How Hootsuite prevented $997K in revenue churn through intelligent retention

Hootsuite needed more control at the cancellation moment

Social media management platform Hootsuite already had a custom-built cancellation flow, but its Lifecycle Marketing team could not tailor retention experiences by customer segment or cancellation reason.

Without a reliable way to test and refine its strategy, the team lacked control over retention performance. Hootsuite turned to ProsperStack with a clear goal: retain or deflect 5% of revenue that would otherwise churn.

Turning cancellation intent into a personalized retention experience

With ProsperStack, Hootsuite made the cancellation moment a more strategic part of its retention program. The Lifecycle Marketing team gained operational control to test and update messaging without relying on development cycles.

Hootsuite segmented customers by type, delivered targeted discounts to its highest-value customers and tailored deflections to each customer's primary cancellation reason. Different customers received different retention experiences based on their value and stated needs. Hootsuite also used custom CSS for a consistent brand experience.

A measurable retention strategy delivered nearly $1M in retained revenue

In its first year with ProsperStack, Hootsuite exceeded its 5% revenue-retention goal and prevented $997K in revenue churn. The team established a repeatable way to personalize, test and optimize retention at scale — turning cancellation into a measurable retention channel.