This week: A behind-the-scenes look at how we helped CoachNow scale global CX — and the battle-tested strategies you can steal to supercharge your startup’s growth.

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How We Cut Churn 66% and Scaled to 3M Users

A behind-the-scenes look at how we helped CoachNow build a customer experience engine for global growth — and what you can steal for your startup.

When CoachNow first called me up, they were riding the rocket ship — 3 M+ users across 200+ countries and no signs of slowing down. But success had a sneaky downside: the user base was exploding faster than the support infrastructure could handle. Coaches were getting frustrated. Athletes were confused. Internally, the team still ran like a scrappy family app, not like a SaaS leader.

I stepped in as Head of Customer Success to build a scalable CX machine from scratch — one that could support everyone from elite golf coaches to 13-year-old baseball players.

The results? Fewer tickets. Higher retention. Happier users. Here’s how we pulled it off (and how you can, too).

The Challenge

CoachNow had nailed product-market fit. They hadn’t nailed it yet, scaling the experience side of the business.

Support tickets piled up. Feature requests overwhelmed the roadmap. And onboarding? Pretty much, “good luck and Godspeed.”

If we didn’t fix the user journey fast, we risked churn and the brand’s entire reputation in golf, baseball, and junior athletics.

The Approach

Here’s the playbook we ran:

✅ Built Playbooks + Processes

Mapped support workflows and onboarding journeys to our core user personas — Golf Coaches, Baseball Trainers, and Sports Parents — so help was never more than two clicks away.

✅ Launched Community-Driven Support

Created the “Coach Council,” an inner circle of power users who gave us high-signal feedback, beta-tested new features, and sparked stronger word-of-mouth growth.

✅ Rebuilt the Knowledge Base

Overhauled the Help Center with a search-first UI, fresh FAQs, and video tutorials. Ticket volume dropped by 35% within the first quarter after launch.

✅ Automated Onboarding

Set up drip campaigns and in-app nudges tailored to user type and journey stage. New coach retention jumped 22% over six months.

The Results

Here’s what all that work added up to:

• 3 M+ users supported with a lean CS team

• 66% drop in churn among high-value coaching accounts

• Product feedback loop cuts bug fix time by 50%

• NPS score soared from 32 to 64

CoachNow didn’t just survive hypergrowth — it built a CX system that scaled effortlessly alongside the user base.

Lessons Learned

• Adoption = Experience. Even the best golf tech needs world-class onboarding to stick.

• Community is your superpower. Build with your users, not just for them.

• Simple wins scale fastest. The fanciest UX doesn’t matter if it’s not clear.

• Feedback loops aren’t optional. Listen early, often, and with open ears.

What’s Next?

Today, CoachNow is the global leader in digital coaching. They’re continuing to expand into new sports verticals, launch Gen 2 feature sets, and dominate international markets—all built on the scalable CX foundation we established.

And yep, we still jam on new ideas from time to time. Good partnerships don’t end — they evolve.

Got something you’re building in golf? I love jam sessions with innovative founders — no pitch decks required, just real talk about building better businesses.