Customer Success
Customer health & renewals
23% churn reduction · at-risk accounts surfaced 18 days earlier
The challenge
The CS team had no early-warning system for at-risk accounts. Churn was discovered at renewal time — when it was already too late to intervene. Account health was tracked in a spreadsheet updated manually each Friday, which meant signals like a sudden drop in logins or a spike in support tickets went unnoticed for weeks. Two of their top-10 accounts churned in the same quarter without a single prior conversation.
What we built
We built a CSM dashboard with automated health scores that combine usage frequency, support load, feature adoption, and login recency into a single signal per account. A dedicated at-risk list surfaces accounts with declining health alongside their ARR, owner, and next renewal date. The renewal pipeline gives management a live view of which accounts are confirmed, in conversation, or not yet started.
- Health score per account with usage, support, and engagement signals
- At-risk account list with ARR, owner, and next renewal date
- Renewal pipeline with stage tracking: confirmed, in conversation, not started
- Risk signal column: no logins, ticket spikes, feature adoption drops
Results
- 23% reduction in annual churn rate in the first year post-launch
- At-risk accounts now identified 18 days earlier on average
- CS team save rate on at-risk accounts improved from 31% to 57%
- CSMs spend 40% less time in spreadsheets, more time in customer conversations