Case Study: Dollar Shave Club achieves 60% churn reduction and 5x resubscribe rate with Retention Science

Retaining lapsed customers for Dollar Shave Club

Dollar Shave Club is a subscription-based men’s grooming brand that delivers razors and personal-care products monthly. The company wanted to reduce churn by reactivating customers who had canceled subscriptions—exit survey data captured reasons for leaving, but Dollar Shave Club lacked the internal resources to act on that insight.

Retention Science used AI to aggregate the exit survey with transactional, behavioral and demographic data to determine the optimal cadence and messaging for each lapsed customer, enabling a personalized one-to-one re-engagement campaign. The effort drove a 60% reduction in churn and a 5× increase in resubscribe rate, while improving satisfaction and customer lifetime value.

Dollar Shave Club

Adam Weber

Vice President of Consumer Marketing