Shona Nicolle


Shona leads and supports a team of Customer Success Professionals focused on accelerating growth by making churn as low as possible. The ProntoForms Customer Success Team’s top priority is growing existing customer relationships through onboarding, conducting executive business reviews, monitoring key activities, nurturing the base with compelling content, identifying and forecasting churn risks, and renewing for positive net retention. When she is not hard at work you will most likely find her in the kitchen trying a new crazy recipe, out for a night of trivia trying to master useless facts, or laying on the couch with her goofy chocolate lab.


My Sessions

Negative Churn! The Ultimate Guide to OFFSETTING Revenue Churn with Upgrades, Cross-sells and Add-ons


Churn is one of the most hotly debated questions of all SaaS. Bessemer Venture Partners says an “acceptable” churn rate could be as high as 7% annually, though there are many SaaS CEOs who consider anything above 5% unacceptable. So… is negative churn even possible?  Yes.  It’s the “holy grail” of SaaS metrics in fact – and when it’s negative, this is a really POSITIVE thing!   In this […]