HeyYou was growing. New café customers were signing up every month. But churn was keeping pace with acquisition — revenue wasn't compounding. Here's how Accentric.io restructured their customer success function and changed that in two quarters.
HeyYou had built a strong product and a growing brand. Café owners were signing up. But almost as many were leaving each month — and the business couldn't figure out why.
The problem wasn't the product. It was what happened after the sale. The post-sales team — covering onboarding, account management, and renewals — was working hard but without clear ownership. Roles overlapped. Accountability was blurry. Account managers weren't sure what "a great customer interaction" even looked like.
Dormant customers were quietly disengaging. Nobody had a system to spot it early, let alone bring them back. Leadership could see the churn number. They just didn't have a clear line of sight into why it was happening or what to do about it.
Ash worked directly with HeyYou's CEO and CFO to diagnose the breakdown across the post-sales function. The engagement wasn't about adding more tools or running more campaigns — it was about getting the fundamentals right first.
We were growing but bleeding at the same time. Ash helped us understand exactly where the breakdown was happening — and more importantly, how to fix it.— HeyYou Leadership · Quote to be confirmed
Within two quarters, the results were visible across the business. Monthly churn dropped from roughly 40 customers per month to around 20 — a reduction of approximately 50%. Dormant customers who had stopped engaging started coming back. Account managers had a repeatable system and the confidence to use it.
Perhaps most importantly, leadership had visibility. For the first time, the CS function was structured, measurable, and no longer reliant on individual heroics.
Drop in monthly customer churn within two quarters
Dormant customer re-engagement — previously zero structured approach
Clear role ownership across sales, onboarding and account management
Account manager confidence and consistency in customer interactions
HeyYou's situation is more common than most founders realise. Strong acquisition masks a retention problem — until the numbers stop adding up. By the time leadership notices, months of revenue have already slipped away quietly.
The fix isn't always a new tool or a bigger team. Often it's structural clarity — making sure the right people own the right moments in the customer journey, and that they know exactly what to do when they get there.
That's what Accentric.io does. Not consulting from the outside — working directly alongside your leadership to build something that runs after we're gone.