Real PM Case Study: Week 7

This one's for anyone who's ever been on a customer call and thought "I could've fixed this if I'd been the PM."

You're the PM for a B2B SaaS platform. Think Gainsight or ChurnZero, a customer success tool used by enterprise CS teams.

Your product has been growing steadily. But last quarter, one segment started showing warning signs: mid-market accounts (50–200 seats) had NPS drop from 42 to 31. Support tickets are actually down. No one is complaining. Three accounts flagged "reevaluating" in their renewal conversations.

Your CSMs say the accounts seem "checked out." Usage data confirms it. Daily Active Users (DAU) in this segment dropped 18% over the last 60 days.

You have capacity for ONE initiative this quarter. Here's what's on the table:

A) Proactive Engagement Trigger

Build a product-led alert system: when a key user goes inactive for 7 consecutive days, automatically flag the account for CSM outreach and surface a targeted in-app re-engagement prompt. Bet: these accounts are disengaging quietly, not loudly, an early touchpoint before the renewal conversation changes the outcome.

B) Discovery Sprint

Pause roadmap work for 3 weeks. Run 8 discovery calls, 4 with healthy accounts in this segment, 4 with at-risk ones. Map what "value" actually means to them vs. what you built for. Bet: you don't actually know why this segment churns, and optimizing without that data means you'll fix the wrong thing.

C) Feature Fast-Track

Two features this segment has requested repeatedly have been deprioritized for 6 months. Accelerate both. Bet: the churn signal is a product gap, not a relationship problem, shipping what they asked for proves you're listening and buys the renewals.

Here's what I want to see in your answer:

• Which option do you pick, and why?

• What's the one assumption your entire decision rests on?

• What would you measure in the first 30 days to know if it's working?

Drop your answer below. I'll reply to every single one with real feedback.

Want to go deeper on answering case study questions like this one?

https://www.skool.com/stef-the-pm-3369/classroom/77205d84?md=cd528f2caf254ee5be83348e8aa663a2

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Real PM Case Study: Week 7