Case Study: SPINS achieves doubled 1:1 customer coverage and a 54% reduction in at-risk revenue with ChurnZero

SPINS Doubles 1:1 Customer Coverage with Playbooks

Spins, a wellness-focused data company serving the natural products industry, faced a customer success challenge: their CSM model couldn’t proactively cover every account, and they needed a low-effort way to engage customers without dedicated CSMs. At the same time Spins was migrating a legacy module used by roughly 70% of customers to a new tool and risked downgrades or churn amid a moving timeline and uneven internal adoption. Spins engaged ChurnZero and its customer success platform (including playbooks, usage tracking and ChurnScores) to address these gaps.

ChurnZero helped Spins build segmentation based on usage, ChurnScores and meeting counts, launch automated engagement campaigns and playbooks (data-tracking reminders, feature/training announcements, at-risk consultations), and track adoption during the migration. The results were measurable: doubled 1:1 customer coverage and 100% proactive outreach, a 54% reduction in at-risk revenue within eight months, a 2% increase in SMB retention, a 203% YoY rise in targeted training sessions, and no cancellations or downgrades tied to the legacy retirement — all enabled by ChurnZero’s platform.

Spins

Jess Lovell

Vice President, Customer Success