Customer Operations
Customer Success & Retention System
Automate proactive customer health monitoring, intervention, and renewal. Replace spreadsheet health scores, manual check-ins, reactive renewals, and scattered usage data.
80%
Retention
+72
NPS
4.2%
Churn Rate
Acme Corp
Churn risk detected — 60d
Playbook Triggered
Rescue outreach for 3 accounts
How It Works
Use Cases
SaaS / Subscription
- Churn prediction and prevention
- Usage monitoring and adoption
- Expansion opportunity identification
- Renewal automation
- Onboarding success tracking
Financial Services
- Account health monitoring
- Portfolio review triggers
- Retention campaigns
- Cross-sell opportunities
- Compliance check-ins
Healthcare
- Patient adherence monitoring
- Appointment no-show prevention
- Care gap identification
- Chronic disease management
- Preventive care reminders
Core Capabilities
Ten modules working together to handle customer health monitoring, renewal workflows, and portfolio analysis.
Multi-Signal Health Scoring
Usage, support, billing, and engagement signals combined into one score
ML Churn Prediction
60-90 day forecast with machine learning models trained on your data
Automated Playbooks
Execute intervention workflows automatically based on health changes
CSM Task Automation
Check-in scheduling, account reviews, and follow-up reminders on autopilot
Expansion Detection
Surface upsell and cross-sell opportunities from usage and engagement data
Renewal Workflow
Automate renewal reminders, approvals, and contract generation end-to-end
Executive Escalation
Automatic triggers route critical at-risk accounts to leadership instantly
Sentiment Monitoring
Track sentiment across support tickets, surveys, and review platforms
Success Metrics
Real-time dashboards tracking adoption, health, NPS, and retention KPIs
Portfolio Segmentation
Analytics and segmentation to prioritize CSM effort by account value and risk
Typical Results
Churn reduction
+10-20%
Relative reduction
Expansion revenue
+10-20%
from baseline expansion performance
CSM capacity
+20-40%
increase in managed accounts
Renewal process time
<30-50%
Through automation and structured workflows
Proactive interventions
40-60%
of at-risk accounts flagged early
NPS increase
5-12%
depending on engagement maturity
Sample Example
B2B SaaS Platform
2,500 customers · 12 CSMs
Automated customer success system that tracks multiple health signals, identifies accounts at risk well before renewal, triggers automated playbooks, highlights expansion opportunities, and streamlines the renewal process. Helped reduce churn and improve account growth while increasing CSM capacity.
4.2%
Churn rate
12% Annual
Expansion revenue increase
70 to 75%
Prediction accuracy