How Meridian Improved Net Revenue Retention by 11 Points Using Sonus
By surfacing churn signals and expansion opportunities in real-time, Sonus helped a 180-person B2B SaaS company transform reactive support into proactive growth.
Meridian: A 180-person B2B SaaS company
Meridian provides enterprise-grade project management tools to mid-market financial services firms. With a complex product analytics stack built on Snowflake and dbt, their data team was responsible for maintaining a high-fidelity view of user health and feature adoption.
Churn signals arriving too late; expansion opportunities invisible
Despite having robust dashboards, Meridian’s leadership team was flying blind. Their existing BI tools provided historical snapshots but failed to surface the subtle, statistically significant signals that precede churn or expansion. By the time a customer support ticket was raised, the revenue impact was often already realized.
Sonus Narrative Reports delivered weekly to CS and Sales leadership
Meridian deployed Sonus to act as a diagnostic layer over their existing data warehouse. Instead of building new dashboards, they utilized Sonus’s automated signal detection to generate weekly "Narrative Reports" specifically tailored for their Customer Success and Sales leadership.
Measurable impact on retention and growth
From noise to signal
When Meridian first connected Sonus to their Snowflake environment, the immediate feedback loop was transformative. Their data team, led by Lead Analyst David Chen, configured Sonus to monitor specific usage patterns associated with churn risk—such as a drop in daily active users or a halt in API integration activity.
The real breakthrough, however, came with the Narrative Reports. Rather than overwhelming the CS team with raw data points, Sonus synthesized these signals into plain-language summaries. On a Tuesday morning, the CS leadership team received a report highlighting a specific account, "Apex Financial," showing a statistically significant decline in feature adoption over the last 14 days.
Armed with this signal two weeks prior to the contract renewal, the CS team reached out proactively. They discovered that Apex was struggling with a new onboarding workflow. By addressing the friction point immediately, Meridian not only retained the account but successfully upsold an additional module, turning a potential churn risk into a $45,000 expansion deal.
This shift from reactive firefighting to proactive relationship management has become the standard operating procedure for Meridian. The weekly cadence ensures that no signal goes unnoticed, and the integration with their existing tools means the CS team doesn't have to learn a new system—Sonus simply augments their workflow.
"Sonus changed how we operate. Before, we were waiting for customers to tell us they were unhappy. Now, we hear them before they even realize it themselves. The 11-point jump in NRR is a direct result of being able to act on data, not just intuition."Sarah Jenkins, Head of Customer Success, Meridian
Stop waiting for churn to happen.
Start surfacing the signal.
See how Sonus can help your team identify expansion opportunities and reduce churn risk before it impacts your bottom line.