The AI CMO reads your churn list, plans a sequence for each segment and builds it as an email journey that waits for your approval before anything sends.
Why it matters
A SaaS customer who cancels has already signed up, onboarded and paid. Most leave for a reason you can name – they never finished setup, the price stopped matching their use, a feature was missing, or they simply went quiet. A win-back campaign that treats them all the same sends a discount to people who wanted a feature, and a feature announcement to people who wanted a lower price.
Customer Win-Back starts from your own data. It reads the customers in your warehouse who have stopped – by how long they have been inactive (30, 60, 90 or 180+ days) or by lifecycle stage (at risk, can't lose, lost) – and plans the campaign around who they are: the segments, the sequence of touches with the timing, subject line, angle, offer and call to action for each, the metrics to watch and the A/B tests worth running.
When the plan is right, one click builds it as an email journey: the audience saved as a segment, suppressed and blacklisted people removed, and every email created as a draft for you to review. Nothing sends until you publish it.
Benefits
The audience comes from your warehouse – customers inactive for the period you choose, or in the at-risk, can't-lose and lost stages – with the real number of people and the revenue they represented in front of you, not a guess.
Each segment gets its own sequence: when each touch goes out, on which channel, with which subject line, angle, offer and call to action – plus the A/B tests worth running.
Build the win-back journey and the sequence becomes an email journey – up to six emails with waits between them and a "reactivated" goal – ready for your review in Journeys.
People on your blacklist or suppression list are removed before the audience is saved, unsubscribes are honoured at send time, and every email waits as a draft until you publish.
Use cases
Challenge
Accounts that cancelled in their first weeks after using one feature and never inviting a teammate.
Solution
Segment them by what they never set up and lead the sequence with that step – the integration, the template, the first project – before any offer.
Challenge
Customers who left at renewal or after a price change while their usage stayed steady.
Solution
Plan a sequence that shows the plan that fits their actual use, and keep the offer for the final touch, where it can decide the outcome.
Challenge
Paying customers whose activity has fallen for 30 days or more.
Solution
Choose the at-risk stage as the audience and send a re-engagement sequence while they are still customers – attention is easier to win back before the cancellation than after it.
More industries
FAQ
A win-back campaign is a sequence of messages to customers who have stopped using or paying for your product, designed to bring them back. For SaaS it usually pairs a reason to return – what has changed, or the step they never completed – with an offer timed to the moment it can make the difference.
Look for three things: the tool should start from your real churn data rather than a generic template, plan different messages for different reasons for leaving, and respect unsubscribes and suppression automatically. The AI CMO does all three and turns the plan into an email journey you approve before it sends.
The customers in your warehouse who match the rule you choose: inactive for 30, 60, 90 or 180+ days, or in the at-risk, can't-lose or lost lifecycle stages. You see how many people that is and the revenue they represented before you plan anything. With no customer data yet, it says so and asks you to connect a source.
Not by email. People on your suppression list or blacklist are removed before the journey's audience is saved, and unsubscribes are honoured at send time. Reach them through channels they still accept.
No. Building the journey creates each email as a draft in Journeys. You review, edit and publish it; it then sends through the email provider connected to your brand – Resend, Postmark, SendGrid or your own SMTP.
Yes. Pull churned contacts from HubSpot into the plan, and push the segments back to HubSpot as lists.
Create an account, connect your data and channels, and try it on your own customers.