"I review every single cancelled account personally. Takes 20 minutes a day. It's changed how I think about the entire business." from Reddit r/saas, ranked #16. By Just_Theory6515, 1 score, 4 comments. Data from Daily Trends.
I review every single cancelled account personally. Takes 20 minutes a day. It's changed how I think about the entire business.
- Rank
- 16
- Subreddit
- r/saas
- Author
- Just_Theory6515
- Score
- 1
- Comments
- 4
- Posted
- 3/28/2026, 9:27:23 PM
- Snapshot
- 3/29/2026, 12:00:00 AM
Links
Content
Not automated. Not a survey. Every morning I open Stripe, look at yesterday's cancellations, and spend 2-3 minutes per account reviewing their usage data. What I look at: When did they last log in? What features did they use? When did usage drop off? Did they ever contact support? What plan were they on? I don't email them all. Most cancellations are obvious from the data. But about 30% surprise me. Active usage right up until cancellation. No support tickets. No warning signs. Those are the ones I reach out to. What this practice has taught me over 9 months: Feature X that I thought was critical? 70% of churned users never touched it. They didn't leave because of the feature. They left despite it. The average user who churns stopped logging in 11 days before cancellation. That's an 11-day window where an intervention might have worked. I now have a trigger email at day 7 of inactivity. Users on our $29 plan churn at 3x the rate of $79 plan users. Not because the $29 plan is bad....