Case Study: AddShoppers achieves 103% revenue retention with ClientSuccess

AddShoppers increased revenue retention from 90% to 103% with ClientSuccess

AddShoppers, a digital marketing company in Charlotte, NC, struggled with customer data spread across multiple platforms, no clear way to interpret customer health or risk, and an inability to automate alerts for early warning signs. To address this, AddShoppers implemented ClientSuccess using ClientSuccess Pulse to centralize account information and surface actionable health signals.

ClientSuccess delivered a 360-degree view of account stage, health, usage and engagement, added subjective CSM inputs, and configurable alerts and playbooks (e.g., escalating to weekly calls and executive involvement) so teams could act quickly. With ClientSuccess, AddShoppers raised logo retention from 85% to 93%, increased revenue retention from 90% to 103%, avoided losing key accounts during sponsor turnover, and turned its customer success department into a profit center.

AddShoppers

Kyle Bennett

Head of Client Success