With low retention, the situation looks even more dire.

I understand the outgoing for salaries, software, office expenses. But in overall business terms all of those, too, need to be supported by the revenue generated. A viable business is one that sustains all its expenses and has a surplus to be re-invested. From the data so far, I'm guessing that it is unlikely to ever happen. Thus the suggestion that your gut feelings are spot on and it might be an idea to move on.