ProfitWellFin, a new AI-powered customer success tool built to replace the slog of traditional customer support, launched with a flat per-resolution fee that was confusing customers and capping revenue potential. I was brought in to redesign the pricing model from the ground up, shifting it to a usage-based structure that more accurately reflected the value the product delivered.
I approached this by running pricing research in partnership with sales and customer data teams to identify a usage metric that scaled directly with the value customers received. From there, I worked closely with product and finance to model out pricing tiers, ensuring the structure balanced revenue growth with customer fairness. Recognizing that any pricing change carries churn risk, I partnered closely with the sales team to design a migration path that moved existing customers onto the new model without disrupting relationships or triggering mass cancellations.
The results validated the approach: within two quarters of launch, the new usage-based pricing model drove a 30% increase in average revenue per account. Migration churn stayed under 2%, and net revenue retention climbed to 120% — demonstrating that the new model not only preserved the existing customer base but expanded revenue from it significantly. This overhaul turned Fin's pricing from a growth constraint into a genuine revenue driver.
