[withinboredom]

> But… Overall retention is low (varies between 55-60%).

Assuming you have a yearly terms (which you should, if at all possible), try to identify customers who might churn (using the product less, etc.) and spend some time with them -- literally, just send them an email to hop on a call. Try to understand why they are using the product less. Do the same with the ones who love you. Figure out what is different.

Usually, this will grow into a "customer success" role, but it has to start somewhere.