I built a cancellation-intercept flow that cuts churn by solving the real reason users want to cancel not by throwing random discounts at them.

The flow starts with a short, high-completion cancellation survey that lets me segment users by their actual pain point: onboarding, “not seeing value,” pricing, complexity, or support issues. Once I understand the real problem, each user enters a tailored path with a save offer that directly addresses their barrier.

Instead of generic “please stay” messaging, I give every segment something meaningful:

Onboarding issues → free 1:1 setup call

Not seeing value → personalized audit + feature walkthrough

Pricing concerns → smart discounts or a temporary pause

Technical overwhelm → simplified plan + training resources

Support frustration → escalated priority support

This approach feels helpful, not pushy which is why users not only stay but remain active. In fact, the 60-day stick rate for saved users hit up to 95%, proving the flow fixed the underlying issue instead of delaying cancellation.

Overall, this system turned the cancellation moment into a retention opportunity and recovered $25k in MRR, while keeping customer trust intact with a transparent cancellation option.