North Metric

    Churn preventionfor subscription SaaS.

    See which customers on flat and seat plans are likely to churn, ranked by money at risk.

    Get your free churn report →Actions off until you turn them on
    IN SHORT

    Subscription churn is the revenue lost when customers on flat or seat plans cancel, cut seats or downgrade.

    To reduce it, watch early signals in Stripe and product usage, such as seat cuts, quiet accounts and scheduled cancels, rank customers by money at risk, and act before the cancel or renewal date.

    EARLY SIGNALSTHE DATE
    STRIPESeat cut
    POSTHOGQuiet account
    STRIPECancel scheduled
    ENDCancel or renewal date
    ✓Act before the dateRanked by money at risk
    01WHERE IT HIDES

    Where subscriptionchurn hides.

    Seats, renewals, quiet cancels. Each leaves a trace in Stripe or PostHog before the revenue stops.

    Seat cuts
    12 SEATS→ 8
    Seats drop a few at a time, and each cut looks small in Stripe.
    Seat and plan cuts become risk reasons with dates, and a check-in note is drafted.
    0–100risk score for every customerChurn prediction →
    Renewals
    6030RENEWAL
    Annual customers often decide early; the revenue stops at renewal.
    A renewal warning at 60 and 30 days, and a check-in drafted when usage is low.
    60 daysfirst renewal warningUsage drops →
    Quiet cancels
    CANCEL SETPERIOD END
    A cancel is set for period end, and nobody sees it until it lands.
    A save email is drafted when a cancel is scheduled, with a pause or plan option.
    1drafted move per customerCancellations →
    02EARLY SIGNALS

    Early signals onflat and seat plans.

    Stripe shows seat cuts, failed payments and scheduled cancels. PostHog shows who stopped logging in. Both feed one list.

    AT RISK · ONE LISTEXAMPLE
    SIGNALSTRIPEPOSTHOGMOVEAT RISK
    SEAT CUT12 → 8 seatslogins −35%Check-in note$1.2K/mo
    seats cut + logins down → check-in
    QUIET ACCOUNTpaid on timereports −70%Help offer: a call$690/mo
    key feature dropped → help offer
    CANCEL SETcancel scheduledlogins steadySave email$2.4K/mo
    cancel scheduled → save email drafted
    03THE MOVES

    The movesthat fit.

    One move per customer, chosen by type and reason: approve each move, or set rules. Customer retention software without a CS team.

    Check-in note after a seat cutOne question in your name when seats drop, logins fall or risk rises to Likely. No offer attached.
    Save email when a cancel is scheduledDrafted with a pause or plan option. It says the cancellation stands unless they reply.
    Pause or help, not a discountWhen the reason is “not using it”, the move is a pause or a help check-in. Discounts are for price reasons.
    A note before the annual renewalA renewal warning at 60 and 30 days. Low usage before the date drafts a check-in for you to approve.
    Card-update note after Stripe’s retriesWhen Stripe’s retries end, a personal note with a card-update link is drafted. Hard declines get one at once.
    Win-back note within 90 daysValuable customers who canceled get a personal note in the 90 days after. Low-value accounts don’t get one.
    04ANNUAL PLANS

    Money at riskon annual plans.

    A lost annual renewal takes a full year of revenue at once, so the warning has to come before the renewal date, not on it.

    Every annual plan counts toward money at risk at its monthly value.

    Like any other plan, it ranks by MRR × risk score. Example: a $24K/yr customer counts as $2K/mo.

    Annual plans get a renewal warning at 60 and 30 days.

    Low usage before the date drafts a check-in note, and a scheduled cancel drafts a save email. Behind each warning is churn prediction from Stripe billing and PostHog usage.

    If they renew after a move, Kept MRR counts what they now pay.

    It’s tied to the invoice, and Kept ARR shows the year. Stripe’s own recoveries are never counted, and a comparison group of at-risk customers left alone shows what changed. That is how we measure money kept.

    ONE ANNUAL PLANEXAMPLE
    $24K/yr→$2K/mo
    Counted toward money at risk at its monthly value, ranked by MRR × risk score.
    60 DAYSRenewal warning30 DAYSRenewal warningRENEWALKept MRR, tied to the invoice

    Free shows who.Paid keeps them.

    STARTFree churn reportPLAN$199 a monthSee pricing →
    05FAQ

    Questions aboutsubscription churn.

    Subscription churn is the revenue lost when customers on flat or seat plans cancel, cut seats or downgrade, as a share of MRR in a period. Customer churn counts cancels only, so seat cuts show up first in revenue.

    YOUR STRIPE, UNCHANGED

    Start with who’slikely to leave.

    Get your free churn report →Actions off until you turn them on