In the SaaS world, customer acquisition is expensive. Retention is everything. Average B2B SaaS monthly churn sits around 3.5%, which compounds to roughly 10% annual gross revenue churn for many companies. For SMB-focused products, it can spike much higher—sometimes 30-50% annually. Every lost customer doesn’t just hurt this month’s MRR or this year's ARR; it erases future expansion revenue, upsell opportunities, and valuable references. Most SaaS leaders focus on Customer Su