My name is David, and I work at LinkedIn, where I lead a team of customer success managers out of EMEA. We work with the largest global clients in the LinkedIn Sales Solutions business.

When it comes to customer success, one of the most important metrics to track is customer retention. You want to keep your customer base intact to prevent revenue loss. After all, figuring out how to keep your customers aboard ship is the linchpin of software-as-a-service (SaaS).

In this article, I’m going to walk you through how to decode customer churn. Before I delve into the crux of the matter, allow me a moment to set the stage for our topic. Then, I’ll give a quick background, so you understand where my experience comes from.