SendGrid Email. An API and no-code interface built on Twilio's proprietary mail transfer agent, addressing email delivery at scale. Provides sender authentication, security, mailbox compliance and delivery dashboards, with integrations across development frameworks and client libraries in multiple languages. Marketing Campaigns sits on top of the Email infrastructure with a no-code interface, email design and templates, list management, dynamic content and testing. Use cases: promotional offers, newsletters, shipping notifications, password resets, sign-up confirmations. Pricing: primarily subscription. Acquired via SendGrid, February 2019.
Twilio Video. Referenced in the 10-K as part of the embeddable interaction set. Detailed specifications and pricing not separately disclosed in the FY2025 filing.
Super Network. Not a saleable product but the core infrastructure asset — a software layer interconnecting carrier networks and inbox service providers worldwide, continually analysing billions of data points to optimise communication quality and cost. Exposes a set of APIs giving customers access to foundational components including phone numbers and SIP trunking.
Identity, trust and fraud
Twilio Verify. A managed multi-channel user verification solution supporting one-time passwords over SMS, voice and email, push-based authentication, and phishing-resistant authentication with passkeys. Target: any application requiring account security at activation and login.
Fraud Guard. A component of Verify aimed at automatically blocking fraudulent messages arising from artificially inflated traffic and SMS pumping — a direct response to a well-documented industry fraud vector that inflates messaging bills.
Twilio Lookup API. Real-time mobile-based identity intelligence to reduce fraud risk and improve message deliverability.
Stytch (acquired 14 November 2025). A developer-first identity platform explicitly positioned for AI agents. Founded by Reed McGinley-Stempel and Julianna Lamb; last private round was a USD 90 million Series B in November 2021 at a USD 1 billion valuation led by Coatue, with Benchmark, Thrive Capital and Index Ventures participating; approximately USD 126.3 million raised in total. Twilio's stated intent is a unified identity layer across web, mobile and all customer touchpoints, covering humans, trusted agents and rogue agents, with real-time fraud prevention powered by Twilio's phone and email reputation graphs combined with Stytch's device intelligence. Deal consideration: not publicly disclosed.
Data and personalisation
Twilio Segment. The customer data platform. Unifies real-time information collected across each customer's journey into a single profile. Capabilities per the FY2025 10-K: hundreds of out-of-the-box connections collecting web and mobile app data through a single API; transformation and loading into cloud warehouses; activation back into business tools via Reverse ETL and customisable pipelines; privacy and compliance tooling; cross-channel identity resolution into trusted profiles for enrichment and machine learning; real-time personalisation and journey orchestration; and generative and predictive AI for audience building. Pricing: subscription. Acquired November 2020 for approximately USD 3.2 billion in stock.
Twilio Engage. An omnichannel campaign automation platform built on Segment profiles, enabling marketers to create, manage, measure and scale personalised campaigns via native SMS, email and custom channels. Described in the FY2023 10-K; not separately itemised in the FY2025 10-K product list, which may indicate consolidation into the broader Segment offering.
Engagement applications
Twilio Flex. The programmable digital engagement centre / cloud contact centre. Referenced in the FY2025 10-K as part of the "digital engagement centers" software category. In January 2026 Flex Conversations reached global availability, unifying SMS, WhatsApp, voice and email into a single agent timeline. In April 2026 Flex became available as an embeddable contact centre, allowing the agent experience to be surfaced inside third-party applications rather than as a standalone desktop.
The Conversations layer (SIGNAL 2026, all GA as of 6 May 2026)
This is the most consequential product release in the company's recent history and the foundation of the "infrastructure for the agentic era" repositioning. Four capabilities, all generally available to what Twilio described as 12 million developers and 402,000 customer accounts:
Conversation Memory. Persistent, cross-channel customer memory. Addresses the problem that, in Chief Product Officer Inbal Shani's framing, "most brands still treat every conversation with a customer like it's the very first one." Retains context so that a chat interaction is known to the voice agent that follows.
Conversation Orchestrator. Turns fragmented calls and messages into one continuous conversation, coordinating handoffs across channels, systems and teams.
Conversation Intelligence. Real-time AI language operators that convert live conversations into action — transcription, scoring, sentiment and competitive signal extraction. Previously in general availability for voice and private beta for messaging as of mid-2025; account usage grew 86 percent year on year at that point.
Agent Connect. A model-agnostic framework bridging any AI agent to Twilio's voice and messaging channels. AWS was named as a technology partner plugging into Agent Connect.
ConversationRelay. The voice-AI building block, generally available since Q2 2025, enabling developers to build natural voice AI agents with their choice of large language model. It completed nearly one million calls in its first quarter of availability. Subsequent enhancements include a bring-your-own text-to-speech pilot and adjustable interruption sensitivity for noisy environments.
New Twilio Console. Reimagined developer and administrator console, GA at SIGNAL 2026.
Support and professional services
All customers receive free support including AI agents, a Help Center Assistant, customer service representatives and technical documentation, plus a public real-time status page. Three paid support tiers are offered for communications products with escalating availability and guaranteed response times; the top tier includes a technical account manager, duty-manager coverage and quarterly status reviews. Subscription products carry a base support level plus paid premium options. Support is global and available 24x7. Fee-based professional services cover advisory, software architecture, integration and coding — for Segment, digital engagement centre implementation and CDP design; for other products, email implementation and deliverability, and channel configuration and integration.
Twilio.org
Not a separate legal entity. Donates and sells products at reduced rates to non-profits and provides grant funding. In 2015 Twilio reserved 1 percent of common stock to fund the programme; 265,225 Class A shares remained set aside as of 31 December 2025. In 2025 more than 30,000 social-impact customers used Twilio products and funding to reach over 803 million people worldwide.
Financial Narrative
All figures USD millions unless stated. GAAP figures are as reported by Twilio in Forms 10-K and 8-K earnings exhibits. Where a line is drawn from a standardised third-party dataset (S&P Global Market Intelligence via StockAnalysis), it is flagged.
Income statement
Reconciliation note on FY2025 non-GAAP operating income. GAAP income from operations of USD 157.802 million is adjusted for stock-based compensation USD 598.654 million, amortisation of acquired intangibles USD 108.074 million, payroll taxes on SBC USD 24.754 million, charitable contributions USD 18.940 million, restructuring costs USD 15.030 million, impairment of long-lived assets USD 1.849 million, acquisition-related expenses USD 0.486 million, less a USD 1.556 million gain on lease termination — arriving at USD 924.033 million.
Discrepancy flagged. Yahoo Finance and S&P Global standardised datasets report FY2023 operating income of −USD 384.75 million and FY2022 of −USD 1,028 million, versus Twilio's reported GAAP losses from operations of USD 876.5 million and USD 1,205.3 million respectively. The difference arises because the standardised datasets classify restructuring, impairment and divestiture losses below the operating line. The company-reported figures are used above and should be preferred.
Margins
Revenue CAGR FY2021–FY2025: 15.6 percent (2,841.8 to 5,067.2 over four years). Revenue CAGR FY2022–FY2025: 9.8 percent, illustrating the growth trough of 2023–2024 and the 2025 reacceleration.
Balance sheet
Twilio carries no short-term debt; the entire debt stack is the USD 1.0 billion of 2029 and 2031 senior notes issued in March 2021, carried net of unamortised discount and issuance costs.
Balance sheet commentary. Two features dominate. First, goodwill of USD 5.29 billion represents 54 percent of total assets at FY2025 and derives almost entirely from SendGrid and Segment. Against a market capitalisation that fell to roughly USD 13 billion in 2023–2024, this was a persistent impairment risk; the Q3 2025 collapse to a single reporting unit materially reduced the probability of a future goodwill write-down, because impairment is now tested against the consolidated entity rather than a standalone Segment unit. That is an accounting consequence of the reorganisation worth noting explicitly.
Second, the Q2 2026 release of the valuation allowance against US deferred tax assets added USD 1.03 billion of deferred tax assets to the balance sheet and USD 944.1 million of non-cash benefit to earnings, lifting equity from USD 7.82 billion to USD 8.98 billion and cutting the accumulated deficit from USD 8.34 billion to USD 7.51 billion in a single quarter. This is an accounting recognition that management now expects sustained US taxable income — a meaningful signal, but not a cash event, and it renders trailing GAAP EPS and P/E useless for FY2026.
Cash flow
Cash flow commentary. The swing is the single most important fact in the Twilio story. Operating cash flow moved from −USD 254.4 million in FY2022 to +USD 1,003.2 million in FY2025 — an improvement of nearly USD 1.26 billion in three years, achieved with only 32 percent cumulative revenue growth over the same period. The drivers, in order of magnitude: workforce reductions in September 2022 and February 2023 removing roughly 28 percent of headcount in aggregate; the sunsetting of the employee sabbatical programme; a reduction in stock-based compensation from 21 percent of revenue in FY2022 to 12 percent in FY2025; and disciplined operating-expense control, with total GAAP operating expenses actually declining from USD 3,018.9 million in FY2022 to USD 2,320.9 million in FY2025 on 32 percent higher revenue.
Capital intensity is negligible — combined capitalised software and long-lived asset purchases of USD 57.8 million in FY2025 represent 1.1 percent of revenue. This is an asset-light business whose cash conversion is now excellent: FY2025 free cash flow of USD 945.4 million against non-GAAP operating income of USD 924.0 million is a conversion ratio above 100 percent.
Capital returns have been aggressive. Twilio completed USD 3.9 billion of aggregate repurchase authorisations from 2023 through 2025, reducing total shares outstanding by approximately 18 percent over the period. FY2024 repurchases of USD 2,334.4 million exceeded free cash flow by a factor of 3.6x, funded by liquidating marketable securities — which explains the USD 1,370.8 million investing inflow that year and the halving of cash and investments from USD 4.0 billion to USD 2.4 billion. FY2025 repurchases of USD 868.9 million represented approximately 92 percent of free cash flow, a far more sustainable posture, and Moody's cited the moderation explicitly in its upgrade.
Ratios
Derivation notes: ROE and ROA use average balances of FY2024 and FY2025 equity and assets. ROIC is computed as NOPAT (GAAP operating income of USD 157.8 million less a 27.6 percent effective tax rate) over average invested capital (equity plus debt less cash and investments). Interest coverage uses estimated annual coupon expense of USD 37.5 million on the two note tranches. Net debt to EBITDA is shown as zero because Twilio is in a net cash position of approximately USD 1.39 billion at FY2025 and the metric is not meaningful. There is no inventory, so the cash conversion cycle equals DSO less DPO.
Ratio commentary. GAAP returns remain de minimis because the equity base is inflated by USD 5.3 billion of acquisition goodwill and USD 16.1 billion of paid-in capital against an USD 8.3 billion accumulated deficit. On a cash basis the picture is entirely different: FY2025 free cash flow of USD 945.4 million against average invested capital of roughly USD 6.6 billion implies a cash return on invested capital above 14 percent. Investors should weight the cash-based measures. Liquidity is very strong — a current ratio above 4x with no near-term maturities until 2029.
H1 2026 performance
Q2 2026 GAAP EPS of USD 6.68 includes a USD 5.91 per share non-cash benefit from the deferred tax valuation-allowance release. Excluding it, GAAP diluted EPS was approximately USD 0.77. Q2 2026 GAAP operating income of USD 84.5 million is depressed by a USD 32.8 million impairment loss on prepaid assets. Growth acceleration to 17 percent organic in Q2 2026 — from 13 percent for full-year 2025 — is the headline operational fact of the year.
Financial Detail
Segment Revenue
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
Twilio Communications revenue (USD M) | 2640.9 | 3550.1 | 3858.7 | 4160.3 | 0 |
Twilio Segment revenue (USD M) | 201.0 | 276.2 | 295.3 | 297.7 | 0 |
Consolidated total revenue (USD M) | 2841.8 | 3826.3 | 4153.9 | 4458.0 | 5067.2 |
Segment Revenue
| Metric | FY2021 | FY2022 | FY2023 | FY2024 |
|---|---|---|---|---|
Communications YoY growth (percent) | 0 | 34 | 9 | 8 |
Segment YoY growth (percent) | 0 | 37 | 7 | 1 |
Communications share of total revenue (percent) | 93 | 93 | 93 | 93 |
Segment share of total revenue (percent) | 7 | 7 | 7 | 7 |
Segment Revenue
| Metric | Communications | Segment | Total |
|---|---|---|---|
Revenue | 1096806 | 75657 | 1172463 |
Cost of revenue attributable to segment | 550780 | 19681 | 570461 |
Operating expenses attributable to segment | 268564 | 57494 | 326058 |
Segment non-GAAP income (loss) from operations | 277462 | -1518 | 275944 |
Financial Analysis
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
Revenue (USD M) | 2841.8 | 3826.3 | 4153.9 | 4458.0 | 5067.2 |
Revenue growth (percent) | 61.3 | 34.6 | 8.6 | 7.3 | 13.7 |
Organic revenue growth (percent) | 0 | 0 | 10 | 9 | 13 |
Cost of revenue (USD M) | 1450.9 | 2012.7 | 2110.0 | 2179.8 | 2588.5 |
Gross profit (USD M) | 1390.9 | 1813.6 | 2043.9 | 2278.2 | 2478.7 |
Total operating expenses (USD M) | 2306.3 | 3018.9 | 2920.4 | 2331.9 | 2320.9 |
GAAP income (loss) from operations (USD M) | -915.4 | -1205.3 | -876.5 | -53.7 | 157.8 |
Non-GAAP income (loss) from operations (USD M) | 0 | -4.5 | 533.0 | 714.4 | 924.0 |
EBITDA (USD M, S&P standardised) | -649.8 | -749.2 | -100.3 | 165.6 | 370.6 |
Pre-tax income (loss) (USD M) | -960.9 | -1243.6 | -996.7 | -88.6 | 55.1 |
Provision for income taxes (USD M) | -11.0 | 12.5 | 18.7 | 20.8 | 21.3 |
Net income (loss) attributable to common stockholders (USD M) | -949.9 | -1256.1 | -1015.4 | -109.4 | 33.8 |
Non-GAAP net income (USD M) | 0 | 0 | 0 | 621.5 | 782.1 |
Basic EPS (USD) | -5.45 | -6.86 | -5.54 | -0.66 | 0.22 |
Diluted EPS (USD) | -5.45 | -6.86 | -5.54 | -0.66 | 0.21 |
Non-GAAP diluted EPS (USD) | 0 | 0 | 2.45 | 3.67 | 4.89 |
Dividends per share (USD) | 0 | 0 | 0 | 0 | 0 |
Weighted-average diluted shares (millions) | 174.3 | 183.0 | 183.3 | 165.9 | 159.8 |
Financial Analysis
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
GAAP gross margin (percent) | 48.9 | 47.4 | 49.2 | 51.1 | 48.9 |
Non-GAAP gross margin (percent) | 0 | 0 | 0 | 53.0 | 50.5 |
GAAP operating margin (percent) | -32.2 | -31.5 | -21.1 | -1.2 | 3.1 |
Non-GAAP operating margin (percent) | 0 | -0.1 | 12.8 | 16.0 | 18.2 |
EBITDA margin (percent, S&P standardised) | -22.9 | -19.6 | -2.4 | 3.7 | 7.3 |
GAAP net margin (percent) | -33.4 | -32.8 | -24.4 | -2.5 | 0.7 |
Free cash flow margin (percent) | -3.7 | -7.5 | 9.7 | 14.7 | 18.7 |
Stock-based compensation as percent of revenue | 0 | 21 | 0 | 14 | 12 |
Financial Analysis
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 | H1-2026 |
|---|---|---|---|---|---|---|
Total assets (USD M) | 0 | 0 | 0 | 9865.5 | 9770.9 | 10838.6 |
Cash and cash equivalents (USD M) | 0 | 0 | 0 | 421.3 | 682.3 | 823.3 |
Short-term marketable securities (USD M) | 0 | 0 | 0 | 1963.1 | 1788.0 | 1833.1 |
Cash and investments total (USD M, S&P standardised) | 5358 | 4155 | 4012 | 2384 | 2470 | 2656 |
Total debt including leases (USD M, S&P standardised) | 1287 | 1239 | 1160 | 1110 | 1082 | 1066 |
Long-term debt, net (USD M, as reported) | 985.5 | 987.4 | 989.0 | 990.6 | 992.3 | 993.2 |
Short-term debt (USD M) | 0 | 0 | 0 | 0 | 0 | 0 |
Net cash position (USD M, S&P standardised) | 4071 | 2916 | 2852 | 1274 | 1389 | 1591 |
Total stockholders equity (USD M) | 0 | 0 | 0 | 7953.0 | 7821.5 | 8977.8 |
Goodwill (USD M) | 0 | 0 | 0 | 5243.3 | 5291.8 | 5292.5 |
Intangible assets net (USD M) | 1044.8 | 0 | 345.3 | 238.5 | 142.1 | 114.1 |
Accounts receivable net (USD M) | 0 | 0 | 0 | 588.5 | 636.7 | 760.1 |
Total current assets (USD M) | 0 | 0 | 0 | 3447.3 | 3576.7 | 3746.4 |
Total current liabilities (USD M) | 0 | 0 | 0 | 820.2 | 887.0 | 810.7 |
Working capital (USD M) | 0 | 0 | 0 | 2627.1 | 2689.7 | 2935.7 |
Deferred revenue and customer deposits (USD M) | 0 | 0 | 0 | 155.7 | 158.7 | 153.0 |
Equity method investment — Syniverse (USD M) | 0 | 0 | 0 | 485.8 | 301.6 | 250.5 |
Deferred tax asset (USD M) | 0 | 0 | 0 | 0 | 20.0 | 1029.4 |
Accumulated deficit (USD M) | 0 | 0 | 0 | -7522.0 | -8342.5 | -7505.1 |
Financial Analysis
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
Net cash provided by (used in) operating activities (USD M) | -58.2 | -254.4 | 414.8 | 716.2 | 1003.2 |
Capitalised software development costs (USD M) | 0 | 0 | 0 | 51.8 | 52.0 |
Purchases of long-lived and intangible assets (USD M) | 0 | 0 | 0 | 7.0 | 5.8 |
Free cash flow, company definition (USD M) | -104.2 | -288.8 | 403.4 | 657.5 | 945.4 |
Net cash provided by (used in) investing activities (USD M) | -2490.0 | -616.5 | 228.6 | 1370.8 | 80.9 |
Net cash provided by (used in) financing activities (USD M) | 3096.3 | 45.0 | -643.6 | -2311.6 | -833.1 |
Repurchases of Class A common stock and related costs (USD M) | 0 | 0 | 0 | 2334.4 | 868.9 |
Dividends paid (USD M) | 0 | 0 | 0 | 0 | 0 |
Stock-based compensation (USD M) | 0 | 0 | 0 | 616.6 | 600.4 |
Depreciation and amortisation (USD M) | 258.4 | 279.1 | 284.4 | 206.0 | 195.4 |
Acquisitions net of cash acquired (USD M) | 0 | 0 | 0 | 0 | 61.5 |
Financial Analysis
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
Return on equity (percent) | 0 | 0 | 0 | -1.3 | 0.4 |
Return on assets (percent) | 0 | 0 | 0 | -1.0 | 0.3 |
Return on invested capital (percent) | 0 | 0 | 0 | 0 | 1.8 |
Current ratio (times) | 0 | 0 | 0 | 4.20 | 4.03 |
Debt to equity (times) | 0 | 0 | 0 | 0.12 | 0.13 |
Net debt to EBITDA (times) | 0 | 0 | 0 | 0 | 0 |
Interest coverage — EBIT over interest expense (times) | 0 | 0 | 0 | 0 | 4.2 |
Asset turnover (times) | 0 | 0 | 0 | 0 | 0.52 |
Days sales outstanding (days) | 0 | 0 | 0 | 48.2 | 45.9 |
Days payables outstanding (days) | 0 | 0 | 0 | 16.8 | 12.0 |
Cash conversion cycle (days) | 0 | 0 | 0 | 31.4 | 33.9 |
Financial Analysis
| Metric | Q1-2026 | Q2-2026 |
|---|---|---|
Revenue (USD M) | 1410 | 1499 |
Reported revenue growth (percent) | 20 | 22 |
Organic revenue growth (percent) | 16 | 17 |
GAAP gross profit (USD M) | 684.2 | 725.9 |
Non-GAAP gross profit (USD M) | 697.5 | 735.7 |
GAAP income from operations (USD M) | 107.7 | 84.5 |
Non-GAAP income from operations (USD M) | 278.9 | 284.6 |
GAAP diluted EPS (USD) | 0.57 | 6.68 |
Non-GAAP diluted EPS (USD) | 1.50 | 1.47 |
Free cash flow (USD M) | 132.3 | 352.6 |
Dollar-based net expansion rate (percent) | 0 | 116 |
Geographic Revenue
| Metric | FY2021 | FY2022 | FY2023 | FY2024 | FY2025 |
|---|---|---|---|---|---|
United States revenue (USD M) | 1927.3 | 2510.5 | 2757.5 | 2898.1 | 3241 |
International revenue (USD M) | 914.5 | 1315.8 | 1396.5 | 1560.0 | 1826 |
Total revenue (USD M) | 2841.8 | 3826.3 | 4153.9 | 4458.0 | 5067.2 |
United States share of revenue (percent) | 68 | 66 | 66 | 65 | 64 |
International share of revenue (percent) | 32 | 34 | 34 | 35 | 36 |
United States revenue growth (percent) | 0 | 30.3 | 9.8 | 5.1 | 11.8 |
International revenue growth (percent) | 0 | 43.9 | 6.1 | 11.7 | 17.1 |
Geographic Revenue
| Metric | FY2022 | FY2023 | FY2024 |
|---|---|---|---|
United States long-lived assets (USD M) | 178.6 | 99.4 | 65.8 |
International long-lived assets (USD M) | 54.5 | 39.6 | 25.7 |
Total long-lived assets (USD M) | 233.1 | 139.0 | 91.5 |
United States share (percent) | 77 | 71 | 72 |
Capital Markets
| Metric | Value |
|---|---|
Closing price, 8 Sep 2026 (USD) | 225.89 |
Prior close, 4 Sep 2026 (USD) | 232.98 |
52-week range (USD) | 98.44 to 258.35 |
Year-to-date return 2026 (percent) | Approximately 69 |
One-day move, 7 Aug 2026 (percent) | +22.7 following Q2 2026 results |
All-time closing high (USD) | 443.49 on 18 February 2021 |
Share price at 30 Jun 2025 (USD) | 124.36 |
Approximate one-year return to Sep 2026 (percent) | Approximately +100 (from a 52-week low of 98.44) |
Three-year and five-year returns | — |
Shares outstanding (Sep 2026, millions) | Approximately 153.6 |
Market capitalisation (USD bn) | Approximately 34.7 |
Capital Markets
| Metric | Current (Sep 2026) | FY2025 | FY2024 | FY2023 | FY2022 |
|---|---|---|---|---|---|
Price to sales (times) | 6.16 | 4.26 | 3.72 | 3.31 | 2.36 |
Trailing price to earnings (times) | 32.20 | 637.39 | 0 | 0 | 0 |
Forward price to earnings (times) | 37.80 | 27.39 | 26.20 | 33.33 | 0 |
Price to free cash flow (times) | 32.69 | 21.62 | 23.37 | 34.05 | 0 |
Enterprise value to sales, TTM (times) | 5.94 | 0 | 0 | 0 | 0 |
Price to book (times) | 3.87 | 0 | 0 | 0 | 0 |
EV to EBITDA (times) | 0 | 0 | 0 | 0 | 0 |
Capital Markets
| Broker | New target (USD) | Prior target (USD) | Change (percent) |
|---|---|---|---|
Goldman Sachs | 330 | 300 | 10.0 |
UBS | 285 | 200 | 42.5 |
Needham | 280 | 250 | 12.0 |
Stifel | 275 | 260 | 5.8 |
Morgan Stanley | 261 | 200 | 30.5 |
TD Cowen | 260 | 245 | 6.1 |
Capital Markets
| Authorisation | Amount (USD) | Announced | Expiry | Status |
|---|---|---|---|---|
2023–2024 programmes | Approximately 1900000000 (derived: USD 3.9 billion aggregate 2023–2025 less the USD 2.0 billion January 2025 authorisation) | 2023–2024 | Completed | Fully executed |
Current programme | 2000000000 | January 2025 | 31 December 2027 | Approximately USD 1.2 billion executed to 30 June 2026; USD 826.0 million remaining |
Capital Markets
| Agency | Rating | Outlook | Date | Rationale |
|---|---|---|---|---|
Moody's Ratings | Ba1 corporate family rating (upgraded from Ba2) | Stable | February 2026 | Expectations for continued growth in revenue, EBITDA and free cash flow; maintenance of conservative financial policies; solid growth potential, strong market position and substantial cash balances; revenue growth improved to double digits in 2025; margins and free cash flow continued improving from pre-2023 negative levels; share repurchases moderated in 2025. Moody's expects over USD 900 million of annual free cash flow over the next two years |
S&P Global Ratings | — | — | — | — |
Fitch Ratings | — | — | — | — |
Capital Markets
| Instrument | Principal (USD M) | Coupon (percent) | Maturity | Net carrying amount at 31 Dec 2025 (USD M) |
|---|---|---|---|---|
Senior notes due 2029 | 500 | 3.625 | 2029 | Approximately 496 |
Senior notes due 2031 | 500 | 3.875 | 2031 | Approximately 496 |
Total long-term debt, net | 1000 | — | — | 992.3 |
Analyst Conclusions
Management guidance summary
Zeros denote metrics not guided for that period. FY2026 revenue is not guided in absolute terms; at the midpoint of the 18.0 to 18.5 percent growth range, implied FY2026 revenue is approximately USD 6.0 billion.
Note the deliberate conservatism embedded in the Q3 guide: 11 to 12 percent organic against 17 percent delivered in Q2. Management has characterised quarterly guidance as reflecting "a prudent planning approach given the usage-based nature of the business," and the pattern of the last six quarters has been guide-low, beat, raise.
Consensus expectations
The six brokers who revised targets on 7 August 2026 cluster around USD 260 to USD 330, mean USD 281.83, implying approximately 25 percent upside. Forward P/E of 37.8x and forward price to free cash flow of approximately 30x are the operative valuation anchors.
Bull case
1. Organic growth has structurally re-based higher, and the market has not fully priced it. Organic growth moved 9 percent (FY2024) → 13 percent (FY2025) → 16 percent (Q1 2026) → 17 percent (Q2 2026). That is four consecutive periods of acceleration in a business that was widely written off as a decelerating commodity aggregator two years ago. Dollar-based net expansion of 116 percent in Q2 2026, against 102 percent in Q2 2024, confirms the acceleration is driven by existing customers expanding rather than by one-time wins. If FY2027 organic growth sustains in the low-to-mid teens rather than reverting to high single digits, current multiples are not demanding.
2. Operating leverage is mechanical from here. GAAP operating expenses were USD 2,331.9 million in FY2024 and USD 2,320.9 million in FY2025 — they declined while revenue grew 13.7 percent. GAAP R&D was flat at approximately USD 1.02 billion across both years. If FY2026 revenue grows 18 percent to roughly USD 6.0 billion with operating expenses held near USD 2.4 billion, non-GAAP operating margin expands from 18.2 percent toward the guided approximately 19 percent despite a 200 basis point gross margin headwind. Every incremental point of revenue growth now converts to margin at a very high rate.
3. The agentic platform is a genuine option not reflected in the multiple. Conversation Memory, Orchestrator, Intelligence and Agent Connect shipped to general availability simultaneously in May 2026 — not as a roadmap — to an installed base of 12 million developers and 402,000 accounts. Twilio processes over 2.5 trillion interactions. If even a modest fraction of AI agent deployments require persistent cross-channel memory and a model-agnostic channel bridge, Twilio owns the natural substrate. Multi-product adoption is already up 29 percent. This is an embedded call option on the agentic build-out with no visible pure-play competitor.
Bear case
1. Growth is being flattered by zero-margin pass-through revenue. Reported growth of 22 percent in Q2 2026 versus 17 percent organic is a five-point gap created by USD 71.1 million of quarterly A2P carrier fee revenue on which Twilio earns nothing. Annualised, that is over USD 280 million of revenue at zero gross profit. Management has guided to approximately 200 basis points of FY2026 non-GAAP gross margin compression from these fees. Investors paying 6.2x sales are paying a software multiple for a revenue line that includes a growing slug of telecom pass-through.
2. The Segment acquisition thesis has failed and the evidence has been hidden. Twilio paid approximately USD 3.2 billion for Segment in 2020. By Q2 2025 the Segment dollar-based net expansion rate was 95 percent — the installed base was contracting. Segment revenue grew 1 percent in FY2024. A USD 286 million intangible impairment was taken in Q4 2023. In Q3 2025 Twilio collapsed to a single reportable segment and single reporting unit, simultaneously eliminating investors' ability to track the asset and structurally reducing the probability of a future goodwill impairment test failing. The Syniverse investment tells a similar story: USD 101.2 million of equity-method losses in FY2025 plus an USD 80.6 million impairment, with carrying value down 48 percent in eighteen months. The capital allocation record outside buybacks is poor, and USD 5.29 billion of goodwill — 54 percent of assets — still sits on the balance sheet.
3. Valuation has run ahead of the fundamental re-rating. The shares are up 69 percent year to date and roughly 130 percent from the 52-week low of USD 98.44, on a forward price to free cash flow of approximately 30x. Management guided Q3 2026 organic growth at 11 to 12 percent — five to six points below Q2 delivery — which either reflects genuine deceleration or a sandbagging pattern that cannot continue indefinitely. Insiders have been net sellers, bearish put positioning was elevated in August 2026, and the Q2 buyback fell to USD 66.0 million, just 19 percent of quarterly free cash flow, suggesting management itself sees less value at these prices than at USD 100. Any organic growth print below 11 percent would remove the entire basis for the re-rating.
Catalysts and monitorables for the next twelve months
Analyst verdict
Twilio has executed one of the more convincing operational turnarounds in enterprise software. Between FY2022 and FY2025 the company converted a USD 1.26 billion net loss and negative USD 289 million free cash flow into GAAP profitability and USD 945 million of free cash flow, while cutting stock-based compensation from 21 percent of revenue to 12 percent, retiring 18 percent of the share count, and — most impressively — holding absolute operating expenses flat while revenue grew a third. Growth then reaccelerated from 7 percent reported in FY2024 to 22 percent in Q2 2026. That combination is rare, and the 69 percent year-to-date share price move is a rational response to it.
Two things temper enthusiasm. First, the growth optics are partly manufactured: five percentage points of Q2 2026's 22 percent reported growth came from zero-margin carrier fee pass-through, and management has guided to a further 200 basis points of gross margin compression in FY2026. Twilio is being valued at 6.2x sales — a software multiple — on a revenue base whose fastest-growing component earns no gross profit at all. Second, the capital allocation record outside buybacks is genuinely poor. USD 3.2 billion for Segment produced a contracting installed base and a USD 286 million impairment; roughly USD 750 million for Syniverse produced cumulative losses and a further USD 80.6 million write-down. The Q3 2025 collapse to a single reportable segment removed the disclosure that made the first of those failures visible, and simultaneously reduced the accounting probability that the USD 5.29 billion goodwill balance is ever tested against the underperforming asset alone. That was defensible under GAAP and unhelpful to investors.
The balanced conclusion: the operating business is materially better than it was, the agentic platform launched in May 2026 is a real and under-appreciated option, and the balance sheet — USD 1.59 billion net cash, Ba1 stable, no maturities before 2029 — removes downside financial risk entirely. But at roughly 30x forward free cash flow, with management guiding Q3 organic growth six points below Q2 delivery and repurchasing at only 19 percent of free cash flow, the equity now requires the acceleration to persist rather than merely to have happened. The February 2027 FY2027 guidance is the moment of truth. Until then, this is a quality operating story trading at a price that already assumes the story continues.
Executive Leadership
| Executive | Title | Age | Tenure in role | Prior roles |
|---|---|---|---|---|
Khozema Shipchandler | Chief Executive Officer and Director | 52 (at 31 Mar 2026) | CEO since January 2024 | President, Twilio Communications (Mar 2023–Jan 2024); COO, Twilio (2021–2023); CFO, Twilio (2018–2021); CFO and EVP Corporate Development, GE Digital (2015–2018); various executive roles at General Electric (1996–2015) including CFO, Middle East, North Africa and Turkey (2011–2013) |
Aidan Viggiano | Chief Financial Officer | 46 (at 31 Mar 2025) | CFO since March 2023 | SVP Finance, Twilio (2021–2023); VP Corporate Finance, Twilio (2019–2021); finance leadership roles at General Electric (2003–2019), including Investor Relations (2018–2019) and Chief of Staff to the CFO (2012–2017) |
| Metric | FY2023 | FY2024 | FY2025 |
|---|---|---|---|
Shipchandler salary (USD) | 1100000 | 1100000 | 1100000 |
Shipchandler stock awards (USD) | 10010679 | 24388514 | 21398539 |
Shipchandler non-equity incentive plan compensation (USD) | 3000000 | 1507000 | 1507000 |
Shipchandler all other compensation (USD) | 9900 | 214949 | 286378 |
Shipchandler total compensation (USD) | 14120579 | 27210463 | 24291917 |
Viggiano salary (USD) | 793462 | 850000 | 850000 |
Viggiano stock awards (USD) | 11946693 | 8360364 | 7601386 |
Viggiano non-equity incentive plan compensation (USD) | 2750000 | 1164500 | 1048050 |
Viggiano all other compensation (USD) | 9900 | 13460 | 41544 |
Viggiano total compensation (USD) | 15500055 | 10388324 | 9540980 |
| Director | Class | Age | Director since | Independent | Audit | Compensation and Talent Mgmt | Nominating and Corp Gov |
|---|---|---|---|---|---|---|---|
Jeff Epstein (Board Chair) | II | 69 | 2017 | Yes | Chair | Former member | No |
Charles Bell | I | 68 | 2023 | Yes | Member | No | No |
Donna Dubinsky | III | 70 | 2018 | Yes | No | No | Member |
Jeffrey Immelt | I | 70 | 2019 | Yes | No | Chair | No |
Deval Patrick | III | 69 | 2021 | Yes | No | No | Member |
Douglas Robinson | I | 53 | 2026 | Yes | No | Member | No |
Erika Rottenberg | I | 63 | 2016 | Yes | No | No | Chair |
Khozema Shipchandler | II | 52 | 2024 | No | No | No | No |
Andrew Stafman | II | 38 | 2024 | Yes | Member | No | No |
Miyuki Suzuki | III | 65 | 2022 | Yes | No | Member | No |
| Feature | Status |
|---|---|
Board size | 10 |
Independence | 9 of 10 (90 percent); all three committees 100 percent independent |
Chair and CEO separation | Separated since 2024; Epstein serves as independent board chair |
Board classification | Declassifying — phase-out commenced at the 2026 Annual Meeting; fully declassified at the conclusion of the 2028 annual meeting. Directors elected from 2026 serve one-year terms |
Voting structure | One share, one vote (dual-class eliminated 2023) |
Supermajority provisions | Removed from bylaws January 2025 and from the certificate of incorporation June 2025 |
Say-on-pay | Annual |
Board meetings in 2025 | 4 (board); 8 (audit); 5 (compensation); 4 (nominating and governance) |
Attendance | Every director attended at least 75 percent of applicable meetings; 8 of 9 then-serving directors attended the 2025 annual meeting |
Stock ownership guidelines | Non-employee directors must hold shares equal to 5x the annual board retainer; all directors compliant or within the five-year phase-in |
Hedging, pledging, short sales | Prohibited by policy |
Board refreshment | Eight of nine independent directors added after the 2016 IPO; five added since the beginning of 2021 |
Director compensation | Paid solely in RSUs; no cash. Annual equity grant USD 250,000; board retainer raised from USD 45,000 to USD 60,000; independent chair retainer raised from USD 75,000 to USD 100,000 |
Aggregate director compensation cap | USD 750,000 per calendar year (proposed increase to USD 1,000,000 in a director's first year) |
Board evaluation | Annual, facilitated by an external adviser |
| Director | Stock awards and total (USD) |
|---|---|
Jeff Epstein | 430449 |
Jeffrey Immelt | 322614 |
Charles Bell | 315634 |
Andrew Stafman | 315634 |
Erika Rottenberg | 314717 |
Miyuki Suzuki | 312655 |
Donna Dubinsky | 308776 |
Deval Patrick | 308776 |
Douglas Robinson | 0 |
| Holder | Approximate stake | Source and date |
|---|---|---|
BlackRock, Inc. | 10.8–10.9 percent | Aggregator data, mid-2026 |
The Vanguard Group, Inc. | 10.1–10.2 percent; Vanguard Capital Management separately reported 8,113,780 shares (5.35 percent) on a Schedule 13G filed 30 April 2026 with a 31 March 2026 record date | 13G filing; aggregator data |
FMR LLC (Fidelity) | 7.0–7.5 percent | Aggregator data |
JPMorgan Chase & Co. | — | Fintel, March 2026 |
State Street Corporation | — | Fintel, March 2026 |
Invesco Ltd. | — | Fintel, March 2026 |
Royal Bank of Canada | — | Fintel, March 2026 |
Geode Capital Management | — | Fintel, March 2026 |
Sachem Head Capital Management LP | Top-10 holder; activist position under Cooperation Agreement | Fintel, March 2026 |
Morgan Stanley | — | Fintel, March 2026 |
Norges Bank | New position opened Q2 2025 valued at approximately USD 228.9 million | 13F data |
Jeff Lawson (co-founder, former CEO) | Reported at 6.01 million shares (approximately 3.96 percent) by one source and approximately 4.9 million shares (2.6 percent) by another | Conflicting aggregator data |
Competitive Landscape
| Category | Named competitors |
|---|---|
CPaaS — global pure-play | Sinch AB, Infobip Ltd., Bandwidth Inc., Vonage (Ericsson), Bird (formerly MessageBird), Plivo, Telnyx, Kaleyra (Tata Communications), Route Mobile (Proximus), CM.com, Gupshup, Mitto, Telesign, Sendbird, Agora, SignalWire |
CPaaS — regional and carrier | Tanla Platforms (India), Alibaba Cloud (China), Montnets Cloud Technology (China), Syniverse, Zenvia (Latin America), Clickatell, Soprano, tyntec, AMD Telecom |
Hyperscaler adjacency | Amazon (SNS, SES, Pinpoint, Connect, Chime), Microsoft Azure Communication Services, Google (Cloud CCAI, Business Messages) |
Contact centre / CCaaS | Genesys, NICE, Five9, Amazon Connect, Zoom, RingCentral, 8x8, Salesforce Service Cloud, Zendesk |
Customer data platform | Salesforce Data Cloud, Adobe Real-Time CDP, Tealium, mParticle, Bloomreach, Klaviyo, Braze, Amplitude |
Sinch Mailgun, Amazon SES, Mailchimp (Intuit), Klaviyo, Braze | |
Identity and verification | Okta / Auth0, Prove, Telesign, Sinch Verification, Descope, Clerk, WorkOS |
| Metric | 2023 | 3Q24 |
|---|---|---|
Twilio global CPaaS revenue share (percent) | 23.2 | 25.9 |
Sinch global CPaaS revenue share (percent) | 14.6 | 0 |
Alibaba global CPaaS revenue share (percent) | 6.9 | 0 |
| Metric | Twilio FY2025 | Sinch FY2025 | Bandwidth FY2025 | Infobip FY2025 |
|---|---|---|---|---|
Revenue (USD M) | 5067 | 0 | 0 | 0 |
Revenue growth (percent) | 13.7 | 0 | 0 | 0 |
GAAP gross margin (percent) | 48.9 | 0 | 0 | 0 |
Non-GAAP operating margin (percent) | 18.2 | 0 | 0 | 0 |
Free cash flow margin (percent) | 18.7 | 0 | 0 | 0 |
R&D as percent of revenue (GAAP) | 20.1 | 0 | 0 | 0 |
Global CPaaS revenue share, 3Q24 (percent) | 25.9 | 0 | 0 | 0 |



