## The Problem
Mark and Tina built LaunchPad to help other SaaS founders with their launch processes. In their first year, they had 112 customers and a 7% monthly churn rate.
"We were growing, but we were also leaking customers as fast as we could find new ones. We needed a different approach."
## The Solution
LaunchPad integrated PulseCheck to monitor customer health across their entire lifecycle. They discovered something counterintuitive: customers who attended at least one onboarding call were 3x less likely to churn.
"We started using PulseCheck to identify customers who hadn't completed onboarding. Then we'd reach out personally to get them scheduled."
They also created a health-score-triggered email sequence that provided resources based on where customers were struggling.
## The Results
- **Negative churn achieved in month 4** — expansion revenue exceeded churn - **Monthly churn dropped from 7% to 3%** - **Customer LTV increased 67%** in six months
"We thought we needed a dedicated CS team to get to negative churn. Turns out we just needed better information and a simple system to act on it."
LaunchPad now runs a lean customer success operation guided entirely by PulseCheck health scores.