Question 1

What is the best churn prediction tool for Stripe?

Accepted Answer

It depends on your size. For SaaS under $1M ARR, the honest answer is that most enterprise churn tools (Gainsight, Totango, ChurnZero) are massively over-built — six-figure annual contracts, multi-week onboarding, dedicated CSMs to operate them. ProfitWell Retain and Baremetrics are good for dunning and reporting respectively, but neither is predictive in the behavioural sense. Ebb is built specifically for that gap: Stripe-native, predictive, $49–$199/mo, set up in under ten minutes.

Question 2

How do I detect churn in my SaaS before it happens?

Accepted Answer

You watch for behavioural signals that lead the cancellation by 2–4 weeks. The strongest predictors are: a drop in login frequency, a customer stopping use of a 'sticky' feature they used to use weekly, a shift in support ticket sentiment, a card or payment method nearing expiry, and any plan downgrade. Ebb tracks all of these from your Stripe data and produces an Ebb score per customer, updated daily.

Question 3

What's the difference between reactive and predictive churn tools?

Accepted Answer

Reactive churn tools tell you a customer cancelled, why they said they cancelled (in an exit survey most people lie on), and how much MRR you lost. They're useful for reporting, useless for saving the customer.

Predictive churn tools watch behaviour and flag at-risk customers before they cancel — typically 14 to 30 days early. That window is where save-actions actually work.

Question 4

Is there a cheap alternative to Gainsight for small SaaS?

Accepted Answer

Gainsight is a remarkable platform if you have a Customer Success team of ten or more and a six-figure budget. If you're a founder with 200 customers and no CS team, it is wildly over-built. Ebb is the deliberate opposite: one screen, one number per customer, one weekly digest of who's at risk and what to do. Starts at $49/mo.

Question 5

How does Ebb compare to ChartMogul, ProfitWell, or Vitally?

Accepted Answer

ChartMogul and ProfitWell are subscription analytics — MRR, ARR, cohort retention, churn rates. Excellent at telling you what already happened. Vitally is a Customer Success platform — accounts, health scores, playbooks, mostly aimed at teams with assigned CSMs.

Ebb sits between them. It uses behavioural signals (not just billing events) to predict which specific customers are about to churn, and it's small enough to run yourself. Most Ebb customers also use ChartMogul or ProfitWell for reporting.

Question 6

What does 'silent churn' actually mean?

Accepted Answer

Silent churn is a customer who is technically still paying but has effectively left — they don't log in, they don't use the product, the credit card just keeps charging. They will cancel, the only question is when. Ebb finds them weeks before the cancel button is clicked.

Question 7

Do I need to install anything in my app?

Accepted Answer

No. Ebb connects to Stripe via OAuth and reads from there. If you want richer signals (login frequency, feature usage), you can optionally fire events to our API or webhook us your own signals — but the core product works on Stripe data alone.

Question 8

When will Shopify, HubSpot, Intercom, and Pipedrive integrations land?

Accepted Answer

Shopify is on track for the second public release. HubSpot, Intercom, and Pipedrive are slated after that based on early-access demand. Stripe is the launch integration because it's where the highest-quality churn signals already live.

Question 9

Is the Ebb score explainable?

Accepted Answer

Yes — every score breaks down into the underlying signals (engagement drop, sentiment shift, billing risk, plan changes). You see why a customer is at risk, not just that they are. This matters: 'reach out to Acme' is useful, 'reach out to Acme because they stopped using Reports 18 days ago' is useful and actionable.

Question 10

Who is Ebb not for?

Accepted Answer

Enterprise sales teams with assigned CSMs. PLG products with millions of free users. Anyone who wants a CRM. Ebb is for self-serve subscription businesses between $500 and $50k MRR, run by founders or small teams who can't afford to lose customers quietly.

	Ebb	Customer Success Platform	Do Nothing
Detects churn before cancellation	Yes — 14 to 30 days early on average	Yes, with onboarding effort and a CSM operating it	No
Setup time	Under 10 minutes (Stripe OAuth)	4–12 weeks of implementation	Zero — you find out by reading exit surveys
Price for a $20k MRR SaaS	$49–$99 / month	$30k–$120k / year	Free, until you do the math on the lost MRR
Who operates it	The founder, in 15 min/week	A dedicated Customer Success team	Nobody
Behavioural signals	Login, usage, sentiment, billing, plan	Whatever you instrument	—
Best for	$500–$50k MRR self-serve SaaS	$5M+ ARR with assigned CSMs	Pretending the problem isn't there

Customers don’t churn —they ebb.

By the time they cancel, they already left.

A customer logs in less.

They stop using the sticky feature.

They cancel. You get an email.

Three steps. Ten minutes.

Connect Stripe

Ebb watches the signals

You get a weekly digest

Signals in, alert out — live.

Acme Co.

The whole churn-prevention stack, on one page.

Stripe-native

Silent churn detection

Weekly digest

Slack alerts

Save-action playbooks

Simple API

Ebb vs the alternatives.

Quietly piloting with founders right now.

Three plans. No sales call.

Starter

Growth

Scale

The questions we get most.