Overview
You’ll know what is driving churn, what to change first, and how to measure it. Customers will see clearer options to skip, swap, pause, and stay, and your team will have a set of lifecycle flows you can keep improving without guesswork.
Most teams come to us when churn starts eating paid growth, usually after a price change, a fulfilment shift, or a platform switch has made the numbers wobble. You’ll end up with a retention plan you can run week to week, and a cancel path that lowers churn without pushing customers into complaints or chargebacks. Next, we’ll confirm access and start with a churn and cohort teardown.
We start by separating offer problems from ops problems using cohorts, churn timing, and cancellation reasons. Then we rebuild the moments that move the number: welcome, replenishment reminders, and the cancel flow. We ship changes behind holdouts and throttles so you see lift without lighting up deliverability, support volume, or margin.
About us
We’re a retention team built around subscription economics. We started in lifecycle messaging and ended up spending more time in the cancel path, offers, and fulfilment edge cases because that is where churn is usually decided. Our work lives in the same tools your team uses every day, and we stay close to the numbers that show up in board packs.
Teams pick us when they want answers they can act on quickly. We don’t run retention as a long “creative refresh”. We trace churn to a small set of causes, ship the fixes that touch those causes, and put guardrails around the programme so it does not trade short term saves for deliverability issues, chargebacks, or thin-margin wins.
How the order runs
Once you place the order, we move from diagnosis to build to controlled rollout. Each step has an owner on our side and a short approval on yours, so changes go live without blocking your day to day operations.
1. Access and kickoff On order We confirm the tools in scope and get the data we need from Shopify, Recharge, and Klaviyo. You’ll tell us what changed recently, what the board is watching, and what you cannot risk this quarter, such as margin, support load, or refund rate. 2. Churn and cohort teardown Week 1 We map churn by tenure, by first order offer, and by cancellation reason so we can separate offer issues from ops issues. You’ll get a short readout with the top drivers, the segments to protect, and the first set of changes we recommend shipping. 3. Programme build Weeks 2-3 We rebuild the welcome series, replenishment and expiry reminders, winback, and the cancel flow with save offers. We set throttles, suppression rules, and holdouts where needed, so testing does not spike complaint rates or flood inboxes when inventory is tight. 4. Launch and measurement Week 4 We push live in controlled stages and validate tracking so results land in the same dashboards you already use. You’ll get a testing calendar and a decision log that shows what shipped, what it targeted, and what numbers will decide whether we keep, change, or roll back.
Subscription retention audit
Churn timing, cohort review, and cancellation reason analysis across key tenure bands, with a driver list and a ranked fix plan tied to the metrics you report internally.
LIFECYCLE EMAIL PROGRAMME BUILD
Build and QA for welcome, replenishment and expiry reminders, and winback flows in Klaviyo, including targeting rules, suppression, and holdouts where testing needs a clean baseline.
SMS PROGRAMME BUILD
Opt-in approach, flow setup, and throttling rules, with deliverability controls and message limits to prevent spikes in complaints, refunds, or support tickets during launches.
On-site subscription UX fixes
Updates to the subscription account and cancel path so customers can skip, swap, pause, or cancel with fewer dead ends, and with save options that match their reason for leaving.
CANCELLATION SURVEY AND SAVE OFFERS
Survey questions, reason mapping, and save-offer setup tied to reasons, with clear eligibility rules so discounts and swaps are used where they prevent churn, not everywhere.
OFFER TESTING PLAN
A test plan for trial, bundles, prepay, and gifts, including holdout structure, success metrics, and stop rules so margin and cashflow are protected while you learn.
What it costs
Pricing below covers one 4-week retention programmes setup, plus optional ongoing optimisation billed monthly. Prices are per month.
Priced items
Getting started
Sign to start retention programmes, and we’ll send the access checklist the same day so the churn and cohort teardown can begin.
1. Sign this proposal to confirm the scope and pricing for retention programmes. 2. Pay the 40% setup invoice within 7 days to reserve the start date. 3. Introduce us to the tool owners for Shopify, Recharge, and Klaviyo so we can begin.
Signature
Fee summary
Can you tell me if our churn is offer or ops?
Yes. We look at churn timing, cohort behaviour around the change point, and cancellation reasons, then cross-check against fulfilment and inventory signals. That is usually enough to separate an offer that is not sticking from an experience that is breaking trust.
WHAT DO YOU CHANGE FIRST, EMAILS OR THE CANCEL PAGE?
We start where the churn driver lives. If churn rises right after the first renewal, welcome and replenishment usually come first. If churn concentrates at cancellation, we prioritise the cancel path, save offers, and the reasons customers can pick.
How do you test save offers without wrecking margin?
We use eligibility rules and holdouts. Only the segments that are likely to churn get an offer, and we keep a clean control group to measure true saves versus delayed cancels. We also cap discount exposure so finance can predict the outcome.
WHAT NUMBERS WILL YOU WANT FROM SHOPIFY/RECHARGE/KLAVIYO?
We need subscription cohorts by start month, churn by tenure, renewal counts, cancellation reasons, and your main offer and price history. From messaging, we pull send volume, deliverability signals, flow performance, and unsubscribes so we can set safe throttles.
Payment
For setup work, we invoice 40% to start and the remaining 60% when the setup is complete. If you add ongoing optimisation, we invoice at the start of each month. Invoices are payable within 7 days.
Start and schedule. We start once access is in place and the 40% setup invoice is paid. The 4-week timeline assumes timely access to Shopify, Recharge, and messaging tools, plus feedback on drafts within 2 business days.
Access and data. You’ll give us the reports and exports we need for cohorts, churn by tenure, cancellation reasons, and offer and price history. If a number is not available in your tools, we’ll agree a proxy before we build around it.
Approvals. We’ll share copy, logic, and send throttles for approval before anything goes live. Production waits on written approval in email or your project board so we do not ship changes that legal, brand, or finance have not signed off.
Safe sending and deliverability. We set SMS and email throttles based on your recent send volume, unsubscribe rate, spam complaints, and deliverability signals. If those signals move the wrong way, we pause expansion and step down volume before we change content again.
Testing and holdouts
Where we run save offers and winback, we keep holdouts so we can measure true saves versus delayed cancels. We will not roll a discount to 100% of eligible cancels unless the holdout shows it pays back after refunds and churn.
Platforms and third parties. We work inside your existing tools and their limits, including Shopify, Recharge, and Klaviyo. We’re not responsible for outages, upstream tracking changes, carrier filtering, or app behaviour we cannot control, but we will document impact when it shows up in results.
Scope changes. If you want to add flows, channels, or additional brands beyond what is listed in the order, we’ll price that change before we start it. We keep the original scope moving while you decide.
Cancellation. You can cancel ongoing optimisation at any time before the next month starts by emailing us. Setup work is scheduled as a 4-week block once kickoff begins, so cancellation stops new work but does not refund work already completed.
