Coffee · F&B
Subscribers who stay for the story.
−0%
subscription churn in 4 months
+0%
12-month subscriber LTV
0%
of revenue now owned (email + SMS)
The gap
Subscribers cancelled the moment a bag piled up — and the brand only found out from the churn report. No skip option surfaced, no pause, no timing control: cancel was the only exit anyone could find.
What we ran
- Pileup detection: delivery cadence vs. engagement flags over-supplied subscribers early
- Skip-first save flow — skip, pause or swap roast offered before the cancel page, via SMS
- Origin-story drops: monthly single-origin releases as a subscriber-only email series
- Dormant win-back priced on purchase-interval data, not a blanket 90-day timer
The result
Churn down 31%, LTV up 44%, and the monthly drop emails hold a 71% open rate — subscribers now stay for the story, not just the beans.
Subscriber retention curve — before vs after
Klaviyo · Top performers
Last 120 days
Saves — skip/pause/swap1,428
Churn rate−31.2%
Drop series open rate71.4%
Pileup Save — Skip FirstFlow · SMS$41,377
Single-Origin Drop — MonthlyCampaign · Email$32,940
Win-Back — Interval BasedFlow · Email + SMS$24,051
Welcome — First Brew GuideFlow · Email$18,266
“We were treating cancellations as inevitable. Kairos treated them as a timing bug — and fixed the timing.”
Co-founder — coffee brand