Case Study: Kitsch cuts churn and doubles subscribers with Skio

Kitsch cuts churn 45% with Skio

Kitsch, a Los Angeles-based beauty brand, faced significant challenges with its subscription program due to a previous platform that turned retention into daily firefighting. Preventable churn mounted as the team was blocked from implementing strategies, and every initiative required slow engineering workarounds. They partnered with Skio to gain the tools and strategic support needed to build a proactive retention system.

Skio implemented a partnership-driven approach with monthly strategy sessions, enabling Kitsch to rapidly deploy an adaptive cancel flow with reason-based save offers and splash screens to catch exit intent. This solution, alongside a smarter payment recovery system and a redesigned customer portal, led to measurable results: a 45% reduction in churn year-over-year, a 30% increase in active subscriptions, and a 79% lift in their save rate.

Kitsch