Intervene while someone's still in the cancellation flow, not after

Tracked in real time: a visit to the cancel or downgrade page in the last 14 days, a click on cancel subscription, or a cancel reason submitted without confirming. It records how far they got, the reason if they gave one, and when. It expires after 7 quiet days.

Paying users who are interacting with or committing to the cancel flow but are still subscribed. Trials are left out, and so is anyone who already got a save offer in the last 90 days.

Price gets 20% off for three months or a lighter plan. Not using it gets a 60 day pause or a one to one onboarding call. A competitor gets a call with a product manager and a comparison sheet. A missing feature gets the roadmap for it and a workaround in the meantime. Needing a break gets a one click pause of up to 90 days with their data kept. No reason given gets a question about what would have kept them, plus a call.

Each person gets a single offer, chosen by the reason they gave, within an hour of the signal, and a softer follow up on day 2 if nothing happens. The top 10% by ARR also raise an urgent CSM task straight away, so a human tries in parallel. It closes when the offer is accepted, when they cancel anyway, or after 14 days.

Cancel intent per week, how many of those people are still here 30 days later, the save rate by reason and by offer type, the ARR saved this quarter, the spread of reasons given, and the segments where saving never works.