Retention & Onboarding Strategy for Product-Led SaaS

Bring Your Users Back Before They Churn.

Grow Your CLTV.

Strengthen Your Next Raise.

I help product-led SaaS teams reduce churn and grow retention with behavior-based messaging—email, in-app, SMS and more—all designed to increase your customer lifetime value.

The Real Reason Users Leave

Most SaaS teams assume users will come back on their own.

But they don’t.

They activate, poke around, maybe even get to the "aha moment."

Then they vanish.

And a one-off nudge weeks later isn’t bringing them back.

You see, retention isn’t about delight.

It’s about timing, triggers and behavior.

I build the systems that bring your users back—and keep them coming back.

What Love Letter Emails Does (and Why It Works)

Smart retention isn’t just a strategy. It’s a system.

LLE helps SaaS teams like yours:

  • Spot where users drop off—and why
    So you’re not guessing where things go wrong

  • Design lifecycle emails that match real behavior
    So users get the right message at the right time, every time

  • Create habit loops that reinforce product value
    So users keep coming back—because they’ve found real value in your solution

  • Re-engage users before churn becomes permanent
    So you can grow sustainably and reach even more of the right people

These aren’t one-size-fits-all nurture sequences or copywriting exercises.

They’re built for impact.

Unique to your user’s journey.

And every single email in the system exists to do one thing: increase retention.

Now, let’s talk about the system that makes all of this work.

Introducing

The Return-to-App Framework

Love Letter Emails’ approach is built on behavioral psychology, product strategy and proven SaaS retention tactics.

It’s called the Return-to-App (RTA) Framework—my proprietary framework for building smarter retention systems.

RTA exists because your users don't just need another reminder—they need a system that matches where they are in their journey.

The RTA Framework connects user behavior with lifecycle messaging in a repeatable, structured way.

So that instead of guessing when or how to nudge users, the framework systematically assesses behavior patterns, selects the right intervention and measures the impact.

The Engine of Your Retention Flywheel

You don’t need more ideas.

You need a system that actually brings users back—before they churn.

Most retention efforts stall out because they rely on best guesses, generic sequences or messaging that arrives too late.

The Return-to-App system replaces that guesswork with a structured loop:

ARC + ACT

Use RTA and you get a strategy + execution cycle that works together to re-engage users at exactly the right moment.

The Return-to-App system replaces guesswork with ARC + ACT:

a strategy + execution loop that actually works.

Here’s how it works. There are two mechanisms that work together within the RTA framework →

Part 1: ARC — The Strategy Loop

Focus on what’s actually worth fixing.

Most teams rely on instinct, one-off nudges or whatever idea sounds good in a meeting.

ARC replaces that with clarity.

It’s your strategy loop—the system that helps you stop reacting to churn and start predicting it so you can beat it.

  • Assess where users are falling off. No more guessing. Use behavioral data and scorecards to understand what’s really broken.

  • Respond with the right message, to the right user, at the right moment—grounded in real psychology, not “I think this might work” vibes.

  • Close the Loop by tracking what worked, what didn’t and what to double down on next time.

This is where your retention stops being reactive and starts being strategic.

Part 2: ACT — The Execution Loop

Where strategy meets action—no guesswork allowed.

Execution is where most so-called retention experts fall short. They give you a list of “best practices,” hand you a few generic messages, and call it a day.

But they never answer the most important questions: When should you send it? Who should get it? Did it even work?

ACT lives inside ARC’s “Respond” and “Close the Loop” stages.

It’s the execution engine that brings your re-engagement plan to life—based on what your users are doing in real time.

  • Assess Behavior by looking at the exact action (or inaction) that signals churn risk.

  • Choose the Right Trigger by aligning the message, motivation, and channel with what the user needs in that moment.

  • Test, Track, Optimize every step. Nothing is static. Everything is an experiment. Measure results and feed what you learn back into ARC.

This is how you stop hoping for retention and start engineering it.

Ready to Stop Churn?

Start with the RTA Scorecard—the first step I take with every client to cut through the noise and find the real problem.

Or, if you're ready to dive in, let’s talk.