Just Ingredients Turned Their Cancel Button Into a Retention Engine with Skio

Utah Wellness Brand Built on Real Ingredients

Just Ingredients launched in 2019 when founder Karalynne Call couldn't find nourishing products she trusted for her own family. What started as organic face serum and magnesium deodorant sold at Utah trade shows became one of the state's Top 10 Fastest-Growing companies. Over 1 million social media followers and a Top 20 podcast later, the brand built a growth engine fueled by transparency and real food ingredients. 

Named to the Inc. 5000, Just Ingredients partners with the Utah Jazz, Utah Mammoth, Bryce Harper, and major retailers like Whole Foods Market and Sprouts Farmers Market. They also employ over 200 people: Sierra leads marketing strategy, Rachel owns retention, and Julie directs customer experience. By mid-2025, subscriptions drove the majority of DTC revenue with recurring revenue climbing fast. Customers often ordered multiple SKUs per shipment, making subscription management complex for both subscribers and the CX team.

Their subscription platform couldn't keep up.

An Unplanned Migration

Just Ingredients didn't choose to leave Yotpo, they were forced out when Yotpo chose to sunset their subscriptions product. They'd left Recharge for Yotpo to save money, and now faced another platform migration with thousands of subscribers and millions in monthly recurring revenue at risk.

The forced migration revealed what they'd been tolerating. Cancel flows were basic (no adaptive logic, no personalization). The team couldn't build the sophisticated retention strategies they needed. Managing multi-SKU subscriptions was clunky. Dunning performance was a black box.

Sierra's team needed the ability to iterate fasts. Rachel needed deeper retention logic and LTV insights. And Julie's CX team needed tools that worked for high-SKU subscribers, not against them.

In short, Just Ingredients needed a partner focused on retention, not just payment processing. Every canceled subscriber represented lost lifetime value they could've saved with better tools and strategy.

Innovate Platform Meets Strategic Partnership 

Just Ingredients migrated to Skio in June 2025. What separated Skio wasn't just the platform: it was the people.

Sandro became their Principal Success Manager, running bi-weekly strategy sessions focused on retention optimization. These syncs covered cancel flow behavior, LTV signals, CX friction points, upsell placement, portal UX patterns, and product-level subscription behavior. This gave Sierra, Rachel, and Julie a clear roadmap of what to prioritize and why, ensuring every improvement compounded into the next.

And their Technical Account Manager meant no ticket queue. No 48-hour email waits. A person who knew their business, answered questions fast, and solved issues immediately. Julie's CX team got context-aware guidance, dynamic recommendations, immediate troubleshooting, and workflow improvements tailored to their multi-SKU reality.

Portal Built for Multi-SKU Reality

Skio redesigned the portal around how Just Ingredients’ customers engaged with the brand, facilitating multiple products per shipment. This meant:

• Chronological subscription view to help Julie's CX team manage complex accounts.

• Product labeling improvements to reduce confusion. 

• Simplified skip and action logic to cut support tickets.

The team even built a self-serve FAQ page using Skio's help docs, maintaining brand voice while reducing CX load.

But the biggest portal improvement? Moving "Add Product" above the fold on mobile. That single change, empowering subscribers to expand orders without hunting through menus, contributed to a 121% increase in add-on revenue. 

Cancel Flow That Adapts to Intent

Through constant iteration with Sandro, the team built cancel flow logic that offered tailored alternatives based on why subscribers wanted to leave. Too much product? Adjust cadence. Flavor issue? Browse alternative SKUs. Preference change? Swap products.

The cancel flow became a retention engine, not a churn accelerator.

Splash Screens Stop Exits Before They Start

Splash screens intercepted subscribers before they hit the cancel button. Proactive solutions appeared at the exact moment subscribers needed alternatives: pause, delay, and frequency changes.

Impact was immediate (over 6,000 cancellation deflections in 90 days). Splash screens became one of their most powerful retention tools. Subscribers who would've been permanently lost stayed in the ecosystem.

Quick Actions Embedded in Email

Quick Action links in billing reminder emails let subscribers add products without portal logins. Click, add, done. This drove significant add-on revenue growth while giving subscribers frictionless control.

Save Rates Tripled Through Relentless Testing

Month-over-month improvement came from treating retention as continuous optimization, not set-it-and-forget-it. Sierra and the team tested interventions, refined messaging, adjusted logic, and watched numbers compound.

Cancel flow save rates jumped from 7.3% in June to 13.9% in July, then exploded to 30.8% in August, a 323% improvement. That progression meant hundreds of thousands in retained revenue from subscribers who chose pause, delay, or modified frequency instead of permanent cancellation.

Add-on revenue grew 121% over five months through above-the-fold portal placement, Quick Actions in emails, and upsell logic that made expanding orders effortless.

Recurring subscription revenue climbed 28% in five months. More saves, more upsells, fewer CX bottlenecks - the combination compounded across the entire subscriber base.

The UI became intuitive enough that subscribers stopped submitting basic support tickets. Julie's team could focus on high-value interactions instead of password resets and "how do I skip?" questions. Payment Recovery gave Sierra’s team real visibility into dunning performance and recovery rates, meaning they could finally optimize based on accurate data.

Built to Compound

Just Ingredients turned subscription operations from platform liability into competitive advantage. With retention dialed in and recurring revenue up 28% in five months, they're executing retail expansion into thousands of stores while scaling DTC subscriptions.

The collaboration continues. Bi-weekly syncs with Sandro keep strategy sharp and keeps technical execution fast. The team is exploring deeper billing-reminder optimization, loyalty integrations, new upsell logic, subscriber milestone moments, and SMS-backed retention interventions.

Sierra drives strategy. Rachel owns retention. Julie runs CX. And Skio works across all three to keep momentum high. It’s exactly the kind of partnership high-growth brands deserve.