Case Study: MyShopManager cuts monthly churn 28% and onboarding time 65% with ChurnZero
Key results
The challenge
MyShopManager's customer success team ran a disconnected trial-to-paid conversion process. Each CSM managed 250+ accounts with minimal visibility into customer journeys or product usage, making it hard to spot upgrade opportunities or mitigate risk. Significant churn occurred during onboarding transitions due to extended timelines.
The solution
MyShopManager implemented ChurnZero to enable proactive, tech-touch engagement through automated journeys, plays, event tracking, and usage analytics, integrated with its Jira Service Desk support platform to unify customer data.
“Before ChurnZero, it was impossible to track if a customer was interested in an additional service. Now, we can track those opportunities and we know exactly when to convert them.”
CRChelsea ReeceDirector of Operations and Enablement, MyShopManager
The results, in context
MyShopManager reduced monthly paid subscription logo churn by 28% and cut average trial onboarding time by 65%. It also recorded a 95% decrease in paid subscription churn immediately after onboarding, a 40% increase in customers per CSM, and lifted prorate conversion from 25% to 60%.