Building Customer Success Systems That Cut Churn by 44%
A subscription food business was losing customers at a rate that made unit economics painful. The problem wasn't the product — it was the customer experience after purchase. We built customer success systems from scratch: onboarding flows, proactive touchpoints, and a churn prediction playbook.
"The thing I appreciate most is that she speaks in data. Every recommendation had a measurement framework attached. That's rare in lifecycle marketing."
The business had strong product-market fit and solid first-order reviews, but subscription churn was high — over 30% of customers who placed a second order never placed a third.
There was no structured onboarding after sign-up, no proactive customer success, and the support team was entirely reactive. Every customer interaction happened after something had gone wrong. The founder was spending significant personal time on customer issues that a proper system would have prevented.
The Approach
Understand where relationships were breaking
We mapped the full customer journey from sign-up to cancellation, tagging every touchpoint and identifying gaps. We ran exit interviews with 30 churned customers and found three patterns: unmet delivery expectations, no sense of community or value beyond the product, and slow response times when things went wrong.
Onboarding, proactive touchpoints, and a churn playbook
We built a 7-day onboarding sequence that set expectations, introduced the team, and created early emotional investment. We designed a proactive check-in cadence at days 14 and 45, timed to the moments churn risk peaked. And we built a churn prediction playbook — a set of signals that triggered CS intervention before cancellation happened.
Document everything so it runs without us
Every system was documented in Notion with clear ownership, triggers, and response templates. We trained the CS team on the playbook, built a weekly reporting dashboard, and handed over a fully operational customer success function — not just a set of automations.
The Results
These are verified metrics from the engagement. Methodology and data available on request.
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