Spot accounts likely to cancel before they submit the ticket
Customer success teams learn about churn risk when the cancellation email arrives or the renewal call goes badly. By that point, the customer has already evaluated alternatives, made an internal decision, and often selected a replacement. The signals that predicted this outcome were visible weeks earlier: declining logins, increasing support tickets, unused features, and missed QBR meetings.
How the Churn Risk Detector works
The agent analyzes multiple behavioral signals across your customer base and assigns a risk score to each account. It tracks product usage trends (login frequency, feature adoption depth, active user counts), support interactions (ticket volume, sentiment, escalation patterns), and engagement metrics (email open rates, QBR attendance, NPS responses). Accounts that cross configurable risk thresholds trigger alerts for the assigned CSM.
Signals the agent monitors:
- Usage decline: week over week and month over month drops in login frequency and feature engagement
- Support escalation: increasing ticket volume, negative sentiment in support conversations, and repeated issues
- Engagement withdrawal: missed meetings, unanswered emails, declining NPS scores
- Contract timing: accounts approaching renewal within 90 days receive heightened monitoring
Why you need the Churn Risk Detector
SaaS companies with 100+ accounts and a recurring revenue model will see the most impact. CSM teams managing large portfolios (50+ accounts per person) cannot manually monitor every signal, making automated detection essential. Early stage companies with fewer than 30 accounts can track health manually. For retention outreach after risk is identified, the Contract Renewal Manager handles the renewal conversation workflow.
How the Churn Risk Detector compares
The Churn Risk Detector identifies which accounts are at risk and why. The Contract Renewal Manager manages the mechanics of the renewal process: timelines, pricing discussions, and contract generation. Detection triggers action; the Renewal Manager executes it. Run both for a complete retention workflow.
