Case Study: MyShopManager achieves 28% reduction in monthly paid subscription churn with ChurnZero

MyShopManager reduces monthly paid subscription logo churn by 28%

MyShopManager, a platform for independent auto repair shops, was struggling with volatile churn from a free-trial, product-led growth model. Customer Success reps each owned 250+ accounts with little visibility into product usage or the customer journey, leaving the team reactive and causing many paid customers to churn during the onboarding-to-post-onboarding transition. After deciding not to build a solution in-house, MyShopManager partnered with ChurnZero to adopt a tech-touch customer success platform.

Using ChurnZero Plays, Journeys, event tracking, Live Exports and a Jira integration, MyShopManager automated trial-to-paid handoffs, surfaced at‑risk behavior, prioritized upsell opportunities, and aligned support and product teams. In one year they saw a 65% reduction in average trial onboarding time, a 95% decrease in paid subscription churn immediately post-onboarding, a 28% drop in monthly paid subscription logo churn, prorate conversion rise from 25% to 60%, and a 40% increase in customers managed per CSM.

MyShopManager

Chelsea Reece

Director of Operations and Enablement