Total Revenue of $45.0 million

GAAP Net Loss of $8.8 million; Non-GAAP Net Loss of $2.1 million

Adjusted EBITDA of negative $0.2 million

DENVER–(BUSINESS WIRE)–ServiceSource (NASDAQ: SREV), the customer journey experience company, today announced financial results for the three months ended March 31, 2021.

“The pandemic has reminded everyone of the value of personal connection and the importance of relationships that add value to our daily lives. Against this backdrop, we have strengthened ties with our clients and deepened their bonds with their customers. This alignment of market need with our business strategy positions us well to deliver on our objectives and we are pleased with our results through the first quarter of the year,” said Gary B. Moore, ServiceSource’s chairman and chief executive officer. “We have kept our clients present, relevant, and compelling with their customers through the power of human touch and the efficiency of digital engagement. And although uncertainty remains around the size and pace of the economic recovery, we have strengthened our business model and enhanced the value of our solutions to allow us to build upon our position as a strategic partner to leading brands across the world.”

Key Financial Results – First Quarter 2021

  • GAAP revenue was $45.0 million, compared with $50.1 million reported for Q1 2020.
  • GAAP net loss was $8.8 million or $0.09 per diluted share, compared with GAAP net loss of $5.9 million or $0.06 per diluted share reported for Q1 2020.
  • Non-GAAP net loss was $2.1 million or $0.02 per diluted share, compared with non-GAAP net loss of $1.8 million or $0.02 per diluted share reported for Q1 2020.
  • Adjusted EBITDA, a non-GAAP financial measure, was negative $0.2 million, compared with positive $0.1 million reported for Q1 2020.
  • Ended the quarter with $36.5 million of cash and cash equivalents and restricted cash and $15.0 million of borrowings under the Company’s $40.0 million revolving line of credit.

A reconciliation of GAAP to non-GAAP financial measures is provided following the Condensed Consolidated Financial Statement tables contained within this press release.

Key Business Highlights – First Quarter 2021

  • Secured a three-year global contract renewal with one of the Company’s largest software and cloud clients, representing an estimated total contract value in excess of $90 million over the expected term of the agreement.
  • Successfully renewed or extended more than 95% of the contract value that was up for renewal during the quarter.
  • Accelerated our go-to-market momentum with a 30% year-over-year increase in new bookings on a trailing twelve-month basis.
  • Signed our first new client logo win of the year to support the accelerated transformation to a subscription-based renewals model for a leading data insights provider.
  • Grew revenue with five of our top 10 clients on a trailing twelve-month basis.

“We continued to improve the fundamentals of the Company and had a good start to the year,” commented Chad Lyne, executive vice president and chief financial officer of ServiceSource. “Through our early visibility into the market dynamics and challenges our clients were facing, we were able to adapt and position the business accordingly in response to the anticipated revenue contraction. We are increasingly encouraged by our team’s stronger execution to win new contracts, renew existing scopes of work, and enhance our value with our clients. Although it’s early and more work remains to be done, we are confident our focus and efforts will allow us to deliver on our expectation to return to growth in the second half of the year.”

Quarterly Conference Call

ServiceSource will discuss its first quarter 2021 results on April 29, 2021, via teleconference at 9:30 a.m. Eastern Time. To access the call within the U.S., please dial (877) 293-5486, or outside the U.S. (914) 495-8592, at least five minutes prior to the start time. Conference ID number: 6571544. In addition, a live webcast of the call will also be available on the Investor Relations section of the ServiceSource website under Events and Presentations. The related slide presentation and a replay of the webcast will also be available on the Company’s website at http://ir.servicesource.com.

Forward-Looking Statements

This press release contains forward-looking statements, including statements regarding our financial management and our expectation to continue to invest in our strategic priorities and digital transformation initiatives. These forward-looking statements are based on our current assumptions and beliefs and involve risks and uncertainties that could cause our results to differ materially from our forward-looking statements. Those risks and uncertainties include: a decline in client renewals, the loss of one or more of our key clients, the contraction in our revenue from one or more of our key clients – either in the ordinary course of business or as a result of macroeconomic conditions resulting from the COVID-19 pandemic – in each case resulting in churn, or our clients not expanding their relationships with us; economic or other adverse events or conditions affecting the technology industry, including as a result of the COVID-19 pandemic; and other risks and uncertainties described more fully in our periodic reports filed with the Securities and Exchange Commission, which can be obtained online at the Commission’s website at http://www.sec.gov. All forward-looking statements in this press release are based on information currently available to us, and except as may be legally required we assume no obligation to update these forward-looking statements.

About ServiceSource

ServiceSource International, Inc. (NASDAQ: SREV) is a global outsourced go-to-market services provider that accelerates B2B digital sales and customer success transformation. Our expert sales professionals, data-powered insights and proven methodologies scale and reimagine customer journey experiences (CJX) into profitable business outcomes. Backed by more than 20 years of experience, ServiceSource drives billions of dollars in client value annually, conducting commerce in 45 languages and 175 countries. To learn more about how we design, develop and manage CJX solutions that transform the agility, speed, efficiency and value of our clients’ growth initiatives, visit www.servicesource.com.

Trademarks

ServiceSource®, and any ServiceSource product or service names or logos above are trademarks of ServiceSource International, Inc. All other trademarks used herein belong to their respective owners.

Connect with ServiceSource:

http://www.facebook.com/ServiceSource
http://twitter.com/servicesource
http://www.linkedin.com/company/servicesource
http://www.youtube.com/user/ServiceSourceMKTG

ServiceSource International, Inc.

Condensed Consolidated Statements of Operations

(in thousands, except per share amounts)

(unaudited)

 

 

 

For the Three Months Ended March 31,

 

2021

 

 

2020

 

Net revenue

$

45,023

 

 

 

$

50,114

 

 

Cost of revenue(1)

34,067

 

 

 

35,560

 

 

Gross profit

10,956

 

 

 

14,554

 

 

Operating expenses:

 

 

 

Sales and marketing(1)

4,030

 

 

 

7,268

 

 

Research and development(1)

1,160

 

 

 

1,181

 

 

General and administrative(1)

12,190

 

 

 

10,688

 

 

Restructuring and other related costs

920

 

 

 

467

 

 

Total operating expenses

18,300

 

 

 

19,604

 

 

Loss from operations

(7,344

)

 

 

(5,050

)

 

Interest and other expense, net

(1,160

)

 

 

(874

)

 

Loss before provision for income taxes

(8,504

)

 

 

(5,924

)

 

Provision for income tax expense

(331

)

 

 

(18

)

 

Net loss

$

(8,835

)

 

 

$

(5,942

)

 

Net loss per share, basic and diluted

$

(0.09

)

 

 

$

(0.06

)

 

Weighted-average common shares outstanding, basic and diluted

97,234

 

 

 

94,968

 

 

 

 

 

 

(1) Reported amounts include stock-based compensation expense as follows:

 

 

 

For the Three Months Ended March 31,

 

2021

 

 

2020

 

Cost of revenue

$

130

 

 

 

$

45

 

 

Sales and marketing

191

 

 

 

377

 

 

Research and development

15

 

 

 

18

 

 

General and administrative

2,139

 

 

 

605

 

 

Total stock-based compensation

$

2,475

 

 

 

$

1,045

 

 

ServiceSource International, Inc.

Condensed Consolidated Balance Sheets

(in thousands)

(unaudited)

 

 

 

March 31, 2021

 

December 31, 2020

Assets

 

 

 

Current assets:

 

 

 

Cash and cash equivalents

$

34,171

 

 

 

$

34,006

 

 

Accounts receivable, net

34,578

 

 

 

38,890

 

 

Prepaid expenses and other

10,876

 

 

 

9,275

 

 

Total current assets

79,625

 

 

 

82,171

 

 

 

 

 

 

Property and equipment, net

26,998

 

 

 

29,948

 

 

ROU assets

27,515

 

 

 

29,798

 

 

Contract acquisition costs

757

 

 

 

872

 

 

Goodwill

6,334

 

 

 

6,334

 

 

Other assets

3,580

 

 

 

3,490

 

 

Total assets

$

144,809

 

 

 

$

152,613

 

 

 

 

 

 

Liabilities and Stockholders’ Equity

 

 

 

Current liabilities:

 

 

 

Accounts payable

$

5,151

 

 

 

$

1,204

 

 

Accrued expenses

2,728

 

 

 

3,217

 

 

Accrued compensation and benefits

15,313

 

 

 

18,342

 

 

Revolver

15,000

 

 

 

15,000

 

 

Operating lease liabilities

10,365

 

 

 

10,797

 

 

Other current liabilities

827

 

 

 

1,209

 

 

Total current liabilities

49,384

 

 

 

49,769

 

 

 

 

 

 

Operating lease liabilities, net of current portion

23,739

 

 

 

25,975

 

 

Other long-term liabilities

2,302

 

 

 

1,593

 

 

Total liabilities

75,425

 

 

 

77,337

 

 

 

 

 

 

Stockholders’ equity:

 

 

 

Preferred stock

 

 

 

 

 

Common stock

10

 

 

 

10

 

 

Treasury stock

(441

)

 

 

(441

)

 

Additional paid-in capital

382,314

 

 

 

379,696

 

 

Accumulated deficit

(313,442

)

 

 

(304,607

)

 

Accumulated other comprehensive income

943

 

 

 

618

 

 

Total stockholders’ equity

69,384

 

 

 

75,276

 

 

Total liabilities and stockholders’ equity

$

144,809

 

 

 

$

152,613

 

 

ServiceSource International, Inc.

Condensed Consolidated Statements of Cash Flows

(in thousands)

(unaudited)

 

 

 

For the Three Months Ended March 31,

 

2021

 

 

2020

 

Cash flows from operating activities:

 

 

 

Net loss

$

(8,835

)

 

 

$

(5,942

)

 

Adjustments to reconcile net loss to net cash provided by (used in) operating activities:

 

 

 

Depreciation and amortization

3,657

 

 

 

3,396

 

 

Amortization of contract acquisition costs

167

 

 

 

279

 

 

Amortization of ROU assets

2,391

 

 

 

2,313

 

 

Stock-based compensation

2,475

 

 

 

1,045

 

 

Restructuring and other related costs

902

 

 

 

431

 

 

Other

265

 

 

 

18

 

 

Net changes in operating assets and liabilities:

 

 

 

Accounts receivable, net

4,131

 

 

 

(1,722

)

 

Prepaid expenses and other assets

(2,099

)

 

 

1,323

 

 

Contract acquisition costs

(51

)

 

 

9

 

 

Accounts payable

3,952

 

 

 

(3,253

)

 

Accrued compensation and benefits

(3,673

)

 

 

(1,210

)

 

Operating lease liabilities

(2,738

)

 

 

(1,838

)

 

Accrued expenses

(511

)

 

 

223

 

 

Other liabilities

504

 

 

 

(741

)

 

Net cash provided by (used in) operating activities

537

 

 

 

(5,669

)

 

Cash flows from investing activities:

 

 

 

Purchases of property and equipment

(1,019

)

 

 

(1,557

)

 

Net cash used in investing activities

(1,019

)

 

 

(1,557

)

 

Cash flows from financing activities:

 

 

 

Repayment on finance lease obligations

(161

)

 

 

(238

)

 

Proceeds from Revolver

 

 

 

27,000

 

 

Proceeds from issuance of common stock

132

 

 

 

76

 

 

Net cash (used in) provided by financing activities

(29

)

 

 

26,838

 

 

Effect of exchange rate changes on cash and cash equivalents and restricted cash

650

 

 

 

480

 

 

Net change in cash and cash equivalents and restricted cash

139

 

 

 

20,092

 

 

Cash and cash equivalents and restricted cash, beginning of period

36,326

 

 

 

29,383

 

 

Cash and cash equivalents and restricted cash, end of period

$

36,465

 

 

 

$

49,475

 

 

Use of Non-GAAP Financial Measures

To supplement its Condensed Consolidated Financial Statements presented in accordance with generally accepted accounting principles, or GAAP, ServiceSource provides investors with non-GAAP gross profit, non-GAAP net income (loss), non-GAAP net income (loss) per diluted share and Adjusted EBITDA. A reconciliation of these non-GAAP financial measures to the closest GAAP financial measure is presented in the following financial tables.

ServiceSource believes non-GAAP financial information provided in this release can assist investors in understanding and assessing its on-going core operations and prospects for the future and provides an additional tool for investors to use in comparing ServiceSource’s financial results with other companies in the industry, many of which present similar non-GAAP financial measures to investors.

Non-GAAP gross profit consists of gross profit plus adjustments to stock-based compensation and amortization of internally developed software.

Non-GAAP net income (loss) consists of net income (loss) plus stock-based compensation, amortization of internally developed software, restructuring and other related costs, amortization of contract acquisition costs related to the initial adoption of Accounting Standards Update No. 2014-09, Revenue from Contracts with Customers (Topic 606) (“ASC 606”), non-cash interest expense and applying an income tax rate of 26.5% on non-GAAP adjustments. Stock-based compensation expense is expected to vary depending on the number of new grants issued, changes in the Company’s stock price, stock market volatility, expected option lives and risk-free interest rates, all of which are difficult to estimate.

EBITDA consists of net income (loss) plus provision for income tax expense (benefit), interest and other expense (income), net and depreciation and amortization. Adjusted EBITDA consists of EBITDA plus stock-based compensation, restructuring and other related costs, and amortization of contract acquisition costs related to the initial adoption of ASC 606.

These non-GAAP measures should not be considered a substitute for, or superior to, financial measures calculated in accordance with GAAP.

ServiceSource International, Inc.

GAAP To Non-GAAP Reconciliation

(in thousands, except per share amounts)

(unaudited)

 

 

 

For the Three Months Ended March 31,

 

 

 

2021

 

 

2020

 

Net revenue

 

$

45,023

 

 

$

50,114

 

 

 

 

 

 

 

Gross profit

 

 

 

 

GAAP gross profit

 

$

10,956

 

 

$

14,554

 

Non-GAAP adjustments:

 

 

 

 

 

Stock-based compensation

(A)

130

 

 

45

 

 

Amortization of internally developed software

(B)

1,832

 

 

1,253

 

Non-GAAP gross profit

 

$

12,918

 

 

$

15,852

 

 

 

 

 

 

 

Gross profit %

 

 

 

 

GAAP gross profit

 

24.3

%

 

29.0

%

Non-GAAP adjustments:

 

 

 

 

 

Stock-based compensation

(A)

0.3

%

 

0.1

%

 

Amortization of internally developed software

(B)

4.1

%

 

2.5

%

Non-GAAP gross profit

 

28.7

%

 

31.6

%

Certain totals do not add due to rounding

 

 

 

 

 

 

 

 

 

Operating expenses

 

 

 

 

GAAP operating expenses

 

$

18,300

 

 

$

19,604

 

Non-GAAP adjustments:

 

 

 

 

 

Stock-based compensation

(A)

(2,345

)

 

(1,000

)

 

Amortization of internally developed software

(B)

(360

)

 

(512

)

 

Restructuring and other related costs

(C)

(920

)

 

(467

)

 

Amortization of contract acquisition costs – ASC 606 initial adoption

(D)

(84

)

 

(218

)

Non-GAAP operating expenses

 

$

14,591

 

 

$

17,407

 

 

 

 

 

 

Net loss

 

 

 

 

GAAP net loss

 

$

(8,835

)

 

$

(5,942

)

Non-GAAP adjustments:

 

 

 

 

 

Stock-based compensation

(A)

2,475

 

 

1,045

 

 

Amortization of internally developed software

(B)

2,192

 

 

1,765

 

 

Restructuring and other related costs

(C)

920

 

 

467

 

 

Amortization of contract acquisition costs – ASC 606 initial adoption

(D)

84

 

 

218

 

 

Non-cash interest expense

(E)

18

 

 

18

 

 

Income tax effect on non-GAAP adjustments

(F)

1,077

 

 

656

 

Non-GAAP net loss

 

$

(2,069

)

 

$

(1,773

)

 

 

 

 

 

Diluted net loss per share

 

 

 

 

GAAP net loss per share

 

$

(0.09

)

 

$

(0.06

)

Non-GAAP adjustments:

 

 

 

 

 

Stock-based compensation

(A)

0.03

 

 

0.01

 

 

Amortization of internally developed software

(B)

0.02

 

 

0.02

 

 

Restructuring and other related costs

(C)

0.01

 

 

0.00

 

 

Amortization of contract acquisition costs – ASC 606 initial adoption

(D)

0.00

 

 

0.00

 

 

Non-cash interest expense

(E)

0.00

 

 

0.00

 

 

Income tax effect on non-GAAP adjustments

(F)

0.01

 

 

0.01

 

Non-GAAP diluted net loss per share

 

$

(0.02

)

 

$

(0.02

)

Certain totals do not add due to rounding

 

 

 

 

Shares used in calculating diluted net loss per share on a non-GAAP basis

(G)

97,234

 

 

94,968

 

Footnotes to GAAP to Non-GAAP Reconciliation

(A) Stock-based compensation. Included in our GAAP presentation of cost of revenue and operating expenses, stock-based compensation consists of expenses for stock options, stock unit awards and purchase rights under our stock purchase plan. We exclude stock-based compensation expense from our non-GAAP measures because some investors may view it as not reflective of our core operating performance as it is a non-cash expense.

(B) Amortization of internally developed software. Included in our GAAP presentation of cost of revenue and operating expenses, amortization of internally developed software reflects non-cash expense for software developed or obtained for internal use. We exclude these expenses from our non-GAAP measures because we believe they are not indicative of our core operating performance.

(C) Restructuring and other related costs. Included in our GAAP presentation, we incurred expenses related to our restructuring effort to better align our cost structure with current revenue levels. Restructuring and other related costs consist primarily of employees’ severance payments, related employee benefits, related legal fees and charges related to leases and other contract termination costs. These are one-time in nature costs that are not indicative of our core operating performance.

(D) Amortization of contract acquisition costs – ASC 606 initial adoption. Upon adoption of ASC 606 using the modified retrospective approach, we capitalized approximately $3.3 million of previously expensed sales commissions from 2015, 2016 and 2017. Amortization of these amounts are included in our GAAP presentation as sales and marketing expense. We believe the non-cash amortization expense is not related to or indicative of our ongoing operating performance.

(E) Non-cash interest expense. Under GAAP, we recognize interest expense at the effective interest rate which includes interest costs related to the amortization of debt issuance costs. The difference between the effective interest rate and the contractual interest rate is excluded from our assessment of our operating performance because we believe this non-cash expense is not indicative of ongoing operating performance. We believe that the exclusion of the non-cash interest expense provides investors a view of our core operating performance.

(F) Income tax effect on non-GAAP adjustments. This adjusts the provision for income taxes to reflect the effect of the non-GAAP items A, B, C, D, E and F noted above on our non-GAAP net income (loss).

(G) Shares used in calculating diluted net income (loss) per share on a non-GAAP basis. The share count for basic and diluted earnings per share is the same due to GAAP net losses for the three months ended March 31, 2021 and 2020.

ServiceSource International, Inc.

Reconciliation of Net Loss to Adjusted EBITDA

(in thousands)

(unaudited)

 

 

 

 

 

For the Three Months Ended March 31,

 

 

2021

 

 

2020

 

Net loss

 

$

(8,835

)

 

 

$

(5,942

)

 

Provision for income tax expense

 

331

 

 

 

18

 

 

Interest and other expense, net

 

1,160

 

 

 

874

 

 

Depreciation and amortization(1)

 

3,657

 

 

 

3,396

 

 

EBITDA

 

(3,687

)

 

 

(1,654

)

 

Stock-based compensation

(A)

2,475

 

 

 

1,045

 

 

Restructuring and other related costs

(C)

920

 

 

 

467

 

 

Amortization of contract acquisition asset costs – ASC 606 initial adoption

(D)

84

 

 

 

218

 

 

Adjusted EBITDA

 

$

(208

)

 

 

$

76

 

 

 

 

 

 

 

(1) Depreciation and amortization expense are comprised of the following:

 

 

 

 

 

For the Three Months Ended March 31,

 

 

2021

 

 

2020

 

Internally developed software amortization

 

$

2,192

 

 

 

$

1,765

 

 

Property and equipment depreciation

 

1,465

 

 

 

1,631

 

 

Depreciation and amortization

 

$

3,657

 

 

 

$

3,396

 

 

 

 

 

 

 

 

Contacts

Investor Relations Contact for ServiceSource:

Chad Lyne

ServiceSource International, Inc.

investorrelations@servicesource.com

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