Scott Hurff
Scott Hurff
Scott is a co-founder of Churnkey, where he leads product. He is the author of Designing Products People Love (O'Reilly).
Product Releases
Becoming retention infrastructure: MCP, open source SDK, and hosted Cancel Flows
Churnkey is becoming the layer powering retention wherever it happens. Introducing our MCP server, open-source cancel flow SDK, and Hosted Cancel Flows.
Product Releases
Launch: Cancel Flow follow-up questions
Churnkey's Cancel Flow surveys now support single choice, multiple choice, and hybrid follow-up questions. Turn freeform cancellation feedback into structured data you can act on.
Product Releases
Launch: the next generation of Cancel Flow A/B testing
With Cancel Flow A/B Testing 2.0, you get deep statistical rigor, documented decisions, and extensive LTV tracking.
Articles
Churn rates for streaming services: latest market analysis
Compare streaming service churn rates across Netflix, Hulu, Disney+, and more. Updated 2025 benchmarks and insights on subscriber retention.
Metrics
How to perform churn analysis from measurement to prevention
Learn how to perform churn analysis from start to finish, measure churn accurately, and build effective strategies to prevent customer loss.
Metrics
What is customer churn: causes, types, and prevention
Customer churn measures how many customers your business loses over time. Learn what it is, why it happens, and how it affects business growth.
Product Releases
Coming October 1: “intelligence,” our new line of breakthrough retention products
Announcing Churnkey Intelligence, a new line of AI products trained on over 700 million tracked billing events and nearly $550 million in additional LTV retained for our customers.
Product Releases
Launch: A/B testing for Payment Recovery campaigns
You can now run A/B tests across email and SMS Payment Recovery campaigns, with full control over copy, timing, subject lines, retry logic, incentives—you name it.
Product Releases
Launch: automatic translations for Cancel Flows and support for 45 new languages
With one toggle, Churnkey will translate your Cancel Flow into multiple languages—no more duplicating flows, no more managing multiple segments. Translated Cancel Flows perform 46% better than non-translated flows.
Deep Dive
New: Churnkey's second annual state of retention report
Welcome to Churnkey's second State of Retention report, where we analyzed over $3 billion in subscription revenue from over 1,000 companies across the world.
Product Releases
Launch: billing contacts API, Payment Recovery campaign previews, and more
If your product supports multiple seats or roles, payment recovery campaigns can get tricky. Who's the right person to contact? Should you loop in multiple people? How does that even work? With our Billing Contacts API, we'll solve this for you.
Product Releases
Launch: churn metrics to track and improve churn
You can’t improve what you don’t measure—and that’s especially true for retention. At Churnkey, we know retention is the lifeblood of every subscription business, which is why we’re excited to launch Churn Metrics. 🎉 With Churn Metrics, you’ll instantly access insights like churn rate, voluntary
Product Releases
Launch: SMS Payment Recovery
SMS is a natural extension of our payment recovery ecosystem, performing 3-4x better than email campaigns. Better yet, SMS doesn't add any more burden to your dunning campaign setup.
Product Releases
Launch: Payment Recovery analytics 2.0
Understand Payment Recovery trends and opportunities with all-new date selectors, modernized tooltips, and improved data visualizations across topline metrics, payment status, recovery methods, and more.
Product Releases
Launch: Reactivations, reimagined
Churnkey Reactivations have a new campaign type. One-Time Campaigns blend effortless targeting, revenue tracking, channel marketing, and a customer-centric reactivation flow that optimizes conversion while building trust.
Retention
Why a SaaS customer hasn’t truly churned after they cancel: how to win back churned customers
From our research, you can win back up to 34% of customers who cancelled your product. Here’s how you can leverage this huge opportunity to expand revenue.
Retention
6 cancellation flow examples that reduce SaaS customer churn (and how to build one)
A good cancellation flow not only enables a smooth, positive exit for customers who are determined to cancel—it provides you with an opportunity to retain them by making a compelling case for why they should stay subscribed.
Churn
The best churn reduction software platforms in 2024 (ranked and reviewed)
What is the best platform for churn reduction? Find out with this comparative guide.
Product Releases
Launch: Reactivations
The goal of Reactivations is to help you realize more revenue without much effort. You serve a bevy of unique customer segments and your retention efforts should reflect that reality.
Articles
Jason Fried on writing, profitability, AI, and the most improbable thing he’d like to do (but probably can’t)
Jason is the co-founder and CEO of 37signals (the parent company of Basecamp and HEY). During our talk, we discussed what he learned from his recent sabbatical, his views on writing, the future of AI and its implications for creativity, and more.
Articles
Claire Suellentrop on unlocking customer-led growth in SaaS
Identify who your best customers are and how to reach and resonate with more of them with Claire Suellentrop's Forget the Funnel framework.
Articles
Be prepared: how higher credit card delinquencies can affect your business (Fed research)
Delinquencies are happening more often among households with auto or student loans, and those with higher credit balances.
Articles
Write for conversions, build a bigger SaaS: copywriting advice from Joanna Wiebe
We discussed the role of AI and copywriting, what you need to be doing to convert more leads into clients with your writing, and the most ridiculous tactics within conversion copywriting that work, but really shouldn't.
Product Releases
Launch: customer health
Customer Health helps you and your team be more strategic with your time: know when to engage your best customers, predict at-risk revenue, and address problems before they become unrecoverable.
Articles
Seven pieces of advice from customer success veteran Jay Nathan
Jay is one of the foremost customer success experts in the world and a major thought leaders in the Customer Success space. He'll teach you how how to scale your customer success organization.
Product Releases
Preview: customer health, Reactivations, and precision payment retries
Announcing Customer Health, Reactivations, and Precision Payment Retries, all new products coming soon to Churnkey.
Metrics
What is “willingness to pay” and how can you affect it?
"Willingness to pay" encapsulates the perceived value your SaaS product provides to your target audience. Understanding and harnessing your WTP is crucial to SaaS success.
Metrics
Customer churn analysis: how to master SaaS' most important process
Customer churn analysis is the evaluation of your churn rates with the goal of reducing your business' overall churn.
Retention
The guide to reducing customer attrition
What is customer attrition? How can you reduce your attrition rate? Learn the causes and how you can build a healthier business.
Metrics
How to calculate and increase your customer lifetime value
Excelling in the SaaS industry means retaining customers and reducing your customer churn. In order to accomplish that, there are plenty of statistics and metrics you need to track and churn-fighting strategies you can implement. But one of the most important areas to focus on is your customer lifetime
Guides
How to predict churn and improve retention
When churn prediction is done well, it can allow your SaaS company to identify at-risk customers and retain them before they churn.
Retention
Your guide to customer churn prevention
It's your biggest obstacle to profitability.
Metrics
How to calculate a customer health score
Here are the are five major steps that you’ll take when calculating your own customer health score.
Articles
The benefits of dunning offers: improved Payment Recovery rates & reduced cancellation risk
“Churn” is an abstraction of something very real and concrete: rejection. That's why we approach every touchpoint in your customer’s journey by remembering that there's a human behind every interaction: someone with a wakeup routine, bills to pay, who has family and friends and emotions. The net
Product Releases
Launch: segmented Payment Recovery and trended cancel reasons
Last month, we brought you AI-centric product improvements with a single goal: to help you build a better product. The first—an extension of Insights AI—sorts through your qualitative cancel flow feedback, categorizes, and sources up to 15 of the most useful, relevant, and urgent pieces. And the
Metrics
What is a good CAC? How to calculate and reduce customer acquisition cost
What CAC is, how to calculate it, why it’s important, and how you can reduce your customer acquisition cost.
Metrics
Customer retention emails: our complete guide (with examples)
By sending consistent customer retention emails, you can establish yourself as a value-adding presence in their inbox.
Payment Recovery
Guide to revenue recovery: modern tips for SaaS and subscription businesses
Let’s take a look at some more modern tips for revenue recovery.
Metrics
The SaaS KPIs you really need to track
Ot’s important to specify SaaS key metrics and KPIs that’ll guide you through critical decisions.
Retention
Maximize growth with these SaaS retention strategies
Let’s take a deep dive into some the best long-term, sustainable SaaS retention strategies that you can start putting into action.
Metrics
The guide to churn management: improving retention, keep customers happy, staying sane
Maintaining robust customer retention with a proactive churn management system is crucial for building a healthy subscription business. But in terms of priority, it can be easy to let churn slip. You know why: unleashing customer acquisition projects and optimizing growth channels is difficult enough. And when new customer acquisition
Product Releases
Launch: build better products with our AI
Sharing raw customer feedback with your team is one of the best ways to spark grounded, effective, and satisfying product improvements. Yes, but: sourcing helpful customer feedback can be a full time job in and of itself. You need to vet it, categorize it, and send it to the right
Product Releases
Preview: "build with AI" writes and rewrites your Cancel Flows for you
There's nothing worse than a blank text box and a blinking cursor, especially when you're just starting out with cancel flows. That changes with "Build with AI." How "Build with AI" works for creating new cancel flows * Tell Churnkey AI about your customers, if you have any goals
Metrics
The guide to negative churn: the holy grail of subscription retention
The higher your churn rate, the more capital you need to maintain your revenue. That’s why low churn rates are essential for long-term success. But what’s better than a low churn rate? A negative churn rate. Get ready for a deep dive into negative churn. We'll
Metrics
Identifying customers at risk of churning and how to keep them as customers
Loyal and satisfied customers are not only less likely to churn— they’re also more likely to recommend your product to others and essentially act as brand ambassadors for your company. So what do you do about your cohorot of at-risk customers? To truly understand which customers churn and
Payment Recovery
How to reduce payment failures and recover customer accounts
Involuntary churn–when a customer's subscription is cancelled unintentionally–is a significant problem driven by credit card failures. When you lose revenue from people who actively want to pay you, your business shrinks along with your reputation. But it's not a problem you created. Banks, credit card companies,
Metrics
Churn prevention: calculate and lower your churn rate
As a SaaS founder, you already know that customer churn is inevitable to some degree. Research has actually shown that, on average, SaaS businesses lose about 10% of their annual revenue to churn. But too much of it can severely impact the long-term growth and success of your business.
Guides
What can be the cause of a churn rate increase?
Let’s talk about some of the main causes of customer churn, as well as some concrete actions you can take to reduce your churn rate.
Product Releases
Launch: managed email-verified Cancel Flows
Cancel flows are powerful for every type of subscription business, including those that don't have traditional customer account configurations. Think accounts that are verified by something other than a password, or subscriptions that live on no-code platforms. Fall into any of these categories? We've got you covered
Retention
How to use customer offboarding to understand cancellation reasons
Churn is the symptom of a problem. That's why optimizing your user offboarding process is so important. When you handle user offboarding well, you can discover the reasons behind cancellation attempts and actually use that information to reduce future churn. We'll talk about what user offboarding is, why
Retention
How to build cancellation surveys that reduce churn (with examples)
Like most things in your SaaS business, it’s important to use the correct strategies and tactics to build a truly effective cancellation survey.
Articles
When your product has a soul
It’s your customers who are the ultimate inspiration and your reason for existence. Not your competitors.
Retention
Best practices for customer Cancel Flows for subscriptions
A subscription cancel experience is a chance for you to learn more about your customer, find ways to serve them better, and to reduce churn.
Product Releases
Launch: live variables unlock even more personalization at scale
Live Variables surfaces your customer's data. That means you can include everything from name fields to key metrics.
Articles
"Churn" isn't a metric, it's people rejecting you—grow from it
The term churn is dehumanizing. What we’re really talking about when we talk about churn is rejection.
Articles
Want to win back customers who cancel? Get personal.
The key to successful winback campaigns is personalization and timing.
Retention
How subscription pauses and trial extensions increase retention and decrease churn
There are times when customers hit the cancel button. When you run into those instances, offer subscription pauses or trial extensions.
Articles
Switch customers to different pricing tiers to reduce churn
By switching customers to different pricing tiers, you can significantly reduce SaaS and subscription churn.
Product Releases
Launch: Cancel Flow A/B testing
Churnkey’s Cancel Flow is the most modern, adaptable, and easy to use in the subscription industry. A/B tests simplify your decision-making process.
Product Releases
Launch: Cancel Flow design 2.0
Offering the subscription industry’s best cancel flow is continually our top priority, and that means creating an experience that's straightforward, intuitive, and enjoyable for your customers. I’m thrilled to introduce the next phase of our cancel flow experience. It’s designed to make the best impression on your behalf and fit cleanly into your design stack.
Product Releases
Launch: explore every customer’s journey with timelines
Customer Timelines give you a clear rollup of how every customer responds to invoices, cancel flows, and payment recovery efforts.
Product Releases
Launch: block functionality for paused and past-due accounts without any dev time
Pause and Past Due Walls make life easier for both our Cancel Flow and Failed Payment Recovery automated retention products.
Product Releases
Launch: improve failed Payment Recovery rates with our intelligent retries
Churnkey Intelligent Retries uses machine learning and algorithmic processing on data from billions of transactions to know when, how, and why a payment will likely succeed. The effect: boosted recovery rates by 4-12%. That's big.
Retention
The 4 best customer retention software tools
Customer retention software helps businesses keep track of their customers and improve customer retention rates. The software can help businesses track customer behavior, preferences, and purchase history. It can also help businesses identify at-risk customers and deploy retention strategies.
Product Releases
Launch: win back “quiet cancellers” with dunning offers
With Dunning Offers, you turn a risky customer segment into a revenue expansion opportunity. It’s a unique chance to re-engage Quiet Cancellers who need to find a new price equilibrium with your product.
Articles
Convert more free trials into paying customers with these novel strategies
Conversion rates for free-to-paid trials range from 5% to 50%, depending on whether you require a credit card and a host of other factors. Here's how to improve those stats.
Product Releases
Launch: extend free trials and convert more customers automatically
Trial extensions are now available as a new offer within every Churnkey cancel flow. Convert more trialing customers and discover more effective trial durations, automatically.
Retention
The digital customer journey: how to optimize acquisition and retention (with examples)
The key to combating churn and retaining happy customers lies in managing their digital journey and personalization to match their needs at every stage of the process
Churn
Understanding subscription churn and why it matters to your business
Every time a customer elects to cancel their subscription, they face a choice. Your goal should be to make it as obvious as possible to the customer that continuing their subscription is the right option.
Product Releases
Launch: modern dunning for modern companies
We are launching a modern approach to dunning. Everyone gets their first month free. And every business making less than $25K MRR gets it for free, forever.
Guides
Using cohort analysis to reduce SaaS churn
Cohort analysis is one of the key ways to understand and reduce SaaS customer churn. Learn how to understand cohort analysis and use it to improve your SaaS metrics.
Guides
An in-depth guide to churn prevention
So if you're tired of the subscription cancellations or last-minute backouts from leads, it's time to get proactive about churn prevention with eight proven strategies to keep customers happy.
Product Releases
Launch: fresh dashboard with powerful new metrics
Today, we’re officially launching Churnkey’s new dashboard and introducing a new metric: Boosted Revenue.
Guides
How to measure and analyze your SaaS churn
Understand the four types of SaaS churn, how to calculate each type, and what we believe are the best ways to increase your growth ceiling.
Guides
Defining your SaaS magic number & the best practices to improve it
Your SaaS magic number can pull back the curtain on your sales and marketing dollars’ efficiency – and help you make decisions that will reduce customer churn. In this article, you’ll learn how to calculate it, how to understand it, and how to improve it.
Retention
B2B SaaS retention guide: strategies, examples & tools to adopt
To maintain happy and loyal subscribers requires creativity and sustainable tactics. That’s where customer retention strategies and tools come at hand to automate this process for you
Guides
B2B SaaS churn rate guide, benchmarks & how to improve
Churn is unavoidable in any SaaS business. That’s why understanding your B2B SaaS churn rate is essential for evaluating marketing effectiveness, improving your bottom line, and doubling down on your customer retention strategies.
Guides
Tiered & volume pricing strategy, models, & examples
Depending on your goals, the tiered or volume pricing model can make the difference between a profitable, growing business or a business losing money with each sale.
Guides
SaaS reporting analytics guide: metrics, tools, examples
Not knowing where to focus your attention in your SaaS analytics could get overwhelming and confusing. That’s why it’s important to specify SaaS key metrics and KPIs that’ll guide you through critical decisions. Here are our top SaaS metrics that will help you run your business most effectively.
Guides
Top 23 SaaS blogs in product, marketing and sales to follow
If you’re a SaaS founder, a product manager, or a marketer searching for the best SaaS blogs to follow in 2022, look no further.
Guides
6 SaaS analytics questions you should always ask
SaaS analytics can only drive your growth if you can validate, organize, and use the metrics properly. Here are the top six questions you should be asking about your SaaS analytics to ensure your data is accurate, meaningful, and actionable.
Product Releases
Launch: customer segmentation for targeted Cancel Flows
Use our new Customer Segments to reduce voluntary churn with targeted cancel flows. That means that you can target specific customers and serve up unique cancel flows for each of them.
Articles
How 12 big tech companies save millions of dollars with cancellation flows
Personalized cancel experiences—flows that offer subscribers discounts, deals, or any other reason to stay—are proliferating among big tech companies. At Churnkey, we've documented dozens of cancel experiences and integrated what we've learned into our product.
Retention
Retention metrics to reduce churn and win back customers
Leveraging customer churn and retention leads to higher customer lifetime value. Understanding these retention metrics is critical for long-term business planning and growth.
Tools
Our favorite customer retention tools
Whether you’re at a small startup or a larger company, lowering your churn rate counteracts the cost of customer acquisition and increases customer lifetime value. Here are our favorite customer retention tools.
Guides
Churn analysis: from measurement to prevention
If you're struggling to analyze churn, we’ll share what we've learned over almost a decade of running SaaS companies.
Articles
How churn affects SaaS company valuations
Whether you are preparing to sell your SaaS company or want to know its worth, churn rate carries significant weight in your company’s valuation.
Articles
When should I start focusing on SaaS churn?
As a SaaS founder, when should you focus on churn? The short answer is that it's never too late. Here is how to get started evaluating and reducing SaaS churn.
Guides
The best communities for SaaS founders
Building and launching a new product is never easy. However, there are many online SaaS communities where founders exchange ideas, obtain feedback and learn from one another.
Guides
How to collect insights from cancelling SaaS users
Learn the best ways to collect meaningful insights on why users cancel their subscriptions from your SaaS tool.
Guides
A primer on fighting churn for SaaS founders
Tips for creating an effective customer retention strategy and ensuring efficient customer success management within your team.
Guides
How to properly cold email prospects as a SaaS founder
Most cold emailing is painful to read... but it doesn't have to be that way. Here are my thoughts on approaching cold email the right way.
Guides
How to write copy that helps cut churn
It’s often overlooked how intertwined copywriting is with the major functions of a SaaS business. This is no exception when it comes to churn.
Case Studies
How Wavve cut churn by 2% over two months with better cancellation flows
How Wavve, a high-volume SaaS company in the podcasting space, cut churn with better cancellation flows.