SaaS Product manager Archives

SaaS Churn: Best Guide & How To Count It

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.

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6 Ways to Collect Product Feedback from Web Customers

You’ve just launched your new product or you just finished building a new website, and now you wonder what your customers think about those changes. You need product feedback, but can’t get it yet. We know the struggle.

Also, can customer feedback really provide insights to help your company propel itself into product-led growth?

Let’s see 6 ways you can approach this challenge.

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SaaS growth in 2025: Why tracking competitive advantage will NOT yield marketing leadership

Competitive analysis of current market offerings absolutely helps your SaaS company. However it isn’t the only thing, and perhaps a quite overrated approach to achieving SaaS growth. Not only is tracking the competition daunting, it doesn’t ensure the product chiseled and shaped will be used by YOUR user base.

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Product Led Growth: A Definition and Why It’s Taking Off in 2025 🚀

If you feel you have been missing the mark with your customers lately, you might need a switch-up in your business model.

But how do you choose between all of the business strategies out there? What is the best tactic to use in today’s fast-paced market?

Product-led growth (PLG) is a model that is user-centric and user-focused. Customer acquisition, expansion, conversion, and retention are product-driven instead of sales-driven. This method is quickly becoming one of the most popular business models for many companies.

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SaaS Product Management: The Central Nervous System to Digital Companies in 2025

Simply put: great SaaS product management powers the entire Product Development Life Cycle (PDLC) — and it’s the engine that drives Product-Led Growth (PLG). As digital companies shift toward PLG, SaaS PMs become more than just roadmap owners — they’re orchestrators of customer-centric growth at every stage of the PDLC.

From discovery to delivery, from beta to adoption — product decisions are increasingly shaped by user feedback and behavioral data. No SaaS product manager wants to shoot arrows in the dark. Instead, they’re embedding customer feedback loops into every phase of the PDLC to reduce risk, validate faster, and build products that stick. And the sooner PLG becomes embedded in the PDLC, the faster product teams evolve into growth teams.

At Usersnap, we’re here to support SaaS product managers through every step of that cycle — from collecting early feedback on concepts, to gathering in-app insights during beta testing, to capturing post-launch feedback that fuels ongoing iterations. We help you build a continuous feedback system that fits naturally into your PDLC — without adding friction to your process.

The beauty of this shift? SaaS PMs can spark a mindset change across the org. When other departments — marketing, customer success, even sales — see product decisions grounded in real user data, they begin to align their work around delivering on a user’s job-to-be-done (JTBD). It’s no longer just a product team initiative — the whole company becomes customer-led.

And that’s when SaaS product management stops being a function… and becomes the central nervous system of the company.

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How we built a product feedback software tailored for product managers

Are you wondering whether or not you need product feedback software to help you listen to your users? Try answering this question: Can you recall three pieces of product feedback that helped you build a better solution?

If you can, great memory. OR… may it be that you don’t receive enough feedback, and you don’t have customer evidence for every new solution on your roadmap? So, you can still clearly count the instances when you do have feedback to back up your decision.

Relax, we’re not here to judge, in fact, we’ve been there! Collecting customer feedback is time-consuming, and being a product-led growth company takes time. Especially if what users say contradicts your hypothesis and vision. (Oh boy, yes, these things happen…) Which is the reason why we wanted to write this article. 😉 We want to share our journey from spending weeks collecting a mere couple of user feedback to scaling up feedback touchpoints and eventually realizing our own software is an outstanding Product Feedback Software!

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