40+
Scenarios Built
100%
Client Satisfaction
500+
Hours Saved
24h
Support Response
The Challenge
SaaS companies live and die by their ability to acquire, activate, and retain users — yet most are running these critical processes with disconnected tools and manual intervention. Free trial signups sit in a database while onboarding emails are configured separately in a marketing tool. Product usage data lives in analytics platforms but never triggers retention actions. Billing events in Stripe do not update your CRM. Churning customers leave without anyone noticing until the monthly revenue report. Every disconnected system is a leak in your growth engine, and each leak compounds over time.
What I Offer
I build custom Make automation scenarios for SaaS businesses that need to connect their product, marketing, sales, and billing systems into a cohesive growth engine. Make's visual scenario builder handles the complex, event-driven workflows that SaaS companies require — product usage triggers, conditional onboarding paths, trial expiration logic, and multi-system data synchronisation.
From user onboarding and activation to expansion revenue and churn prevention, I design scenarios that automate the entire customer lifecycle while keeping your data consistent across every tool in your stack.
Make offers 3-5x more operations per dollar than Zapier, which matters when every user signup, feature usage event, and billing webhook is an automation trigger.
Onboarding Automation
Trigger-based onboarding sequences that adapt based on user actions u2014 guiding new users to their activation moment with the right content at the right time.
Trial-to-Paid Conversion
Monitor trial usage patterns and trigger targeted conversion campaigns for users showing buying signals. Alert sales for high-value accounts.
Churn Prevention
Detect at-risk accounts through usage decline, support ticket patterns, and engagement drops. Trigger retention workflows before the customer decides to leave.
Billing Sync
Stripe, Paddle, or Chargebee events sync to your CRM, analytics, and communication tools in real-time. No more manual reconciliation.
Product Usage Analytics
Aggregate usage events into actionable metrics that feed your CRM, enabling sales and success teams to act on product data.
Expansion Revenue Triggers
Identify accounts approaching plan limits or heavily using specific features, and trigger upsell campaigns or sales outreach at the right moment.
Why SaaS Companies Need Lifecycle Automation
The SaaS business model creates a unique automation challenge. Unlike e-commerce where each transaction is largely independent, SaaS revenue depends on ongoing relationships. A customer who signs up today needs to be activated, engaged, retained, and expanded over months and years. Each stage of this lifecycle has different triggers, different content, and different success metrics — and most SaaS companies handle these stages with disconnected tools and manual processes.
The companies that win in SaaS are the ones that build automated systems connecting their product data to their customer communication. When a user signs up, the right onboarding sequence starts. When they stop using a key feature, a re-engagement email fires. When their usage approaches plan limits, an upsell prompt appears. This is product-led growth at its best, and Make is the ideal platform to build it.
Critical SaaS Automation Scenarios
Adaptive User Onboarding
The first 7 days after signup determine whether a user becomes a paying customer or churns. Yet most SaaS companies send the same generic onboarding email sequence to every user regardless of their behaviour. I build Make scenarios that track what new users actually do in the product and adapt the onboarding accordingly. A user who has already completed setup gets tips on advanced features. A user who has not logged in after 24 hours gets a re-engagement nudge with a quick-start video. A user who is exploring heavily gets a personalised offer for a demo call. This adaptive approach typically improves activation rates by 20-40%.
Trial Conversion Optimisation
Free trials are the most common SaaS acquisition model, but average trial-to-paid conversion rates are only 15-25%. The key to improving conversion is identifying buying signals early and acting on them. I build scenarios that monitor trial user behaviour — feature adoption depth, team invites, integration setup, data import — and score each trial account for purchase likelihood. High-scoring accounts are flagged for sales outreach. Medium-scoring accounts receive targeted conversion content addressing their specific use case. Low-scoring accounts enter a nurture sequence designed to help them find value before the trial expires.
Churn Prevention Engine
By the time a customer submits a cancellation request, it is usually too late to save them. Effective churn prevention starts weeks before cancellation, by detecting early warning signs: declining login frequency, reduced feature usage, unresolved support tickets, failed payment retries, or lack of engagement with product updates. I build Make scenarios that monitor these signals, calculate a health score for each account, and trigger appropriate interventions. At-risk accounts might receive a personalised check-in from their account manager, a relevant case study showing ROI, or an invitation to a training session on underused features.
Billing and Revenue Operations
When a customer upgrades, downgrades, enters a failed payment state, or cancels, that event needs to propagate across your entire stack — CRM updated, analytics tagged, communication sequences adjusted, account access modified. Most SaaS companies handle this with a patchwork of webhooks and manual updates. I build comprehensive billing sync scenarios that process every Stripe (or Paddle, or Chargebee) event and update all connected systems in real-time, ensuring your data is always consistent and your team always knows the current status of every account.
Expansion Revenue Automation
Expansion revenue — upsells, cross-sells, and plan upgrades — is the most efficient revenue a SaaS company can generate because there is no acquisition cost. I build scenarios that identify expansion opportunities: accounts approaching usage limits, teams adding more users, power users adopting advanced features. When triggers fire, the system delivers targeted upgrade messaging, usage reports showing the value they are getting, and comparison content showing what the next tier offers. For enterprise accounts, these triggers alert the sales team for personal outreach.
Expected Impact on SaaS Metrics
- 20-40% improvement in user activation rates with adaptive onboarding
- 15-30% increase in trial-to-paid conversion with behavioural scoring and targeted campaigns
- 25-40% reduction in monthly churn rate with early warning detection and proactive retention
- 100% billing data consistency across all systems with real-time event sync
- 10-20% increase in expansion MRR with automated upsell triggers
Ready to build your SaaS growth engine? Contact me for a free growth audit, or book a call to discuss your product.
Why Choose Me
SaaS Growth Expertise
I understand the SaaS metrics that matter u2014 activation rate, time-to-value, expansion MRR, net revenue retention. I design automations that directly move these numbers, not just connect tools for the sake of it.
Event-Driven Architecture
SaaS automation is inherently event-driven: signups, feature usage, billing events, support tickets. Make's webhook and scheduling capabilities handle this naturally with branching logic for different event types.
Full Stack Integration
I connect your product database, analytics (Mixpanel, Amplitude), CRM (HubSpot, Salesforce), billing (Stripe, Paddle), support (Intercom, Zendesk), and communication tools into one automated system.
My Process
A proven approach from concept to delivery.
Growth Audit
I review your user journey from signup to expansion, identify drop-off points, and map the data flows between your product, marketing, sales, and billing systems.
Lifecycle Design
I design automation scenarios for each stage of the customer lifecycle u2014 onboarding, activation, conversion, retention, and expansion u2014 with clear metrics for each.
Build and Validate
Scenarios are built in your Make account and validated with real user event data. I test every branch path including edge cases.
Launch and Iterate
I deploy scenarios, set up performance dashboards, and iterate on conversion and retention triggers based on real results over the first month.
Technologies & Tools
Results That Speak
Client project: A B2B SaaS company with 2,000 users had a 6% monthly churn rate and a 18% trial-to-paid conversion rate. Onboarding was a generic 5-email sequence, and billing events were manually reconciled weekly between Stripe and HubSpot.
Result: Adaptive onboarding increased activation from 35% to 52%. Trial conversion improved to 26%. Churn detection workflows caught at-risk accounts 3 weeks earlier on average, reducing monthly churn to 3.8%. Billing sync eliminated the weekly manual reconciliation entirely. Net result: 40% MRR growth over 6 months.
Frequently Asked Questions
Yes. Make has robust webhook support that can receive and process events from any source. I set up webhook endpoints for your product events (signups, feature usage, billing changes) and route them through appropriate automation scenarios. Make processes webhooks in near-real-time.
Make offers 80-90% of the capability of custom code at 20% of the cost and timeline. Custom code is appropriate for extremely high-volume or highly specialised workflows. For most SaaS automation needs u2014 onboarding, conversion, retention, billing sync u2014 Make delivers faster, is easier to maintain, and costs less to modify as your product evolves.
Make can connect to PostgreSQL, MySQL, MongoDB, and other databases via direct connectors or API modules. It can also process events via webhooks from your application. I recommend the webhook approach for real-time triggers and direct database connections for scheduled batch operations.
Make integrates with Stripe, Paddle, Chargebee, HubSpot, Salesforce, Intercom, Zendesk, Mixpanel, Amplitude, Segment, Slack, Gmail, Mailchimp, Customer.io, and hundreds more. Any tool with an API can be connected via Make's HTTP module.
A focused implementation (onboarding + trial conversion) takes 2-3 weeks. A comprehensive lifecycle system (onboarding, conversion, retention, billing sync, expansion) takes 4-6 weeks. I recommend a phased approach, starting with the area that will have the biggest impact on your current metrics.
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