Scaling a subscription program is no small feat. How do you balance growth with sustainability? Which strategies actually drive retention? What optimizations will make the biggest impact?
We get it—it’s a lot. So, we turned to our powerhouse team of senior customer success managers to share the proven strategies they’ve seen work time and time again. These are the insights they use to help top brands scale smartly, sustainably, and successfully.
No fluff, just actionable best practices you can implement today to keep your subscription business thriving for the long haul.
Let’s dive in.
Maximize subscription visibility
Kylie Miller, Global Customer Success Manager, Enterprise
To grow your subscriber base, merchants must highlight the benefits of subscribing at every customer touchpoint. This includes email marketing, subscription landing pages, PLPs, PDPs, cart and checkout pages, and social media channels like Instagram highlights and influencer collaborations. Many brands excel at marketing their products—but they should be just as proactive in promoting their subscription programs.
Elicit customer feedback
Diogo Naves, Senior Customer Success Manager
Tap into the insights of both converted customers and those who didn’t subscribe. By surveying users, you gather valuable information to understand why they subscribed—or why they abandoned their cart before checkout. This feedback helps pinpoint areas of opportunity, uncover moments of friction, and highlight what’s working well as you continue to optimize.
Refine retention strategy
Julie Wilkins, Senior Customer Success Manager
As subscription programs scale, churn tends to rise—but a proactive strategy can keep it in check. The Recharge Cancellation Prevention tool is essential, providing A/B testing and conditional branching to create a more personalized customer experience. By leveraging these insights, brands can continuously refine their approach, ensuring long-term subscriber engagement and sustainable growth.
Tailor cross-sell offers
Aaron Brook, Senior Customer Success Manager
Acing upcoming order cross-sells is a game-changer. Conditional branching enables precise targeting based on subscriber and cart traits. While offering cross-sells across the board is a great start, why not take it a step further? Customize offers so new subscribers receive complementary product recommendations that enhance AOV. Meanwhile, reward the most loyal and high-value subscribers with exclusive, VIP-only deals.
Pinpoint impactful experiences
Kat Newman, Senior Customer Success Manager T1
Elevate your subscription strategy with Customer Segment nodes. This enables granular tracking of retention within the Customer Cohort Performance dashboard, revealing the long-term impact of different subscription experiences. By analyzing these segments, brands can pinpoint the long-term impact of each experience, enabling data-driven iterations to optimize their winning subscription strategy.
