Churn-save program
Cancel intent fires. Mara has minutes.
This is the program with the smallest window and the highest stakes. One email. No retry. No follow-up sequence. The customer just clicked "cancel" or replied to your billing thread, and the next message they get decides whether the relationship continues.
When it fires
The instant your cancel-intent signal arrives. Stripe customer.subscription.deleted, Polar subscription.canceled, or your own webhook firing on a cancel-button click. All work. Mara picks it up and the program starts immediately.
The send goes out within minutes. Any delay past an hour and the moment is over.
What's in it
One email. That's the whole program. No "save attempt" arc, no eight-email recovery sequence. The customer made a decision; Mara writes one email and respects it after.
The email is structured around the gap between what they signed up for and what happened. Mara has their full event history loaded (recipient context is on by default for churn-save), so she knows what they actually used, what they didn't, when their last active session was, and which features they hit.
The Copywriter folds that into a draft that doesn't pretend the relationship was great. If they barely used the product, the email says so. If they used it heavily and then stopped, the email asks what changed.
How she writes it
Highest recipient-context load of any program. Every signal counts: events, replies, support tickets if you've connected them, time-since-last-active.
The Reply Analyst pre-classifies likely reply intents before the send goes out. If the customer's pattern suggests they'd respond to a discount, Mara can attach an offer to the journey: discount code, free month, plan downgrade. The offer mints a per-recipient redemption URL.
If they reply "yes" to the offer in their response, the Reply Analyst auto-stamps the redemption. You don't have to chase it.
What gets tested
Subject lines vary widely. The bandit tests directness against curiosity. "Before you go" versus "One question about your cancellation." Body framing tests acknowledgment-first ("you used X heavily") against question-first ("what would have made the difference?").
What's not tested: the offer attachment. That's a per-journey decision, not a bandit variant. You set what offer Mara can include.
What you control
Most teams approve every churn-save send before it goes out. That's the default for new tenants. If you want, you can move it to auto-send once you've watched a few cycles.
The auto-redeem on reply toggle is per-tenant. On by default: when a customer accepts in their reply, the Reply Analyst stamps the offer redemption automatically. Off, and you handle it manually.
Related programs
Churn-save is the moment. Win-back is the long tail. It's the program for customers who already left, written weeks or months later. Some teams run both; Mara handles either or both.