ServiceSource International (SREV) 10-Q 7 May 20 2020 Q1 Quarterly report Financial data

Cover Page

Cover Page - shares	3 Months Ended
	Mar. 31, 2020	Apr. 30, 2020
Cover [Abstract]
Document Type	10-Q
Document Quarterly Report	true
Document Period End Date	Mar. 31, 2020
Document Transition Report	false
Entity File Number	001-35108
Entity Registrant Name	SERVICESOURCE INTERNATIONAL, INC.
Entity Incorporation, State or Country Code	DE
Entity Tax Identification Number	81-0578975
Entity Address, Address Line One	707 17th Street, 25th Floor
Entity Address, City or Town	Denver,
Entity Address, State or Province	CO
Entity Address, Postal Zip Code	80202
City Area Code	(720)
Local Phone Number	889-8500
Title of 12(b) Security	Common Stock, $0.0001 Par Value
Trading Symbol	SREV
Security Exchange Name	NASDAQ
Entity Current Reporting Status	Yes
Entity Interactive Data Current	Yes
Entity Filer Category	Accelerated Filer
Small Business	true
Emerging Growth Company	false
Entity Shell Company	false
Entity Common stock, shares outstanding		95,134,350
Amendment Flag	false
Document Fiscal Year Focus	2020
Document Fiscal Period Focus	Q1
Entity Central Index Key	0001310114
Current Fiscal Year End Date	--12-31

Consolidated Balance Sheets

Consolidated Balance Sheets - USD ($) $ in Thousands	Mar. 31, 2020	Dec. 31, 2019
Current assets:
Cash and cash equivalents	$ 47,181	$ 27,089
Accounts receivable, net	43,354	41,754
Prepaid expenses and other	5,939	7,296
Total current assets	96,474	76,139
Property and equipment, net	34,242	36,149
ROU assets	33,450	36,396
Contract acquisition costs	1,302	1,602
Goodwill	6,334	6,334
Other assets	4,764	4,844
Total assets	176,566	161,464
Current liabilities:
Accounts payable	1,115	4,392
Accrued expenses	3,456	3,366
Accrued compensation and benefits	15,746	16,700
Revolver	27,000	0
Operating lease liabilities	10,132	9,652
Other current liabilities	1,662	2,218
Total current liabilities	59,111	36,328
Operating lease liabilities, net of current portion	30,800	33,716
Other long-term liabilities	2,520	2,983
Total liabilities	92,431	73,027
Commitments and contingencies (Note 10)
Stockholders’ equity:
Preferred stock, $0.001 par value; 20,000 shares authorized and none issued and outstanding	0	0
Common stock; $0.0001 par value; 1,000,000 shares authorized; 95,262 shares issued and 95,141 shares outstanding as of March 31, 2020; 94,972 shares issued and 94,851 shares outstanding as of December 31, 2019	10	9
Treasury stock	(441)	(441)
Additional paid-in capital	375,666	374,525
Accumulated deficit	(292,008)	(286,066)
Accumulated other comprehensive income	908	410
Total stockholders’ equity	84,135	88,437
Total liabilities and stockholders’ equity	$ 176,566	$ 161,464

Consolidated Balance Sheets (Pa

Consolidated Balance Sheets (Parenthetical) - $ / shares	Mar. 31, 2020	Dec. 31, 2019
Statement of Financial Position [Abstract]
Preferred stock, par value (in dollars per share)	$ 0.001	$ 0.001
Preferred stock, shares authorized (in shares)	20,000,000	20,000,000
Preferred stock, shares issued (in shares)	0	0
Preferred stock, shares outstanding (in shares)	0	0
Common stock, par value (in dollars per share)	$ 0.0001	$ 0.0001
Common stock, shares authorized (in shares)	1,000,000,000	1,000,000,000
Common stock, shares issued (in shares)	95,262,000	94,972,000
Common stock, shares outstanding (in shares)	95,141,000	94,851,000

Consolidated Statements of Oper

Consolidated Statements of Operations - USD ($) shares in Thousands, $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Income Statement [Abstract]
Net revenue	$ 50,114	$ 55,511
Cost of revenue	35,560	39,476
Gross profit	14,554	16,035
Operating expenses:
Sales and marketing	7,268	7,949
Research and development	1,181	1,263
General and administrative	10,688	10,982
Restructuring and other related costs	467	1,058
Total operating expenses	19,604	21,252
Loss from operations	(5,050)	(5,217)
Interest and other expense, net	(874)	(490)
Loss before provision for income taxes	(5,924)	(5,707)
Provision for income tax expense	(18)	(12)
Net loss	$ (5,942)	$ (5,719)
Net loss per common share:
Basic and diluted (in dollars per share)	$ (0.06)	$ (0.06)
Weighted-average common shares outstanding:
Basic and diluted (in shares)	94,968	92,914

Consolidated Statements of Comp

Consolidated Statements of Comprehensive Loss - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Statement of Comprehensive Income [Abstract]
Net loss	$ (5,942)	$ (5,719)
Other comprehensive income
Foreign currency translation adjustments	498	76
Other comprehensive income	498	76
Comprehensive loss	$ (5,444)	$ (5,643)

Consolidated Statements of Stoc

Consolidated Statements of Stockholders' Equity - USD ($) shares in Thousands, $ in Thousands	Total	Common Stock	Treasury Shares/Stock	Additional Paid-in Capital	Accumulated Deficit	Accumulated Other Comprehensive Income
Beginning balance (in shares) at Dec. 31, 2018		92,895	(121)
Stockholders' equity, beginning balance at Dec. 31, 2018	$ 101,833	$ 9	$ (441)	$ 369,246	$ (267,383)	$ 402
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Net loss	(5,719)				(5,719)
Other comprehensive income	76					76
Stock-based compensation	1,564			1,564
Issuance of common stock, RSUs (in shares)		229
Issuance of common stock, RSUs	0
Proceeds from the exercise of stock options and ESPP (in shares)		139
Proceeds from the exercise of stock options and ESPP	141			141
Ending balance (in shares) at Mar. 31, 2019		93,263	(121)
Stockholders' equity, ending balance at Mar. 31, 2019	97,895	$ 9	$ (441)	370,951	(273,102)	478
Beginning balance (in shares) at Dec. 31, 2019		94,972	(121)
Stockholders' equity, beginning balance at Dec. 31, 2019	88,437	$ 9	$ (441)	374,525	(286,066)	410
Increase (Decrease) in Stockholders' Equity [Roll Forward]
Net loss	(5,942)				(5,942)
Other comprehensive income	498					498
Stock-based compensation	1,066			1,066
Issuance of common stock, RSUs (in shares)		178
Issuance of common stock, RSUs	0	$ 1		(1)
Proceeds from the exercise of stock options and ESPP (in shares)		112
Proceeds from the exercise of stock options and ESPP	76			76
Ending balance (in shares) at Mar. 31, 2020		95,262	(121)
Stockholders' equity, ending balance at Mar. 31, 2020	$ 84,135	$ 10	$ (441)	$ 375,666	$ (292,008)	$ 908

Consolidated Statements of Cash

Consolidated Statements of Cash Flows - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Cash flows from operating activities:
Net loss	$ (5,942)	$ (5,719)
Adjustments to reconcile net loss to net cash (used in) provided by operating activities:
Depreciation and amortization	3,396	3,285
Amortization of contract acquisition costs	279	400
Amortization of ROU assets	2,313	2,239
Stock-based compensation	1,045	1,570
Restructuring and other related costs	431	1,041
Other	18	18
Net changes in operating assets and liabilities:
Accounts receivable, net	(1,722)	3,258
Prepaid expenses and other assets	1,323	(1,277)
Contract acquisition costs	9	(108)
Accounts payable	(3,253)	(18)
Accrued compensation and benefits	(1,210)	1,094
Operating lease liabilities	(1,838)	(2,338)
Accrued expenses	223	(1,023)
Other liabilities	(741)	(338)
Net cash (used in) provided by operating activities	(5,669)	2,084
Cash flows from investing activities:
Purchases of property and equipment	(1,557)	(2,898)
Net cash used in investing activities	(1,557)	(2,898)
Cash flows from financing activities:
Repayment on finance lease obligations	(238)	(190)
Proceeds from Revolver	27,000	0
Proceeds from issuance of common stock	76	141
Net cash provided by (used in) financing activities	26,838	(49)
Effect of exchange rate changes on cash and cash equivalents and restricted cash	480	185
Net change in cash and cash equivalents and restricted cash	20,092	(678)
Cash and cash equivalents and restricted cash, beginning of period	29,383	27,779
Cash and cash equivalents and restricted cash, end of period	49,475	27,101
Supplemental disclosures of cash flow information:
Cash paid for interest	55	66
Supplemental disclosures of non-cash activities:
Purchase of property and equipment accrued in accounts payable and accrued expenses	10	208
ROU assets obtained in exchange for new lease liabilities	204	9,656
ASU 2016-02
Supplemental disclosures of non-cash activities:
Increase in operating lease liabilities related to the adoption of ASC 842	0	32,104
Increase in ROU assets related to the adoption of ASC 842	0	29,526
Decrease in prepaids and other assets related to the adoption of ASC 842	0	(749)
Decrease in other liabilities related to the adoption of ASC 842	$ 0	$ (3,327)

The Company

The Company	3 Months Ended
	Mar. 31, 2020
Accounting Policies [Abstract]
The Company	The Company ServiceSource is a leading provider of BPaaS (business process-as-a-service) solutions that enable the transformation of go-to-market organizations and functions for global technology clients. We design, deploy, and operate a suite of innovative solutions and complex processes that support and augment our clients’ B2B customer acquisition, engagement, expansion and retention activities. Our clients - ranging from Fortune 500 technology titans to high-growth disruptors and innovators - rely on our holistic customer engagement methodology and process excellence, global scale and delivery footprint, and data analytics and business insights to deliver trusted business outcomes that have a meaningful and material positive impact to their long-term revenue and profitability objectives. Through our unique integration of people, process and technology - leveraged against our 20 years of experience and domain expertise in the cloud, software, hardware, medical device and diagnostic equipment, and industrial IoT sectors - we effect and transact billions of dollars of B2B commerce in more than 175 countries on our clients’ behalf annually. “ServiceSource,” “the Company,” “we,” “us,” or “our”, as used herein, refer to ServiceSource International, Inc. and its wholly-owned subsidiaries, unless the context indicates otherwise. For a summary of commonly used industry terms and abbreviations used in this report, see Glossary of Terms located at the end of this report.

Summary of Significant Accounti

Summary of Significant Accounting Policies	3 Months Ended
	Mar. 31, 2020
Accounting Policies [Abstract]
Summary of Significant Accounting Policies	Summary of Significant Accounting Policies Basis of Presentation The accompanying unaudited interim Consolidated Financial Statements include the accounts of ServiceSource International, Inc. and its wholly-owned subsidiaries and have been prepared in accordance with GAAP and with the instructions to Form 10-Q and Article 8 of Regulation S-X for interim financial information. All intercompany balances and transactions have been eliminated in consolidation. These financial statements do not include all the information required by GAAP for annual financial statements. The unaudited Consolidated Balance Sheet as of December 31, 2019 has been derived from the Company’s audited annual Consolidated Financial Statements included in our annual report on Form 10-K for the year ended December 31, 2019 filed with the SEC on February 19, 2020 . In the opinion of management, these Consolidated Financial Statements reflect all adjustments, including normal recurring adjustments, management considers necessary for a fair presentation of the Company’s financial position, operating results, and cash flows for the interim periods presented. These Consolidated Financial Statements and accompanying notes should be read in conjunction with our audited Consolidated Financial Statements and the notes thereto for the year ended December 31, 2019 , included in our annual report on Form 10-K. Interim results are not necessarily indicative of results for the entire year. Use of Estimates The preparation of the Consolidated Financial Statements in accordance with GAAP requires management to make estimates and assumptions that affect the reported amounts of assets and liabilities, the disclosure of contingent assets and liabilities at the date of the Consolidated Financial Statements and the reported amount of net revenue and expenses during the reporting period. The Company bases its estimates and judgments on historical experience and on various assumptions that it believes are reasonable under the circumstances. However, future events are subject to change and estimates and judgments routinely require adjustment. Actual results and outcomes may differ from our estimates. Reclassifications Certain items on the Consolidated Statements of Cash Flows for the three months ended March 31, 2019 have been reclassified to conform to the current year presentation. These reclassifications did not affect the Consolidated Balance Sheet, Consolidated Statements of Operations, Consolidated Statements of Comprehensive Loss or Consolidated Statements of Stockholders' Equity. New Accounting Standards Issued but Not yet Adopted Financial Instruments - Credit Losses In June 2016, the FASB issued an ASU that amends the measurement of credit losses on financial instruments and requires measurement and recognition of expected versus incurred credit losses for financial assets held. This ASU is effective for annual periods and interim periods for those annual periods beginning after December 15, 2022, with early adoption permitted. This standard will apply to the Company's accounts receivables and contract assets. Based on our current analysis, the Company does not expect the adoption to have a material impact on its Consolidated Financial Statements as credit losses associated from trade receivables have historically been insignificant. The Company will adopt this standard effective January 1, 2023. Income Taxes In December 2019, the FASB issued an ASU that simplifies the accounting for income taxes by eliminating certain exceptions to the guidance in ASC 740 related to the approach for intraperiod tax allocation, the methodology for calculating income taxes in an interim period and the recognition of deferred tax liabilities for outside basis differences. This ASU is effective for annual periods and interim periods for those annual periods beginning after December 15, 2020, with early adoption permitted. Based on our current analysis, the Company does not expect the adoption to have a material impact on its Consolidated Financial Statements. The Company will adopt this standard effective January 1, 2021.

Fair Value of Financial Instrum

Fair Value of Financial Instruments	3 Months Ended
	Mar. 31, 2020
Fair Value Disclosures [Abstract]
Fair Value of Financial Instruments	Fair Value of Financial Instruments The Company follows a three-tier fair value hierarchy, which is described in detail in the Company's Annual Report on Form 10-K for the year ended December 31, 2019 . The following table presents the Company's cash and cash equivalents and restricted cash by significant investment category measured at fair value: March 31, 2020 December 31, 2019 (in thousands) Level 1: Cash $ 11,202 $ 9,142 Money market mutual funds 35,979 17,947 Cash and cash equivalents $ 47,181 $ 27,089 Restricted cash $ 2,294 $ 2,294 The Company did not have any other financial instruments or debt measured at fair value as of March 31, 2020 and 2019 . There were no transfers between levels during the three months ended March 31, 2020 and 2019

Debt

Debt	3 Months Ended
	Mar. 31, 2020
Debt Disclosure [Abstract]
Debt	Debt Revolving Line of Credit In July 2018 , the Company entered into a $40.0 million Revolver that allows us to borrow against our domestic receivables as defined in the credit agreement. The Revolver matures July 2021 and bears interest at a variable rate per annum based on the greater of the prime rate, the Federal Funds rate plus 0.50% or the one-month LIBOR rate plus 1.00% , plus, in each case, a margin of 1.00% for base rate borrowings or 2.00% for Eurodollar borrowings. As of March 31, 2020 , the Company had $27.0 million of borrowings outstanding under the Revolver through a six-month Eurodollar borrowing at an effective interest rate of 3.07% maturing September 2020 and an additional $2.3 million available for borrowing under the Revolver. The Eurodollar borrowings may be extended upon maturity, converted into a base rate borrowing upon maturity or require an incremental payment if our borrowing base decreases below our current amount outstanding during the term of the Eurodollar borrowing. The obligations under the credit agreement are secured by substantially all assets of the borrowers and certain of their subsidiaries, including pledges of equity in certain of the Company’s subsidiaries. The Revolver has covenants with which the Company was in compliance as of March 31, 2020 and December 31, 2019 . Deferred Debt Issuance Costs and Interest Expense Unamortized debt issuance costs related to the Revolver were $0.1 million as of March 31, 2020 and December 31, 2019 . Interest expense related to the amortization of debt issuance costs and interest expense associated with the Company's debt obligation was $0.1 million for the three months ended March 31, 2020 and 2019 .

Leases

Leases	3 Months Ended
	Mar. 31, 2020
Leases [Abstract]
Leases	Leases The Company has operating leases for office space and finance leases for certain equipment under non-cancelable agreements with various expiration dates through May 2030. Certain office leases include the option to extend the term between one to seven years and certain office leases include the option to terminate the lease upon written notice within one to eight years after lease commencement. Leases with an initial term of 12 months or less are not recorded on the balance sheet. In January 2020, the Company entered into a one-year sublease agreement with a third-party for one floor of its Manila office space, with total sublease income of approximately $1.1 million . In July 2019, the Company entered into a sublease with a third-party for its San Francisco office space leased during 2018 through the remaining term of the lease, November 30, 2023. The Company recognizes rent expense and sublease income on a straight-line basis over the lease period and accrues for rent expense and sublease income incurred but not paid. Supplemental income statement information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 (in thousands) Operating lease cost $ 3,107 $ 2,881 Finance lease cost: Amortization of leased assets 188 151 Interest on lease liabilities 31 41 Total finance lease cost 219 192 Sublease income (892 ) (468 ) Net lease cost $ 2,434 $ 2,605 Supplemental balance sheet information related to leases was as follows: March 31, 2020 December 31, 2019 (in thousands) Operating leases: ROU assets $ 33,450 $ 36,396 Operating lease liabilities $ 10,132 $ 9,652 Operating lease liabilities, net of current portion 30,800 33,716 Total operating lease liabilities $ 40,932 $ 43,368 Finance leases: Property and equipment $ 2,836 $ 3,480 Accumulated depreciation (1,395 ) (1,823 ) Property and equipment, net $ 1,441 $ 1,657 Other current liabilities $ 875 $ 952 Other long-term liabilities 510 671 Total finance lease liabilities $ 1,385 $ 1,623 Lease term and discount rate information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 Weighted-average remaining lease term (in years): Operating lease 5.9 5.3 Finance lease 1.6 2.5 Weighted-average discount rate: Operating lease 6.4 % 6.5 % Finance lease 7.8 % 8.3 % Maturities of lease liabilities were as follows as of March 31, 2020 : Operating Leases Operating Sublease Finance Leases Total (in thousands) Remainder of 2020 $ 9,361 $ (2,717 ) $ 771 $ 7,415 2021 11,922 (2,631 ) 633 9,924 2022 8,478 (2,538 ) 64 6,004 2023 3,555 (623 ) — 2,932 2024 2,619 — — 2,619 Thereafter 13,634 — — 13,634 Total lease payments 49,569 (8,509 ) 1,468 42,528 Less: interest (8,601 ) — (83 ) (8,684 ) Less: tenant improvement reimbursements (1) (36 ) — — (36 ) Total $ 40,932 $ (8,509 ) $ 1,385 $ 33,808 (1) Relates to tenant improvement reimbursements incurred by the Company after lease commencement, but not received from landlord as of March 31, 2020 .
Leases	Leases The Company has operating leases for office space and finance leases for certain equipment under non-cancelable agreements with various expiration dates through May 2030. Certain office leases include the option to extend the term between one to seven years and certain office leases include the option to terminate the lease upon written notice within one to eight years after lease commencement. Leases with an initial term of 12 months or less are not recorded on the balance sheet. In January 2020, the Company entered into a one-year sublease agreement with a third-party for one floor of its Manila office space, with total sublease income of approximately $1.1 million . In July 2019, the Company entered into a sublease with a third-party for its San Francisco office space leased during 2018 through the remaining term of the lease, November 30, 2023. The Company recognizes rent expense and sublease income on a straight-line basis over the lease period and accrues for rent expense and sublease income incurred but not paid. Supplemental income statement information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 (in thousands) Operating lease cost $ 3,107 $ 2,881 Finance lease cost: Amortization of leased assets 188 151 Interest on lease liabilities 31 41 Total finance lease cost 219 192 Sublease income (892 ) (468 ) Net lease cost $ 2,434 $ 2,605 Supplemental balance sheet information related to leases was as follows: March 31, 2020 December 31, 2019 (in thousands) Operating leases: ROU assets $ 33,450 $ 36,396 Operating lease liabilities $ 10,132 $ 9,652 Operating lease liabilities, net of current portion 30,800 33,716 Total operating lease liabilities $ 40,932 $ 43,368 Finance leases: Property and equipment $ 2,836 $ 3,480 Accumulated depreciation (1,395 ) (1,823 ) Property and equipment, net $ 1,441 $ 1,657 Other current liabilities $ 875 $ 952 Other long-term liabilities 510 671 Total finance lease liabilities $ 1,385 $ 1,623 Lease term and discount rate information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 Weighted-average remaining lease term (in years): Operating lease 5.9 5.3 Finance lease 1.6 2.5 Weighted-average discount rate: Operating lease 6.4 % 6.5 % Finance lease 7.8 % 8.3 % Maturities of lease liabilities were as follows as of March 31, 2020 : Operating Leases Operating Sublease Finance Leases Total (in thousands) Remainder of 2020 $ 9,361 $ (2,717 ) $ 771 $ 7,415 2021 11,922 (2,631 ) 633 9,924 2022 8,478 (2,538 ) 64 6,004 2023 3,555 (623 ) — 2,932 2024 2,619 — — 2,619 Thereafter 13,634 — — 13,634 Total lease payments 49,569 (8,509 ) 1,468 42,528 Less: interest (8,601 ) — (83 ) (8,684 ) Less: tenant improvement reimbursements (1) (36 ) — — (36 ) Total $ 40,932 $ (8,509 ) $ 1,385 $ 33,808 (1) Relates to tenant improvement reimbursements incurred by the Company after lease commencement, but not received from landlord as of March 31, 2020 .

Revenue Recognition

Revenue Recognition	3 Months Ended
	Mar. 31, 2020
Revenue from Contract with Customer [Abstract]
Revenue Recognition	Revenue Recognition The following tables present the disaggregation of revenue from contracts with our clients: Revenue by Performance Obligation For the Three Months Ended March 31, 2020 2019 (in thousands) Selling services $ 49,173 $ 55,128 Professional services 941 383 Total revenue $ 50,114 $ 55,511 Revenue by Geography Revenue for each geography generally reflects commissions earned from sales of service contracts managed from revenue delivery centers in that geography and subscription sales and professional services to deploy the Company's solutions. Predominantly all the service contracts sold and managed by the revenue delivery centers relate to end customers located in the same geography. All NALA revenue represents revenue generated within the U.S. For the Three Months Ended March 31, 2020 2019 (in thousands) NALA $ 28,473 $ 33,201 EMEA 14,007 13,636 APJ 7,634 8,674 Total revenue $ 50,114 $ 55,511 Revenue by Contract Pricing For the Three Months Ended March 31, 2020 2019 (in thousands) Variable consideration $ 36,366 $ 35,782 Fixed consideration 13,748 19,729 Total revenue $ 50,114 $ 55,511 Contract Balances As of March 31, 2020 and December 31, 2019 , the contract asset balances totaled $0.02 million and $0.03 million , respectively, and the contract liability balances totaled $0.7 million and $0.8 million , respectively. Transaction Price Allocated to Remaining Performance Obligations Assuming none of the Company’s current contracts with fixed consideration are renewed, we estimate receiving approximately $36.1 million in future selling services fixed consideration as of March 31, 2020 . As of March 31, 2020 , we estimate $1.0 million in professional services fixed consideration revenue to be recognized through the remainder of 2020 . Contract Acquisition Costs Under the transition guidance, the Company recorded a $3.3 million contract acquisition asset and corresponding offset to the opening accumulated deficit balance related to previously expensed sales commissions. The Company recorded $0.2 million and $0.3 million in amortization expense related to this amount for the three months March 31, 2020 and 2019 , respectively. Detail of contract acquisition costs related to contracts obtained during the period are as follows: For the Three Months Ended March 31, 2020 2019 (in thousands) Balance at beginning of period $ 761 $ 842 Capitalized costs (21 ) 112 Amortization expense (61 ) (143 ) Balance at end of period (1) $ 679 $ 811 (1) The weighted-average remaining amortization period related to these costs was approximately 2.2 years and 1.8 years for the three months March 31, 2020 and 2019 , respectively. Impairment recognized on contract costs was insignificant for the three months ended March 31, 2020 and 2019

Stock-Based Compensation

Stock-Based Compensation	3 Months Ended
	Mar. 31, 2020
Share-based Payment Arrangement [Abstract]
Stock-Based Compensation	Stock-Based Compensation Stock-Based Compensation Expense The following table presents stock-based compensation expense as allocated within the Company's Consolidated Statements of Operations: For the Three Months Ended March 31, 2020 2019 (in thousands) Cost of revenue $ 45 $ 159 Sales and marketing 377 443 Research and development 18 (6 ) General and administrative 605 974 Total stock-based compensation $ 1,045 $ 1,570 The above table does not include capitalized stock-based compensation related to internal-use software that was immaterial for the three months ended March 31, 2020 and 2019 . Stock Awards A summary of the Company's stock option activity and related information was as follows: Shares Weighted-Average Exercise Price Weighted-Average Remaining Contractual Life (Years) Intrinsic Value (in thousands) (in thousands) Outstanding as of December 31, 2019 4,146 $ 2.16 $ 1,580 Granted 20 $ 1.32 Expired and/or forfeited (77 ) $ 3.51 Outstanding as of March 31, 2020 4,089 $ 2.13 7.80 $ — Exercisable as of March 31, 2020 2,072 $ 3.01 6.80 $ — The weighted-average fair value of options granted during the three months ended March 31, 2020 and 2019 was $0.63 and $0.53 , respectively. As of March 31, 2020 , there was $1.2 million of unrecognized compensation expense related to stock options granted under the 2011 Plan, which is expected to be recognized over a weighted-average period of 2.3 years. A summary of the Company's RSU and PSU activity and related information was as follows: Units Weighted-Average Grant Date Fair Value (in thousands) Non-vested as of December 31, 2019 5,305 $ 1.88 Granted 185 $ 1.31 Vested (178 ) $ 3.27 Forfeited (322 ) $ 1.95 Non-vested as of March 31, 2020 4,990 $ 1.80 As of March 31, 2020 , there was $6.6 million of unrecognized compensation expense related to RSUs and PSUs granted under the 2011 Plan, which is expected to be recognized over a weighted-average period of 2.2 years. Potential shares of common stock that are not included in the determination of diluted net loss per share because they are anti-dilutive for the periods presented consist of stock options, unvested RSUs and shares to be purchased under our ESPP. The Company excluded from diluted earnings per share the weighted-average common share equivalents related to 4.2 million and 10.4 million shares for the three months ended March 31, 2020 and 2019 , respectively, because their effect would have been anti-dilutive.

Restructuring and Other Related

Restructuring and Other Related Costs	3 Months Ended
	Mar. 31, 2020
Restructuring and Related Activities [Abstract]
Restructuring and Other Related Costs	Restructuring and Other Related Costs The Company has undergone restructuring efforts to better align its cost structure with its business and market conditions. These restructuring efforts include severance and other employee costs, lease and other contract termination costs and asset impairments. Severance and other employee costs include severance payments, related employee benefits, stock-based compensation related to the accelerated vesting of certain equity awards and employee-related legal fees. Lease and other contract termination costs include charges related to lease consolidation and abandonment of spaces no longer utilized and the cancellation of certain contracts with outside vendors. Asset impairments include charges related to leasehold improvements and furniture in spaces vacated or no longer in use. The restructuring plans and future cash outlays are recorded in "Accrued expenses", "Accrued compensation and benefits" and "Other long-term liabilities" in our Consolidated Balance Sheets as of March 31, 2020 and December 31, 2019 . During 2019, the Company announced a restructuring effort resulting in a reduction of headcount and office lease costs. The Company recognized charges related to this restructuring effort of $0.5 million and $1.1 million for the three months ended March 31, 2020 and 2019 , respectively, and expects to incur additional costs through 2020. The following table presents a reconciliation of the beginning and ending fair value liability balance related to the 2019 restructuring effort: Severance and Other Employee Costs Lease Termination Costs Total (in thousands) Balance as of January 1, 2019 $ — $ — $ — Restructuring and other related costs 1,806 123 1,929 Cash paid (1,624 ) (123 ) (1,747 ) Balance as of December 31, 2019 182 — 182 Restructuring and other related costs 467 — 467 Cash paid (503 ) — (503 ) Change in estimates and non-cash charges (19 ) — (19 ) Balance as of March 31, 2020 $ 127 $ — $ 127 In May 2017 , the Company announced a restructuring effort resulting in a headcount reduction and the reduction of office space in four locations. The Company does not expect to incur additional restructuring charges related to the May 2017 restructuring as of March 31, 2020 . The following table presents a reconciliation of the beginning and ending fair value liability balance related to the May 2017 restructuring effort: Severance and Other Employee Costs Lease and Other Contract Termination Costs Asset Impairments Total (in thousands) Balance as of January 1, 2017 $ — $ — $ — $ — Restructuring and other related costs 3,483 2,939 886 7,308 Cash paid (3,060 ) (1,185 ) — (4,245 ) Change in estimates and non-cash charges — — (886 ) (886 ) Acceleration of stock-based compensation expense in additional paid-in capital (352 ) — — (352 ) Balance as of December 31, 2017 71 1,754 — 1,825 Restructuring and other related costs 120 89 — 209 Cash paid (188 ) (1,133 ) — (1,321 ) Change in estimates and non-cash charges (3 ) 252 — 249 Balance as of December 31, 2018 — 962 — 962 Cash paid — (183 ) — (183 ) Change in estimates and non-cash charges — (63 ) — (63 ) Balance as of December 31, 2019 — 716 — 716 Cash paid — (44 ) — (44 ) Change in estimates and non-cash charges — (17 ) — (17 ) Balance as of March 31, 2020 $ — $ 655 $ — $ 655

Income Taxes

Income Taxes	3 Months Ended
	Mar. 31, 2020
Income Tax Disclosure [Abstract]
Income Taxes	Income Taxes The Company is subject to taxation in the U.S. and various state and foreign jurisdictions. Earnings from non-U.S. activities are subject to local country income tax. The Company computes its quarterly income tax provision by using a forecasted annual effective tax rate and adjusts for any discrete items arising during the quarter. The primary difference between the effective tax rate and the federal statutory tax rate relates to the valuation allowances on the Company’s net operating losses and foreign tax rate differences. The "Provision for income tax expense" in the Consolidated Statements of Operations primarily consists of income and withholding taxes for foreign and state jurisdictions where the Company has profitable operations, as well as valuation allowance adjustments for certain U.S. tax jurisdictions. No tax benefit was provided for losses incurred in the U.S., Ireland and Singapore because those losses are offset by a full valuation allowance. The tax years 2012 through 2020 generally remain subject to examination by federal, state and foreign tax authorities. The gross amount of the Company’s unrecognized tax benefits was $1.0 million as of March 31, 2020 and December 31, 2019 , none of which, if recognized, would affect the Company’s effective tax rate. The Company does not expect its unrecognized tax benefits to change significantly over the next 12 months. The Company recognizes interest and penalties accrued related to unrecognized tax benefits in income tax expense. During the three months ended March 31, 2020 and 2019 , interest and penalties recognized were insignificant.

Commitments and Contingencies

Commitments and Contingencies	3 Months Ended
	Mar. 31, 2020
Commitments and Contingencies Disclosure [Abstract]
Commitments and Contingencies	Commitments and Contingencies Letters of Credit In connection with two of our leased facilities, the Company is required to maintain two letters of credit totaling $2.3 million . The letters of credit are secured by $2.3 million of cash in money market accounts, which are classified as restricted cash in "Other assets" in our Consolidated Balance Sheets. Non-cancelable Service Contract Commitments Future minimum payments under non-cancelable service contract commitments were as follows: March 31, 2020 (in thousands) Remainder of 2020 $ 6,539 2021 10,057 2022 9,017 2023 7,446 2024 821 Thereafter — Total $ 33,880

Summary of Significant Accoun_2

Summary of Significant Accounting Policies (Policies)	3 Months Ended
	Mar. 31, 2020
Accounting Policies [Abstract]
Basis of Presentation	Basis of Presentation The accompanying unaudited interim Consolidated Financial Statements include the accounts of ServiceSource International, Inc. and its wholly-owned subsidiaries and have been prepared in accordance with GAAP and with the instructions to Form 10-Q and Article 8 of Regulation S-X for interim financial information. All intercompany balances and transactions have been eliminated in consolidation. These financial statements do not include all the information required by GAAP for annual financial statements. The unaudited Consolidated Balance Sheet as of December 31, 2019 has been derived from the Company’s audited annual Consolidated Financial Statements included in our annual report on Form 10-K for the year ended December 31, 2019 filed with the SEC on February 19, 2020 . In the opinion of management, these Consolidated Financial Statements reflect all adjustments, including normal recurring adjustments, management considers necessary for a fair presentation of the Company’s financial position, operating results, and cash flows for the interim periods presented. These Consolidated Financial Statements and accompanying notes should be read in conjunction with our audited Consolidated Financial Statements and the notes thereto for the year ended December 31, 2019
Use of Estimates	Use of Estimates The preparation of the Consolidated Financial Statements in accordance with GAAP requires management to make estimates and assumptions that affect the reported amounts of assets and liabilities, the disclosure of contingent assets and liabilities at the date of the Consolidated Financial Statements and the reported amount of net revenue and expenses during the reporting period. The Company bases its estimates and judgments on historical experience and on various assumptions that it believes are reasonable under the circumstances. However, future events are subject to change and estimates and judgments routinely require adjustment. Actual results and outcomes may differ from our estimates.
Reclassifications	Reclassifications Certain items on the Consolidated Statements of Cash Flows for the three months ended March 31, 2019 have been reclassified to conform to the current year presentation. These reclassifications did not affect the Consolidated Balance Sheet, Consolidated Statements of Operations, Consolidated Statements of Comprehensive Loss or Consolidated Statements of Stockholders' Equity.
New Accounting Standards Issued but Not yet Adopted and New Accounting Standards Adopted	New Accounting Standards Issued but Not yet Adopted Financial Instruments - Credit Losses In June 2016, the FASB issued an ASU that amends the measurement of credit losses on financial instruments and requires measurement and recognition of expected versus incurred credit losses for financial assets held. This ASU is effective for annual periods and interim periods for those annual periods beginning after December 15, 2022, with early adoption permitted. This standard will apply to the Company's accounts receivables and contract assets. Based on our current analysis, the Company does not expect the adoption to have a material impact on its Consolidated Financial Statements as credit losses associated from trade receivables have historically been insignificant. The Company will adopt this standard effective January 1, 2023. Income Taxes In December 2019, the FASB issued an ASU that simplifies the accounting for income taxes by eliminating certain exceptions to the guidance in ASC 740 related to the approach for intraperiod tax allocation, the methodology for calculating income taxes in an interim period and the recognition of deferred tax liabilities for outside basis differences. This ASU is effective for annual periods and interim periods for those annual periods beginning after December 15, 2020, with early adoption permitted. Based on our current analysis, the Company does not expect the adoption to have a material impact on its Consolidated Financial Statements. The Company will adopt this standard effective January 1, 2021.

Fair Value of Financial Instr_2

Fair Value of Financial Instruments (Tables)	3 Months Ended
	Mar. 31, 2020
Fair Value Disclosures [Abstract]
Summary of Financial Instruments Measured at Fair Value	The following table presents the Company's cash and cash equivalents and restricted cash by significant investment category measured at fair value: March 31, 2020 December 31, 2019 (in thousands) Level 1: Cash $ 11,202 $ 9,142 Money market mutual funds 35,979 17,947 Cash and cash equivalents $ 47,181 $ 27,089 Restricted cash $ 2,294 $ 2,294

Leases (Tables)

Leases (Tables)	3 Months Ended
	Mar. 31, 2020
Leases [Abstract]
Summary of supplemental income statement information and other information	Lease term and discount rate information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 Weighted-average remaining lease term (in years): Operating lease 5.9 5.3 Finance lease 1.6 2.5 Weighted-average discount rate: Operating lease 6.4 % 6.5 % Finance lease 7.8 % 8.3 % Supplemental income statement information related to leases was as follows: For the Three Months Ended March 31, 2020 2019 (in thousands) Operating lease cost $ 3,107 $ 2,881 Finance lease cost: Amortization of leased assets 188 151 Interest on lease liabilities 31 41 Total finance lease cost 219 192 Sublease income (892 ) (468 ) Net lease cost $ 2,434 $ 2,605
Summary of supplemental balance sheet information	Supplemental balance sheet information related to leases was as follows: March 31, 2020 December 31, 2019 (in thousands) Operating leases: ROU assets $ 33,450 $ 36,396 Operating lease liabilities $ 10,132 $ 9,652 Operating lease liabilities, net of current portion 30,800 33,716 Total operating lease liabilities $ 40,932 $ 43,368 Finance leases: Property and equipment $ 2,836 $ 3,480 Accumulated depreciation (1,395 ) (1,823 ) Property and equipment, net $ 1,441 $ 1,657 Other current liabilities $ 875 $ 952 Other long-term liabilities 510 671 Total finance lease liabilities $ 1,385 $ 1,623
Summary of maturities of operating lease liabilities	Maturities of lease liabilities were as follows as of March 31, 2020 : Operating Leases Operating Sublease Finance Leases Total (in thousands) Remainder of 2020 $ 9,361 $ (2,717 ) $ 771 $ 7,415 2021 11,922 (2,631 ) 633 9,924 2022 8,478 (2,538 ) 64 6,004 2023 3,555 (623 ) — 2,932 2024 2,619 — — 2,619 Thereafter 13,634 — — 13,634 Total lease payments 49,569 (8,509 ) 1,468 42,528 Less: interest (8,601 ) — (83 ) (8,684 ) Less: tenant improvement reimbursements (1) (36 ) — — (36 ) Total $ 40,932 $ (8,509 ) $ 1,385 $ 33,808 (1) Relates to tenant improvement reimbursements incurred by the Company after lease commencement, but not received from landlord as of March 31, 2020 .
Summary of maturities of finance lease liabilities	Maturities of lease liabilities were as follows as of March 31, 2020 : Operating Leases Operating Sublease Finance Leases Total (in thousands) Remainder of 2020 $ 9,361 $ (2,717 ) $ 771 $ 7,415 2021 11,922 (2,631 ) 633 9,924 2022 8,478 (2,538 ) 64 6,004 2023 3,555 (623 ) — 2,932 2024 2,619 — — 2,619 Thereafter 13,634 — — 13,634 Total lease payments 49,569 (8,509 ) 1,468 42,528 Less: interest (8,601 ) — (83 ) (8,684 ) Less: tenant improvement reimbursements (1) (36 ) — — (36 ) Total $ 40,932 $ (8,509 ) $ 1,385 $ 33,808 (1) Relates to tenant improvement reimbursements incurred by the Company after lease commencement, but not received from landlord as of March 31, 2020 .

Revenue Recognition (Tables)

Revenue Recognition (Tables)	3 Months Ended
	Mar. 31, 2020
Revenue from Contract with Customer [Abstract]
Disaggregation of Revenue From Contracts with Clients	The following tables present the disaggregation of revenue from contracts with our clients: Revenue by Performance Obligation For the Three Months Ended March 31, 2020 2019 (in thousands) Selling services $ 49,173 $ 55,128 Professional services 941 383 Total revenue $ 50,114 $ 55,511 Revenue by Geography Revenue for each geography generally reflects commissions earned from sales of service contracts managed from revenue delivery centers in that geography and subscription sales and professional services to deploy the Company's solutions. Predominantly all the service contracts sold and managed by the revenue delivery centers relate to end customers located in the same geography. All NALA revenue represents revenue generated within the U.S. For the Three Months Ended March 31, 2020 2019 (in thousands) NALA $ 28,473 $ 33,201 EMEA 14,007 13,636 APJ 7,634 8,674 Total revenue $ 50,114 $ 55,511 Revenue by Contract Pricing For the Three Months Ended March 31, 2020 2019 (in thousands) Variable consideration $ 36,366 $ 35,782 Fixed consideration 13,748 19,729 Total revenue $ 50,114 $ 55,511
Capitalized Contract Cost	Detail of contract acquisition costs related to contracts obtained during the period are as follows: For the Three Months Ended March 31, 2020 2019 (in thousands) Balance at beginning of period $ 761 $ 842 Capitalized costs (21 ) 112 Amortization expense (61 ) (143 ) Balance at end of period (1) $ 679 $ 811 (1) The weighted-average remaining amortization period related to these costs was approximately 2.2 years and 1.8 years for the three months March 31, 2020 and 2019 , respectively.

Stock-Based Compensation (Table

Stock-Based Compensation (Tables)	3 Months Ended
	Mar. 31, 2020
Share-based Payment Arrangement [Abstract]
Summary of Stock-Based Compensation Expense	The following table presents stock-based compensation expense as allocated within the Company's Consolidated Statements of Operations: For the Three Months Ended March 31, 2020 2019 (in thousands) Cost of revenue $ 45 $ 159 Sales and marketing 377 443 Research and development 18 (6 ) General and administrative 605 974 Total stock-based compensation $ 1,045 $ 1,570
Summary of Option and Restricted Stock Activity	A summary of the Company's stock option activity and related information was as follows: Shares Weighted-Average Exercise Price Weighted-Average Remaining Contractual Life (Years) Intrinsic Value (in thousands) (in thousands) Outstanding as of December 31, 2019 4,146 $ 2.16 $ 1,580 Granted 20 $ 1.32 Expired and/or forfeited (77 ) $ 3.51 Outstanding as of March 31, 2020 4,089 $ 2.13 7.80 $ — Exercisable as of March 31, 2020 2,072 $ 3.01 6.80 $ —
Summary of Additional Information Concerning Vested RSUs and PSUs	A summary of the Company's RSU and PSU activity and related information was as follows: Units Weighted-Average Grant Date Fair Value (in thousands) Non-vested as of December 31, 2019 5,305 $ 1.88 Granted 185 $ 1.31 Vested (178 ) $ 3.27 Forfeited (322 ) $ 1.95 Non-vested as of March 31, 2020 4,990 $ 1.80

Restructuring and Other Relat_2

Restructuring and Other Related Costs (Tables)	3 Months Ended
	Mar. 31, 2020
Restructuring and Related Activities [Abstract]
Schedule of Restructuring and Other Reserve Activities	The following table presents a reconciliation of the beginning and ending fair value liability balance related to the 2019 restructuring effort: Severance and Other Employee Costs Lease Termination Costs Total (in thousands) Balance as of January 1, 2019 $ — $ — $ — Restructuring and other related costs 1,806 123 1,929 Cash paid (1,624 ) (123 ) (1,747 ) Balance as of December 31, 2019 182 — 182 Restructuring and other related costs 467 — 467 Cash paid (503 ) — (503 ) Change in estimates and non-cash charges (19 ) — (19 ) Balance as of March 31, 2020 $ 127 $ — $ 127 The following table presents a reconciliation of the beginning and ending fair value liability balance related to the May 2017 restructuring effort: Severance and Other Employee Costs Lease and Other Contract Termination Costs Asset Impairments Total (in thousands) Balance as of January 1, 2017 $ — $ — $ — $ — Restructuring and other related costs 3,483 2,939 886 7,308 Cash paid (3,060 ) (1,185 ) — (4,245 ) Change in estimates and non-cash charges — — (886 ) (886 ) Acceleration of stock-based compensation expense in additional paid-in capital (352 ) — — (352 ) Balance as of December 31, 2017 71 1,754 — 1,825 Restructuring and other related costs 120 89 — 209 Cash paid (188 ) (1,133 ) — (1,321 ) Change in estimates and non-cash charges (3 ) 252 — 249 Balance as of December 31, 2018 — 962 — 962 Cash paid — (183 ) — (183 ) Change in estimates and non-cash charges — (63 ) — (63 ) Balance as of December 31, 2019 — 716 — 716 Cash paid — (44 ) — (44 ) Change in estimates and non-cash charges — (17 ) — (17 ) Balance as of March 31, 2020 $ — $ 655 $ — $ 655

Commitments and Contingencies (

Commitments and Contingencies (Tables)	3 Months Ended
	Mar. 31, 2020
Commitments and Contingencies Disclosure [Abstract]
Future Minimum Payments Under Non-cancelable Service Contract Commitments	Future minimum payments under non-cancelable service contract commitments were as follows: March 31, 2020 (in thousands) Remainder of 2020 $ 6,539 2021 10,057 2022 9,017 2023 7,446 2024 821 Thereafter — Total $ 33,880

The Company (Details)

The Company (Details)	3 Months Ended
	Mar. 31, 2020	Dec. 31, 2019
Accounting Policies [Abstract]
Years of operating experience	20 years
Number of countries in which company operates		175

Fair Value of Financial Instr_3

Fair Value of Financial Instruments - Summary of Financial Instruments (Details) - Level 1 - USD ($) $ in Thousands	Mar. 31, 2020	Dec. 31, 2019
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Cash and cash equivalents	$ 47,181	$ 27,089
Restricted cash	2,294	2,294
Cash
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Cash and cash equivalents	11,202	9,142
Money market mutual funds
Fair Value, Assets and Liabilities Measured on Recurring and Nonrecurring Basis [Line Items]
Cash and cash equivalents	$ 35,979	$ 17,947

Debt (Details)

Debt (Details) - USD ($)	1 Months Ended	3 Months Ended
	Jul. 31, 2018	Mar. 31, 2020	Mar. 31, 2019	Dec. 31, 2019
Debt Instrument [Line Items]
Revolver		$ 27,000,000		$ 0
Revolving Credit Facility | Line of Credit
Debt Instrument [Line Items]
Line of credit facility, maximum borrowing capacity	$ 40,000,000
Revolver		$ 27,000,000
Effective interest rate		3.07%
Line of credit facility, remaining borrowing capacity		$ 2,300,000
Deferred loan costs		100,000		$ 100,000
Interest expense		$ 100,000	$ 100,000
Federal Funds rate | Revolving Credit Facility | Line of Credit
Debt Instrument [Line Items]
Basis spread of interest rate	0.50%
LIBOR | Revolving Credit Facility | Line of Credit
Debt Instrument [Line Items]
Basis spread of interest rate	1.00%
Base rate | Revolving Credit Facility | Line of Credit
Debt Instrument [Line Items]
Basis spread of interest rate	1.00%
Eurodollar | Revolving Credit Facility | Line of Credit
Debt Instrument [Line Items]
Basis spread of interest rate	2.00%

Leases - Narrative (Details)

Leases - Narrative (Details) - USD ($) $ in Thousands	3 Months Ended		12 Months Ended
	Mar. 31, 2020	Mar. 31, 2019	Dec. 31, 2020	Jan. 31, 2020
Lessee, Lease, Description [Line Items]
Sublease income	$ 892	$ 468
Sublease agreement, term				1 year
Minimum
Lessee, Lease, Description [Line Items]
Option to extend, term (in years)	1 year
Option to terminate, term (in years)	1 year
Maximum
Lessee, Lease, Description [Line Items]
Option to extend, term (in years)	7 years
Option to terminate, term (in years)	8 years
Forecast
Lessee, Lease, Description [Line Items]
Sublease income			$ 1,100

Leases - Supplemental Income St

Leases - Supplemental Income Statement Information (Details) - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Leases [Abstract]
Operating lease cost	$ 3,107	$ 2,881
Finance lease cost:
Amortization of leased assets	188	151
Interest on lease liabilities	31	41
Total finance lease cost	219	192
Sublease income	(892)	(468)
Net lease cost	$ 2,434	$ 2,605

Leases - Supplemental Balance S

Leases - Supplemental Balance Sheet Information (Details) - USD ($) $ in Thousands	Mar. 31, 2020	Dec. 31, 2019
Operating leases:
ROU assets	$ 33,450	$ 36,396
Operating lease liabilities	10,132	9,652
Operating lease liabilities, net of current portion	30,800	33,716
Total operating lease liabilities	40,932	43,368
Finance leases:
Property and equipment	2,836	3,480
Accumulated depreciation	(1,395)	(1,823)
Property and equipment, net	1,441	1,657
Other current liabilities	875	952
Other long-term liabilities	510	671
Total finance lease liabilities	$ 1,385	$ 1,623

Leases - Lease Term and Discoun

Leases - Lease Term and Discount Rate (Details)	Mar. 31, 2020	Mar. 31, 2019
Weighted-average remaining lease term (in years):
Operating lease	5 years 10 months 24 days	5 years 3 months 18 days
Finance lease	1 year 7 months 6 days	2 years 6 months
Weighted-average discount rate:
Operating lease	6.40%	6.50%
Finance lease	7.80%	8.30%

Leases - Maturity of Lease Liab

Leases - Maturity of Lease Liabilities (Details) - USD ($) $ in Thousands	Mar. 31, 2020	Dec. 31, 2019
Operating Leases
Remainder of 2020	$ 9,361
2020	11,922
2021	8,478
2022	3,555
2023	2,619
Thereafter	13,634
Total lease payments	49,569
Less: tenant improvement reimbursements(1)	(8,601)
Less: tenant improvements reimbursement	(36)
Total	40,932	$ 43,368
Operating Sublease
Remainder of 2020	(2,717)
2020	(2,631)
2021	(2,538)
2022	(623)
2023	0
Thereafter	0
Total	(8,509)
Finance Leases
Remainder of 2020	771
2020	633
2021	64
2022	0
2023	0
Thereafter	0
Total lease payments	1,468
Less: interest	(83)
Less: tenant improvements reimbursement	0
Total	1,385	$ 1,623
Operating and Finance Leases
Remainder of 2020	7,415
2021	9,924
2022	6,004
2023	2,932
2024	2,619
Thereafter	13,634
Total lease payments	42,528
Less: interest	(8,684)
Less: tenant improvements reimbursement	(36)
Total	$ 33,808

Revenue Recognition - Disaggreg

Revenue Recognition - Disaggregation of Revenue (Details) - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Disaggregation of Revenue [Line Items]
Net revenue	$ 50,114	$ 55,511
Variable consideration
Disaggregation of Revenue [Line Items]
Net revenue	36,366	35,782
Fixed consideration
Disaggregation of Revenue [Line Items]
Net revenue	13,748	19,729
NALA
Disaggregation of Revenue [Line Items]
Net revenue	28,473	33,201
EMEA
Disaggregation of Revenue [Line Items]
Net revenue	14,007	13,636
APJ
Disaggregation of Revenue [Line Items]
Net revenue	7,634	8,674
Selling services
Disaggregation of Revenue [Line Items]
Net revenue	49,173	55,128
Professional services
Disaggregation of Revenue [Line Items]
Net revenue	$ 941	$ 383

Revenue Recognition - Narrative

Revenue Recognition - Narrative (Details) - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019	Dec. 31, 2019	Dec. 31, 2018
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Contract asset	$ 20		$ 30
Contract liability	700		800
Contract acquisition asset	679	$ 811	$ 761	$ 842
Amortization expense	$ 61	$ 143
Contract acquisition cost, weighted average remaining amortization period	2 years 2 months 12 days	1 year 9 months 18 days
Selling services
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Remaining performance obligation	$ 36,100
Contract Acquisition Cost
Revenue, Initial Application Period Cumulative Effect Transition [Line Items]
Contract acquisition asset	3,300
Amortization expense	$ 200	$ 300

Revenue Recognition - Performan

Revenue Recognition - Performance Obligations (Details) - Selling services $ in Millions	Mar. 31, 2020USD ($)
Revenue, Remaining Performance Obligation, Expected Timing of Satisfaction [Line Items]
Remaining performance obligation	$ 36.1
Revenue, Remaining Performance Obligation, Expected Timing of Satisfaction, Start Date [Axis]: 2020-04-01
Revenue, Remaining Performance Obligation, Expected Timing of Satisfaction [Line Items]
Remaining performance obligation	$ 1
Remaining performance obligation, expected timing of satisfaction	9 months

Revenue Recognition Contract Ac

Revenue Recognition Contract Acquisition Costs (Details) - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Contract Acquisition Costs [Roll Forward]
Balance at beginning of period	$ 761	$ 842
Capitalized costs	(21)	112
Amortization expense	(61)	(143)
Balance at end of period	$ 679	$ 811

Stock-Based Compensation - Stoc

Stock-Based Compensation - Stock-Based Compensation Expense (Details) - USD ($) $ in Thousands	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Total stock-based compensation	$ 1,045	$ 1,570
Cost of revenue
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Total stock-based compensation	45	159
Sales and marketing
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Total stock-based compensation	377	443
Research and development
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Total stock-based compensation	18	(6)
General and administrative
Employee Service Share-based Compensation, Allocation of Recognized Period Costs [Line Items]
Total stock-based compensation	$ 605	$ 974

Stock-Based Compensation - Narr

Stock-Based Compensation - Narrative (Details) - USD ($) $ / shares in Units, shares in Millions, $ in Millions	3 Months Ended
	Mar. 31, 2020	Mar. 31, 2019
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Antidilutive shares excluded from diluted earnings per share calculation (in shares)	4.2	10.4
Employee Stock Option
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Weighted-average fair value of options granted (in dollars per share)	$ 0.63	$ 0.53
Employee Stock Option | The 2011 Equity Incentive Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation expense, stock options	$ 1.2
Unrecognized compensation expense, weighted-average period recognized	2 years 3 months 18 days
RSUs and PSUs | The 2011 Equity Incentive Plan
Share-based Compensation Arrangement by Share-based Payment Award [Line Items]
Unrecognized compensation expense, weighted-average period recognized	2 years 2 months 12 days
Unrecognized compensation expense, RSUs and PSUs	$ 6.6

Stock-Based Compensation - Opti

Stock-Based Compensation - Option Activity (Details) - Employee Stock Option - USD ($) $ / shares in Units, shares in Thousands, $ in Thousands	3 Months Ended
	Mar. 31, 2020	Dec. 31, 2019
Options Outstanding, Number of Shares
Outstanding, beginning balance (in shares)	4,146
Granted (in shares)	20
Expired and/or forfeited (in shares)	(77)
Outstanding, ending balance (in shares)	4,089
Options exercisable (in shares)	2,072
Options Outstanding, Options, Weighted Average Exercise Price
Outstanding, weighted average exercise price per share, beginning balance (in dollars per share)	$ 2.16
Granted, weighted average exercise price per share (in dollars per share)	1.32
Expired and/or forfeited, weighted average exercise price per share (in dollars per share)	3.51
Outstanding, weighted average exercise price per share, ending balance (in dollars per share)	2.13
Options exercisable, weighted average option price per share (in dollars per share)	$ 3.01
Outstanding, weighted average remaining contractual life	7 years 9 months 18 days
Options exercisable, weighted average remaining contractual life	6 years 9 months 18 days
Outstanding, intrinsic value	$ 0	$ 1,580
Options exercisable, intrinsic value	$ 0

Stock-Based Compensation - Rest

Stock-Based Compensation - Restricted Stock Unit Activity (Details) - RSUs and PSUs shares in Thousands	3 Months Ended
	Mar. 31, 2020$ / sharesshares
Shares
Unvested, beginning balance (in shares) | shares	5,305
Granted (in shares) | shares	185
Vested (in shares) | shares	(178)
Forfeited (in shares) | shares	(322)
Unvested, ending balance (in shares) | shares	4,990
Weighted-Average Grant Date Fair Value
Unvested, weighted average grant date fair value, beginning balance (in dollars per share) | $ / shares	$ 1.88
Granted, weighted average grant date fair value (in dollars per share) | $ / shares	1.31
Vested, weighted average grant date fair value (in dollars per share) | $ / shares	3.27
Forfeited, weighted average grant date fair value (in dollars per share) | $ / shares	1.95
Unvested, weighted average grant date fair value, ending balance (in dollars per share) | $ / shares	$ 1.80

Restructuring and Other Relat_3

Restructuring and Other Related Costs - Narrative (Details) $ in Millions	1 Months Ended	3 Months Ended
	May 31, 2017location	Mar. 31, 2020USD ($)	Mar. 31, 2019USD ($)
Restructuring and Related Activities [Abstract]
Restructuring charges | $		$ 0.5	$ 1.1
Number of locations where reduction of headcount and office spaces took place (location) | location	4

Restructuring and Other Relat_4

Restructuring and Other Related Costs - Restructuring and Other Reserve Activities (Details) - USD ($) $ in Thousands	3 Months Ended		12 Months Ended
	Mar. 31, 2020	Mar. 31, 2019	Dec. 31, 2019	Dec. 31, 2018	Dec. 31, 2017
Restructuring Reserve [Roll Forward]
Restructuring and other related costs	$ 500	$ 1,100
February 2019 Restructuring Effort
Restructuring Reserve [Roll Forward]
Beginning Balance	182	0	$ 0
Restructuring and other related costs	467	1,929
Cash paid	(503)	(1,747)
Change in estimates and non-cash charges	(19)
Ending Balance	127		182	$ 0
February 2019 Restructuring Effort | Severance and Other Employee Costs
Restructuring Reserve [Roll Forward]
Beginning Balance	182	0	0
Restructuring and other related costs	467	1,806
Cash paid	(503)	(1,624)
Change in estimates and non-cash charges	(19)
Ending Balance	127		182	0
February 2019 Restructuring Effort | Lease and Other Contract Termination Costs
Restructuring Reserve [Roll Forward]
Beginning Balance	0	0	0
Restructuring and other related costs	0	123
Cash paid	0	(123)
Change in estimates and non-cash charges	0
Ending Balance	0		0	0
May 2017 Restructuring Effort
Restructuring Reserve [Roll Forward]
Beginning Balance	716	962	962	1,825	$ 0
Restructuring and other related costs				209	7,308
Cash paid	(44)		(183)	(1,321)	(4,245)
Change in estimates and non-cash charges	(17)		(63)	249	(886)
Acceleration of stock-based compensation expense in additional paid-in capital					(352)
Ending Balance	655		716	962	1,825
May 2017 Restructuring Effort | Severance and Other Employee Costs
Restructuring Reserve [Roll Forward]
Beginning Balance	0	0	0	71	0
Restructuring and other related costs				120	3,483
Cash paid	0		0	(188)	(3,060)
Change in estimates and non-cash charges	0		0	(3)	0
Acceleration of stock-based compensation expense in additional paid-in capital					(352)
Ending Balance	0		0	0	71
May 2017 Restructuring Effort | Lease and Other Contract Termination Costs
Restructuring Reserve [Roll Forward]
Beginning Balance	716	962	962	1,754	0
Restructuring and other related costs				89	2,939
Cash paid	(44)		(183)	(1,133)	(1,185)
Change in estimates and non-cash charges	(17)		(63)	252	0
Acceleration of stock-based compensation expense in additional paid-in capital					0
Ending Balance	655		716	962	1,754
May 2017 Restructuring Effort | Asset Impairments [Member]
Restructuring Reserve [Roll Forward]
Beginning Balance	0	$ 0	0	0	0
Restructuring and other related costs				0	886
Cash paid	0		0	0	0
Change in estimates and non-cash charges	0		0	0	(886)
Acceleration of stock-based compensation expense in additional paid-in capital					0
Ending Balance	$ 0		$ 0	$ 0	$ 0

Income Taxes (Details)

Income Taxes (Details) - USD ($) $ in Millions	Mar. 31, 2020	Dec. 31, 2019
Income Tax Disclosure [Abstract]
Unrecognized tax benefits	$ 1	$ 1

Commitments and Contingencies -

Commitments and Contingencies - Narrative (Details) $ in Millions	Mar. 31, 2020USD ($)facilitydebt_instrument
Other Commitments [Line Items]
Number of leased facilities | facility	2
Number of letters of credit | debt_instrument	2
Money market mutual funds | Letter of Credit
Other Commitments [Line Items]
Letters of credit	$ 2.3
Restricted cash	$ 2.3

Commitments and Contingencies_2

Commitments and Contingencies - Future Minimum Payments (Details) $ in Thousands	Mar. 31, 2020USD ($)
Non-cancelable Service Contract Commitments
Remainder of 2020	$ 6,539
2021	10,057
2022	9,017
2023	7,446
2024	821
Thereafter	0
Total	$ 33,880