EverCommerceOne of our brands had a significant price increase budgeted for August 2026, spanning 10 SKUs with increases ranging from 3.5% to 33.6%. As the lead on this initiative, I was responsible for coordinating many moving parts: scoping the specific increases by SKU, modelling the impact for finance, managing the billing system implementation, working with CX and marketing on customer communications, and securing approval through the appropriate leadership channels.
The billing system implementation turned out to be the hardest part. We had recently migrated off a home-grown billing system onto Zuora, and the way rate plans and subscriptions were structured in that new system made executing a price change far more complicated than anticipated. I had to dig deep into the product catalog to understand how everything was built to figure out how to make the increase work correctly, and I worked closely with our FinSys team to confirm the change would actually process as intended across all affected accounts.
The increase went live in August 2026 and touched roughly 5,100 customers in that first month alone, with the total expected to reach close to 6,000 once annual renewals and new signups are factored in. I ran a deep-dive retro on the price action after launch and looked at Q3 performance specifically, since that window captured the notification month, the effective month, and one lagging month for customers to reconsider and churn. Against that backdrop, we outperformed forecasted revenue churn by 12.6% and logo churn by 4.4%. The increase is projected to net $1.7M in ARR.
