Case Study: Cin7 achieves 60% reduction in churn with ChurnZero's digital customer success plays

Cin7 reduces churn by 60% with digital customer success strategies and ChurnZero plays

Cin7, an inventory and order management platform serving more than 8,500 customers across 75 countries, faced rising churn as pandemic-driven demand leveled off. With a 12-person customer success team that could only cover the top 200 accounts and fragmented data from a recent acquisition, Cin7 needed a flexible platform to unify data, scale outreach, and enable digital-first interventions — ultimately choosing ChurnZero for its ease of use and marketing-grade automation, including ChurnZero plays.

By centralizing customer data in ChurnZero and using plays, drip campaigns, product-usage insights, conditional logic for cross-sell, and real-time dashboards, Cin7 automated onboarding, nudged desired behaviors, and targeted at-risk segments. The ChurnZero-powered approach cut churn by 60% quarter over quarter, increased adoption, scaled CS operations and outreach, improved revenue visibility, and freed the team to focus on high-impact work while planning to use ChurnZero to drive expansion.

Cin7

Ryan Ballein

Global Director of Customer Success