Paying Dormant Accounts
Billed today, gone tomorrow — customers who still pay but have quietly stopped using the product.
What is it?
Paying Dormant Accounts is the number of accounts that are still paying but have gone quiet in the product — billed today, but showing little or no recent activity. They are the calm before churn.
These accounts flatter your current numbers and threaten your future ones. They count as paying customers and as MRR right up until the renewal they quietly decline, so a rising dormant count is a leading indicator of losses that have not hit the books yet.
How to calculate?
Count the paying accounts that fall below your activity threshold over a recent window. The threshold and window define 'dormant', so set them where inactivity genuinely predicts churn for your product, and hold them steady.
Route it into action: dormant-but-paying accounts are the highest-yield target for re-engagement, because you are trying to keep revenue you already have rather than win new revenue.