Most SaaS churn doesn’t happen because the product failed, but that product never became how work gets done, which is exactly why Customer Success Retention First consistently outperforms feature-led thinking.
Double’s $6.5M Series A is not exciting on the surface. No flashy AI demos. No “revolution.”
That’s exactly the point.
Close management and practice workflows sit in the unsexy middle of the business.
The place execs look at when numbers slip, and deadlines get missed are the same operational blind spots that usually surface during a Customer Churn Post Mortem Guide.
Once a product owns that layer, churn becomes rare. Not because users love it, but because it breaks the operation.
That’s the real retention moat most CS teams never articulate, especially when teams rely on vanity adoption metrics instead of the Ultimate Guide Success Metrics Business CS Leaders.
What Double is selling is not features. It is operational dependency.
And CS leaders who understand this stop talking about adoption. They start talking about lock-in that finance agrees with, the same shift required when CS wants a real seat in Get Invited Executive Meetings.
If your renewals still depend on usage charts and “value reminders,” you’re playing the wrong game.
The teams that keep accounts don’t hope customers remember value.
They engineer dependence using the same thinking behind Recession-Proof Customer Success Strategies.
The Operational Lock-In Playbook CS Teams Miss
Here is the system behind why workflow products renew, expand, and survive budget cuts: