How to use the Churn Prevention agent skill

What the churn-prevention skill makes the agent do

Once installed, the agent works as an expert in SaaS retention. The skill's SKILL.md describes three modes: building a cancel flow from scratch, optimizing an existing flow using cancellation data, and setting up dunning to recover failed payments.

Voluntary churn is when a customer chooses to cancel. The skill's suggested fix is a cancel flow with an exit survey, a dynamic save offer and a clear confirmation. Involuntary churn is when a payment fails. The suggested fix is dunning: smart retries, reminder emails and card updaters.

• Exit survey: asks why the customer is cancelling, so the offer can match the reason.
• Save offer matched to the reason: for example a discount for 'too expensive', or a pause for 'not using it enough'.
• Confirmation: states clearly that access continues until the end of the billing period.
• Dunning: a timeline of retries and emails after a payment fails, with a grace period before the account is paused or cancelled.

Install the churn-prevention skill

Download the ZIP file for the skill from this page. Then choose one of two install locations, depending on how you work.

For a personal setup, unzip the file into ~/.claude/skills/. To limit the skill to one project, unzip it into that project's .claude/skills/ folder.

If you use the Claude apps, you can upload the skill instead. Go to Settings, then Capabilities, then Skills, and upload the ZIP there.

• Personal use: ~/.claude/skills/
• Single project: .claude/skills/ inside the project folder
• Claude apps: Settings → Capabilities → Skills

Trigger the skill with natural requests

You do not need a special command. The skill's description lists phrases that should activate it, so ask in plain language about the problem you have. Phrases from the skill's description include 'cancel flow', 'save offer', 'dunning', 'failed payment recovery', 'exit survey', 'pause subscription', 'people keep canceling' and 'churn rate is too high'.

Be specific about your product and billing setup. The skill asks for this context if it is missing, including your billing provider, whether you bill monthly or annually, and whether you support pausing or downgrades.

• "Design a cancel flow for my B2C productivity app with an exit survey and save offers."
• "Churn rate is too high. Help me figure out what to offer people who are cancelling."
• "Set up a dunning sequence for failed card payments on Stripe."
• "Customers are leaving because they say it's too expensive. What save offer should I show?"

Example: a cancel flow and a dunning timeline

The skill's reference files include a worked example for a $29/month productivity app. The flow asks one reason question, offers 25% off for three months when the reason is 'too expensive', then offers a lower plan, and finally confirms that access continues until the end of the billing period.

For failed payments, the dunning playbook lays out a timeline starting on the day a payment fails, with retries and emails over the following days and a grace period that ends around day 10 to 14. The agent can adapt this timeline to your billing provider.

What the skill needs and what it does not do

The SKILL.md does not list any required software or API keys. The skill provides guidance only, so you will apply its advice in your own product and billing tools.

It can optionally read a product marketing context file at .agents/product-marketing.md if that file exists. If you do not have one, the agent asks you questions instead.

The skill does not run scripts and does not use the network.

• Required software or API keys: none listed in SKILL.md
• Optional input: .agents/product-marketing.md
• Runs scripts: no
• Uses network: no

Safety notes and limits

Because the skill runs no scripts and makes no network calls, it cannot change your billing or cancellation system on its own. Review any code or configuration the agent proposes before you deploy it.

The skill mentions that some regulations require easy self-serve cancellation. Check the rules that apply to your customers before you add friction to a cancel flow.

• Review proposed flows and code before shipping them.
• Confirm legal requirements for cancellation in your market.
• Do not use the skill for post-cancel win-back emails (see the emails skill) or in-app upgrade paywalls (see the paywalls skill).

Tips for better results

Give the agent real data where you have it: monthly churn rate, cancellation reasons from past churns and your activation metric. The skill's advice changes with these numbers.

Keep the number of survey reasons to 5 to 8, and review their order quarterly, as the skill recommends.

• Share your billing provider and billing intervals.
• Share cancellation reason data if you have it.
• Ask for one offer and one fallback per reason, rather than a long menu.