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Customer Agent

Membership & class pack optimization

Proactively notifies customers when sessions are running low or membership is approaching renewal, and recommends the right next tier based on actual usage — prioritizing long-term retention over short-term upsell.

Nelson Haung — Sr. Director, Product Marketing, Klaviyo
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For customers on a class pack or membership, proactively notify them when they are running low on sessions or when their membership is approaching renewal. Open a conversation about their usage — are they getting value, are there classes or services they have not tried yet that fit their goals? Based on their usage pattern, recommend the right next membership tier or class pack. If they are underusing their current plan, suggest a lower-commitment option rather than pushing an upgrade — prioritize long-term retention over short-term upsell.
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