Most retention programmes are a welcome email and a win-back campaign. We engineer behavioural trigger systems, cohort-specific lifecycle sequences, and churn prediction models that keep the customers you already paid to acquire.
We don't build retention flows because a platform has a workflow builder. We build them because cohort data shows us exactly which users go quiet on day 3, which ones churn at day 14, and which ones are one well-timed message away from becoming power users. The automation follows from that evidence — not a template.
Most companies treat retention as a series of manual interventions — a win-back email when churn spikes, a discount when renewals dip. That's reactive. We build the opposite: a behavioural trigger architecture that identifies at-risk users before they churn, surfaces the right message at the right moment, and hands off to a human only when a human is genuinely the best next step.
Every engagement starts with cohort analysis: where do users go quiet, which segments have the worst 30-day retention, and what does usage data say about leading indicators of churn. That diagnosis shapes the trigger logic, the message sequences, and the escalation rules. We build what the data asks for, test it against a holdout, and don't call it a win until retention numbers confirm it.
Aggregated across 9 retention engagements in 2024–25. Individual results vary by product type, existing churn rate, and email list health.
We don't hand off a flow diagram and disappear. We build, test, and iterate until churn numbers move — then document what worked so gains compound month over month.
A structured teardown of your retention data — cohort charts, usage drop-off analysis, and churn reason tagging — to identify exactly which user segments are leaving, when, and what predicts it. Most audits surface 3–5 high-leverage intervention points within the first two weeks.
We map your full customer lifecycle — onboarding, activation, habit formation, renewal, and re-engagement — and design the trigger logic for each stage before touching a platform. Every branch point is grounded in a specific behavioural signal, not a time-delay guess.
High-converting email and push sequences written, designed, and built inside your platform — Klaviyo, Braze, Customer.io, Intercom, or your stack of choice. Copy and send logic are engineered together, not written separately and bolted on. Subject lines, preview text, and send-time optimisation are part of the build, not an afterthought.
We build a churn risk scoring model using your product usage data — login frequency, feature engagement, support ticket volume — and wire it into automated alerts and escalation flows. Users flagged above the risk threshold get a targeted intervention before they cancel, not a win-back email afterward.
Every significant message variant — subject line, send timing, offer, CTA — is tested as a controlled experiment against a holdout group. We track open rate, click rate, and downstream retention impact, not vanity metrics, and iterate on the losers fast. The data decides which version runs.
We design and run structured win-back programmes for lapsed customers — segmented by churn reason, time since last activity, and historical LTV — with offers and messaging calibrated to each segment. Win-back economics are tracked to the unit: cost-to-reactivate vs predicted LTV on return.
No flows built on assumptions. Every phase has a clear output and a clear reason to proceed before the next phase begins.
We pull your cohort retention data, churn logs, and usage event history and map exactly where users go quiet across your product journey. Combined with a 90-minute kickoff to understand your business model, pricing structure, and current manual retention efforts. Deliverable: a written audit with ranked churn hypotheses and a trigger strategy for each segment.
We design the full trigger architecture — onboarding, activation, habit formation, at-risk, and win-back — mapping every branch point to a specific behavioural event before any platform build begins. Flow diagrams reviewed and approved with your team so logic decisions don't get revisited mid-build when they're expensive to change.
We write all email and push copy alongside the flow build — not handed off to a separate copywriter after the fact — so message hierarchy, urgency framing, and CTA logic are engineered together. Subject lines, preview text, dynamic personalisation, and send-time rules are all set before any sequence goes live.
We build inside your existing stack — Klaviyo, Braze, Customer.io, Intercom, HubSpot, or a custom event pipeline — and run end-to-end QA across every flow path before any sequence goes live. Churn prediction scoring is wired into your data warehouse or CDP and validated against historical churn events before deployment.
Launch is the start of the engagement, not the end. We run controlled experiments on message variants, offer structures, and send cadences — tracking downstream retention impact, not just opens and clicks. Most sequences go through two to three test cycles before performance stabilises. That's where the compounding gains come from.
Everything is documented — trigger logic, copy rationale, test results, and the data behind every flow decision — so your team can maintain the system and understand why it's built the way it is. Ongoing retention retainers keep testing running and compound the gains past the initial engagement as your product and user base evolve.
Two projects — a SaaS subscription product and a DTC e-commerce brand — where every flow was designed from cohort data, not from a playbook template.
Cohort data showed 61% of trial users going inactive before day 7. Analysis found they never reached the product's first value moment — creating their first project and inviting a teammate — because the onboarding email sequence assumed they had. Redesigned trigger logic to fire based on product events, not time delays, and added a churn risk score that escalated users with score ≥ 70 to a human check-in.
71% of customers bought once and never returned. No post-purchase sequence existed beyond an order confirmation. Built a segmented lifecycle — day 7 usage tips, day 21 replenishment trigger, day 45 cross-sell based on first purchase category — and a win-back sequence for 90-day lapsed customers segmented by original order value. Tested four win-back offer structures over eight weeks.
We're platform-agnostic — we work in your existing stack rather than forcing a migration, and we integrate with your data warehouse so trigger logic is always grounded in real product events, not estimated time delays.
We had a drip sequence that sent five emails regardless of what the user did. Digital Zenith replaced it with event-triggered flows and our trial-to-paid rate went from 14% to 34% in six weeks. The product didn't change — just which messages users got and when.
The churn prediction model was the thing that changed our business most. We'd always been reactive — we found out customers were leaving when they cancelled. Now we know a week in advance and we have a playbook ready. That shift alone saved six figures in ARR in year one.
Our win-back programme was a single email with a 10% discount code. Digital Zenith ran four offer variants segmented by original order value and found that customers who spent over £80 responded better to a gift-with-purchase than a discount. That test alone added £18k a month.
Each engagement is sized to where your churn is happening — audit, lifecycle build, or the full system with ongoing optimisation. You know what you're getting before we start.
A two-week diagnostic of your cohort retention data — where users go quiet, why they churn, and a prioritised action plan you can execute yourself or hand to us.
Full retention engagement — audit, lifecycle architecture, platform build, and a 90-day A/B testing programme. From problem to proven system.
Lifecycle build plus churn prediction model, CDP integration, and ongoing monthly optimisation — for teams who want retention running as a managed system.
If your question isn't here, book a 30-minute call — we'll tell you honestly whether your churn problem is a retention problem or a product problem.
Not necessarily. We can work with whatever product event data you currently have — even if it's just Klaviyo or a basic analytics integration. A CDP makes trigger logic more precise and is worth having, but most of the highest-impact retention gains can be built on existing tooling. We'll tell you in the audit phase if your data infrastructure is limiting what's possible.
We'll tell you. If the cohort data shows users churning because the product doesn't deliver the promised value — not because of poor lifecycle communication — we'll say so in the audit, and we won't recommend building automation on top of a product gap. Retention automation works when users are getting value and just need better communication. It doesn't fix a broken product.
The audit is two weeks. A full Lifecycle Build engagement runs eight to ten weeks: two weeks for audit and architecture, two to three weeks for build and QA, then a rolling 90-day A/B testing programme. You'll typically see early retention movement within the first 30 days of the first sequences going live — most compounding gains come in test cycles two and three.
We build inside your existing stack wherever possible. Platform migrations are expensive and disruptive, and most churn problems can be fixed without one. We work natively in Klaviyo, Braze, Customer.io, Intercom, HubSpot, and several others. If your current platform genuinely can't support the trigger logic the data calls for, we'll make a specific case for migration with a cost-benefit estimate — not a blanket recommendation to switch.
The lifecycle build is a project with a clear end state: a live retention system, documented and tested, that your team can run. The retainer keeps active testing running as your product and user base evolve — new features to message around, new cohort segments to target, seasonal win-back programmes. Most clients run the lifecycle build first, then move to a retainer once the baseline system is proven.
Book a 30-minute call. We'll review your current retention data, identify the highest-impact segments to fix first, and tell you exactly what we'd audit — no obligation.