B
Evidence Grade B
Graded
under review
Safe to Cite
Recent
27%
27% -- gross churn decrease for Subscription companies that focus on customer success (2025)
Attribution:
View source
Lighthouse Research Team
Last verified:
·
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Source verified
Evidence graded
Value
27%
Unit
Percentage
Data Vintage
2025
Entity
Sample Size
2,000
Evidence Quality
B
Strong, reliable evidence
Sourced from a well-regarded research firm or industry leader with transparent methodology and a reasonably large sample.
Single source - not yet corroborated
Score breakdown
Extraction
50
Source Trust
60
Citation Chain
20
Independence
30
Methodology
45
Freshness
95
Source
ProfitWell
Primary
Tier C
https://refiner.io/blog/the-ultimate-guide-to-customer-success-in-saas/ ↗
Source Article
The Ultimate Guide to Customer Success for SaaS Companies
The Ultimate Guide to Customer Success in SaaS
Do customers love your SaaS product? Are you looking for a way to boost the customer success rate even further?
I couldn’t agree more with Ken Lownie who said:
In the subscription economy, the connection between your customer’s success and your success …
Original Research
ProfitWell
· Original study ↗
Methodology
Analysis of data from nearly 2,000 subscription-space companies by ProfitWell (Patrick Campbell). Figure is stated as an upper bound ('up to 27%'). No explicit date given; vintage defaulted to collection year.
Methodology documented
Segmentation
Industrysaas
Cite this stat
Plain Text
Subscription companies that focus on customer success: 27% gross churn decrease. Source: ProfitWell (2025). Via Lighthouse Intelligence -- https://lighthousedata.io/data/customer-success-gross-churn-decrease-saas
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<blockquote cite="https://lighthousedata.io/data/customer-success-gross-churn-decrease-saas" style="border-left:3px solid #2563eb;padding:12px 16px;margin:16px 0;font-family:system-ui,sans-serif;background:#f0f4ff;"><strong>27%</strong> -- gross churn decrease for Subscription companies that focus on customer success<br><small>Source: ProfitWell (2025) · <a href="https://lighthousedata.io/data/customer-success-gross-churn-decrease-saas" target="_blank" rel="noopener">Lighthouse Intelligence</a></small></blockquote>
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