Want to see where customers are dropping off? DM me AUDIT for a free Loom + 3 quick wins you can implement this week. 🎯

Want to see if features are actually your problem—or if onboarding is? Take the 5-minute quiz: https://t.co/pAUnuWzHQz ✅ #SaaS #Onboarding #ProductDevelopment

It comes from customers actually understanding how to get value from what you already built. 🧠 Before you add one more feature to the roadmap, ask yourself: Can your customers already get value from what you have? Or are they still guessing what to do next?

Every week you delay fixing onboarding to build "one more thing" is another week of customers signing up, getting confused, and quietly churning. 👻 Features feel like progress. Onboarding feels like cleanup. But retention doesn't come from having more features.

But here's what's actually happening... Customers aren't waiting for your next feature. They're leaving because they can't figure out how to use the current ones. 🔥

You're not launching the onboarding improvements because you think you need one more feature first. Just one more integration. One more automation. One more dashboard view. Then you'll fix onboarding. 🤔

If you're only tracking logins, you're flying blind. Need help figuring out what meaningful activity looks like for your product? Get a free audit: https://t.co/8BKrfVWLOz 💰 #SaaS #Metrics #Retention

The founders who actually keep customers aren't tracking "active users." They're tracking: → How many hit their first meaningful outcome → How many use core features regularly → How many are building habits around the product That's real engagement. ✅

And then three months later, they churn. And you're surprised. Here's the thing: Logins don't predict retention. Meaningful activity does. 🧠

Half of them haven't completed a meaningful action in weeks. They're logging in, looking around, and leaving. They're not using your core features. They're not getting value. They're not building your product into their workflow.

You've got 500 "active users." Feels good, right? 📊 But here's the question: What does "active" actually mean? Because if "active" just means they logged in...you might have a problem. 🤔

What's your definition of an "active user"? Is it just a login? Completing a specific action? Using a core feature? Something else? Curious how different SaaS products define this. 📊 #SaaS #Metrics #ProductAnalytics

SaaS founders: What's blocking you from improving onboarding right now? A) Building one more feature first B) Don't know where to start C) No time/resources D) Waiting to see if it's actually a problem Drop your letter 👇 #SaaS #Onboarding #Founders

The goal isn't perfect retention. The goal is building something the right people don't want to leave. If you're feeling the weight of CS anxiety: https://t.co/UMUYTL47np #SaaS #CustomerSuccess #Founders

Yes, fix the obvious stuff—the things that confuse people or cause friction. But don't let "keeping people from leaving" consume your thinking. Because here's the truth: not everyone needs to stay. 💰

"How do I keep people from leaving?" leads to people-pleasing. You're reacting. You're trying to make everyone happy. You're second-guessing every decision. 👻 "Why would people want to stay?" leads to strategy. You're partnering with the right customers. You're building real

But here's what I've learned after thousands of CS conversations... The best CS leaders don't focus on how to keep people from leaving. They focus on why people would want to stay—and they keep building that. 🧠 There's a difference.

I know you're juggling a lot right now. Product. Marketing. Sales. Customer Success. And somewhere in all of that, you're carrying this weight: "How do I keep people from leaving?" 🤔 I get it. Every cancellation feels personal. 🔥

The best onboarding systems know the difference. They automate what's predictable and make space for what's not. If you're scaling CS without losing the personal touch: https://t.co/UMUYTL47np ✅ #SaaS #CustomerSuccess #Automation

Automate the simple, universal stuff—welcome emails, reminders, routine check-ins. But when complexity shows up? When frustration builds? That's when you need a human. Even if it's just the option to reach one. 🧠

When humans are learning something new, emotions run higher. Hitting friction causes frustration. And when you're frustrated, automation can't read the room. This isn't my claim to no automations...it's a reminder that some things you just can't skip over.