Grab your salted caramel iced mocha—we’re about to turn you into the churn hero your SaaS company didn’t know it needed.
Let’s rewind to 2020. Our monthly SaaS churn rate hit a painful 6.22%—over double our internal benchmark. Not great, especially when you’re aiming for product-led growth, where delivering consistent user value is the name of the game.
Instead of reacting randomly, we zoomed out and looked at churn through a PDLC lens. That meant treating churn not just as a support or success issue, but as a product problem. We pulled together product managers, data analysts, and customer success leads, embedding churn analysis and feedback loops directly into our development cycles.
The result? We dropped churn to 4.26%.
But then—cue dramatic music—COVID-19 hit. Our roadmap shifted, user behavior changed, and despite our progress, SaaS churn crept back up to 6.12% by June 30, 2021. Our north star was still 3%, and we knew we couldn’t chase that number with surface-level fixes.
So we doubled down. We aligned every stage of the PDLC—discovery, prioritization, shipping, and feedback—with one mission: reducing churn sustainably.
We’ll walk you through exactly how we did it, what worked (and what didn’t), and how you can integrate churn-reducing strategies right into your PDLC to build a stickier, healthier SaaS product.
Continue Reading “SaaS Churn: Best Guide & How To Count It” →
