Improving product experience for a key segment reduced Net Revenue Churn from 2.4% to 0.6%

A quick overview

Co-led the product vision and experience strategy for a new verticalized offering tailored to the e-commerce industry.

This work reframed our approach to deliver more relevant use cases and a more meaningful experience for merchants.

What I did

Co-led the definition of the product and business thesis.
Facilitated customer interviews, workshops, and field research to uncover critical pain points and identify key growth levers.
Partnered with product, marketing, and data teams to prototype a new end-to-end experience.
Validated the proposed journey with real users and partners through qualitative testing.

Outcomes

Reached more than 1.8k customers by the end of 2025.
Net Revenue Churn decreased from 2.4 percent to 0.6 percent, indicating that expansion revenue exceeded churn.

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