Danielle Morrill

Even though we're three years in, we actually don't know because our product has changed a lot and our customer base has changed a lot.

So like, I want to say 80% of our customers were acquired in the past 18 months, right?

So we don't have, not everyone has turned over on a year yet.

So I think what's really important is to find other leading indicators before churn, because churn will actually be massively laggy.

So we really look at user engagement metrics to help us understand, you know, are we having regular touchpoints with these customers?

Are they logging in?

Are they using the key features?

Because by the time they churn, it's too late.

Too late.

Now we have to go back and win them back.

It's a ton of work.

And then that's when your inside sales team doesn't scale.

Right.

And if you tap them, the good news, and we've seen this, is the churn does go down because these are the things that actually matter.

People don't make a churn decision on the date of their renewal.

They don't say, oh, I'm not going to use this anymore.

They already decided.

They decided months ago when they stopped using it.

I mean, I think it may be higher.

So we have a really substantial amount of early customers upselling now to do an enterprise plan that's like more of a six figure range.