Churn Risk Agent
Flags accounts showing churn signals like declining usage or a departing champion, with a severity score and a save play.
A health-score dashboard turns an account red the quarter it churns. This agent flags the drift early and hands the CSM the save play.
What it does
Health scores are a rear-view mirror: by the time the dial goes red, the renewal conversation is already lost. The Churn Risk Agent reads the leading signals on one context layer, declining logins, slipping feature adoption, a cluster of unhappy tickets, a champion who went quiet, and surfaces the account weeks earlier. It does not stop at the alert: it hands the CSM the specific risk, the evidence, and a recommended save play, then writes the task so it actually gets worked.
- Detects declining usage and risk signals
- Scores severity per account
- Recommends a save play
Runs under Safe Autonomy. Every move is proposed, approved on your terms, committed, and reversible in one click.
How it works
Trigger to committed action. Every step is logged, and the final write is reversible.
- 1Trigger
A risk pattern crosses the line
On its daily run the agent detects a leading churn signal on the context layer: logins down period over period, a key feature dropped, a spike in negative tickets, or a champion gone dark.
- 2Step 01
Assemble the account picture
It joins usage, support history, sentiment, and contract value for that account into one view, so the risk is judged on the full relationship, not a single metric.
- 3Step 02
Score risk against exposure
The agent ranks the account by how likely it is to churn and how much revenue is exposed, pushing the high-dollar, high-risk accounts to the top of the CSM's day.
- 4Step 03
Recommend the save play
It attaches the specific driver and a recommended next move, an exec check-in, a re-enablement session, a targeted offer, so the CSM acts on a plan instead of a red dot.
- 5Commit
Risk task and alert in the CSM's tools
The agent writes a prioritized save task into the CRM and posts the alert to the CS team's Slack with the evidence attached. Closing or reassigning the task reverses the write.
In practice
A CSM owns 60 accounts and a health-score column. One mid-size account looks green, but its weekly active users have quietly halved and its champion has not logged in for three weeks.
The agent caught the usage drop and the silent champion, ranked the account high on risk and dollar exposure, and wrote a save task with an exec re-engagement play to the CSM's CRM that morning.
The CSM opened the renewal conversation weeks ahead of the date with a concrete plan, instead of finding out the account was gone when it failed to renew.
More Customer Success agents
Put the Churn Risk Agent to work
It ships on the stack you already own and starts proposing moves the week it goes live. You approve the first few. It earns the longer leash from there.