cutting churn and rebuilding onboarding

We were losing 3–4 customers a month and cancellation calls never told us why. So instead I dug through PostHog data and session replays, and interviewed the customers who stayed. Two problems kept coming up that nobody had mentioned on their way out: weak data exports and a frustrating map. We fixed both. Then a survey of every customer pointed at the feature people loved most, finding promising sub-markets, and we relaunched it as Hot Spots.

I was every customer's primary contact: about 200 users across 50+ firms. When something broke, my rule was to get the affected customer on the phone fast and tell them we were on it.