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PE-Owned B2B SaaS · Retention stabilization · PE-owned
Stopping the leak.
Retention back to its 85% target within a year, through automation, process and restructure.
Retention rate, back to target
85%
Time to get there
Within 1 year
Levers pulled
Automation · Process · Restructure
// Context
Same PE-owned software company as the renewals file. A restructuring had eliminated white-glove service for channel partners, and renewal rates had fallen to some of the lowest levels in the company's history. Retention was leaking, and the default answer was more people working renewals by hand.
// Approach
- 01Automation: renewal and upsell quoting automated, so offers reached every customer on time and at scale.
- 02Process: a renewal process built so retention no longer depended on heroics.
- 03Restructure: the team reorganized around the renewal motion.
// Result
Retention came back to its 85% target within a year. The fix wasn't a single tool. It was the fewest levers that moved the number the most, pulled together.