We launched a SaaS recently and noticed a cluster of accounts created within minutes of each other that never confirmed email or returned after signup. We want to keep our user table healthy without accidentally deleting real users.
Curious what other founders do in practice, more specifically:
Do you auto-delete accounts after X days without email confirmation? If so, what timeframe worked for you?
Do you keep soft-deleted rows for analytics or GDPR reasons? Any retention windows you recommend?
If you have automated detection, what signals did you use (IP clusters; identical metadata; signup rate spikes)?
For a long time, our exit surveys and churn emails asked the generic question: "What feature would have made you stay?"
Unsurprisingly, we got useless answers that sent our roadmap in circles.
The moment we changed our churn interviews to focus purely on behavioral timeline ("Walk me through the exact moment today when you thought about opening our tool, but didn't"), everything clicked. We stopped fixing features and started fixing the friction points in their daily schedule.
For those managing paid tiers: What specific questions do you ask during churn interviews that actually reveal workflow mismatch rather than polite excuses?
We started with cheap plans thinking low prices would lower acquisition friction. Instead, it attracted low-commitment users who demanded heavy support and churned fast.
We need to raise our price floor to survive, but moving away from our initial tiers feels risky.
For those who have repriced mid-flight: how did you migrate early supporters without destroying trust?
I wonder what depth of information would best suit your needs. For example, would you like to know... - what they are working on
- who has a meeting with whom
- who is on-site or working from home
- who is off today
- how they are feeling
- what they are listening
- when their birthdays are
- what they like to do We are currently building BeforeSunset v2.0 to sync and bond with your team without additional messages, join our waitlist to know when we are ready: https://www.usebeforesunset.com/