Superhuman turned team seat downgrades into a seven-figure revenue growth lever with Churnkey
The Challenge
Churn raced ahead, momentum slowed, and opportunity lay before.
Superhuman is a unique business in a lot of ways: they're fast, efficient, effective, and have relentless focus on their customers. Their explosive growth created a unique challenge: team seat removals alone were costing the business hundreds of thousands of dollars. What could they do when once-power-using customers wanted to reduce the number of seats in their team plans? The clock was ticking to turn momentum around and hit their goals.
Could Superhuman turn team seat removals into an opportunity for growth?
The Solution
Turning team seat removals into opportunities.
What did it mean that teams were decreasing their seat usage? Was it a product problem? A usage problem? Or were customers just trying to find the plan that was right for them?
Superhuman and Churnkey got to work. The first step was identifying why teams wanted to remove seats. Superhuman was at risk of losing nearly ten thousand customers to seat removals, and Churnkey found a way to help.
Superhuman increased customer LTV by presenting dynamic offers when someone wanted to remove team seats from their account. Instead of a permanent billing reduction caused by a seat removal, Churnkey found a way for team admins to hand off vacant seats to other team members. Teams maintained their usage and Superhuman expanded their exposure within customer accounts, all while collecting important feedback and preserving revenue.
The net result: churn fell. Revenue increased. Customers stayed.
Before Churnkey, team seat removals felt like the last place we'd look for growth opportunities. Now, we can actually meet our users’ needs in a dynamic way, meet them where they are, and keep them around. It makes a big difference, especially at the scale we're at.
The Results
Churnkey delivered measurable impact for Superhuman within months of implementation:
- 15% fewer team seat removals.
- 4% retention uplift from Cancel Flows alone.
- Thousands of feedback responses that helped drive product improvements.
By addressing churn at key decision points, Superhuman not only retained more customers but also improved their overall experience.
The success with mitigating team seat removals led Superhuman to expand their use of Churnkey in two critical areas:
- Expanding Cancel Flow usage to individual accounts: by offering alternatives like account pauses, targeted discounts, and education opportunities, Superhuman retained thousands of individual customers considering cancellation.
- Feedback Collection: Churnkey’s tools for gathering feedback helped Superhuman uncover why users were leaving or downgrading, enabling the team to prioritize impactful improvements.
Churnkey didn’t just reduce churn for Superhuman—it gave them deeper insight into their customers. By using seat removals and cancellations as opportunities to engage, Superhuman strengthened relationships with customers while protecting revenue and driving long-term growth.
Churnkey helped us save more customers and learn what they actually needed from us. It changed how we approach retention entirely.
About Superhuman
Superhuman is the most productive email app ever made. They help customers save 4+ hours per person every single week and focus on driving their businesses forward with AI-native email.
Let us show you how Churnkey outsmarts legacy churn software.
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