ChurnZero

The single most common cause of a surprise churn, handled step by step, including the 48 hour window for reaching the new contact and the 'you, we, me' meeting structure.

Did your customer champion leave? Use this five-step playbook to reduce churn risk

From ChurnZero by Emily Nesterick 9 min read

• When a customer champion leaves, there is a 51 percent chance the account churns within 12 months.
• 65 percent of accounts that see an executive change do not renew their SaaS contract.
• Acting inside the first 48 hours makes that customer 33 percent more likely to renew.
• Only about half of customer success teams have a play for a key contact leaving.

Fresher than the Bessemer bands and cut by segment, so you can see where your kind of company actually sits rather than where software in general sits. It also reports gross retention alongside net, which is the pairing this question insists on.

2025 SaaS benchmarks on retention and AI: How does your company compare?

On ChurnZero 59 min

A three-step forecasting framework plus the honest list of what breaks it (cross-team data gaps, non-recurring revenue, scale). Useful when your renewal forecast keeps missing.

A data-driven framework for customer success renewals forecasting

From ChurnZero by Chris Pilbeam 10 min read

• Lists five forecasting approaches: linear regression, cohort analysis, time series, machine learning, and top-down or bottom-up.
• Anchors the forecast on six tracked numbers: MRR, ARR, customer lifetime value, CAC, churn rate, expansion revenue.
• Without enough clean historical data you will read random fluctuation as a trend.