Product / Free editable template

SaaS churn reasons by segment template

Churn has different causes in different parts of a customer base, and an average hides them. This board counts last quarter's churned accounts by reason and segment in a heat grid, splits voluntary churn from failed payments, and keeps a few customers' own words next to the numbers so the team sees both the pattern and the story.

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SaaS churn reasons by segment example showing heat grid of churn reasons by segment, voluntary versus payment churn split, customer quotes beside the data
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Tag every cancellation

    Make sure each churned account has one main reason from a short, fixed list. Free-text reasons are hard to count.

  2. Fill the grid by segment

    Count churned accounts by reason for each segment and colour the cells. The darkest cells are where to look first.

  3. Add the customer's voice

    Pick quotes from cancellation surveys or calls that explain the darkest cells, then agree one experiment to run.

Questions about this template

How do I read the colours in the heat grid?

Stronger colours mean more churned accounts for that reason and segment, so they show where to look first. Replace the counts and recolour cells to match your data.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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