Product Manager
Available
Advanced ~8h

Customer Churn Crisis

Mid-market churn spiked 3% — propose a response in one week.

The situation

Mid-market churn rose from 5% to 8% over the last two quarters. The CEO wants a recommendation: is this a product issue, a pricing issue, or a segment issue?

Context

  • A competitor launched a cheaper tier 90 days ago.
  • Onboarding NPS dropped from 42 to 31 over the same window.
  • Two large logos churned citing 'missing reporting features'.

Your objectives

  • Diagnose the dominant driver of churn.
  • Propose one bet for the next quarter.
  • Align CS, Sales, and Eng on the response.

Phases

  1. Segment the churn

    Cut by cohort, plan, and reason.

  2. Talk to lost customers

    Five win-back interviews.

  3. Frame the bet

    Pick one focused response.

  4. Executive review

    Present and decide.

Tasks

  • Segment churn by cohort, plan, reason
    Day 1
  • Schedule 5 win-back interviews
    Day 2
  • Synthesize qual + quant signal
    Day 4
  • Frame one focused bet
    Day 5
  • Align CS, Sales, Eng on the bet
    Day 6
  • Deliver exec review
    Day 7

Inbox for this scenario

Open inbox
RN

Riya Nair · CEO

Yesterday

I need a recommendation by Friday

Don't just bring me data — bring me a bet. What are we doing about churn next quarter?

Urgent
TG

Tanvi Gupta · VP Customer Success

08:50 AM

Lost logo notes attached

Two ARR-heavy losses cited 'missing reporting features'. I have CS notes from both — happy to walk you through.

High
JK

Jai Khanna · Head of Sales

09:10 AM

Competitive pricing pressure

Reps are losing mid-market deals on price. The new competitor tier is 30% cheaper.

FYI

Success criteria

  • Recommendation backed by qualitative + quantitative evidence.
  • Clear trade-offs presented to the CEO.
  • Cross-functional commitment to the next steps.

Stakeholders

  • RN

    Riya Nair

    CEO

    tense
  • TG

    Tanvi Gupta

    VP Customer Success

    supportive
  • JK

    Jai Khanna

    Head of Sales

    neutral

Deliverables

  • Churn diagnosis memo

    pending

    Two pages, evidence-led.

  • Recommendation deck

    pending

    Six slides for the exec review.

Competencies assessed

  • Strategic ThinkingWeight 30%
  • Customer CentricityWeight 25%
  • Stakeholder ManagementWeight 25%
  • Data-Driven Decision MakingWeight 20%

Tools

Product DashboardCustomer Insights HubExecutive Presentation Builder