Retention & Expansion
Know which accounts are at risk before the renewal call.
The customer success operating layer, a calibrated health score, risk and churn playbooks that fire on it, and a Voice-of-Customer and NPS program feeding back in, so a slipping account triggers a save motion instead of a year-end surprise.
Which accounts are actually at risk, how do we know early, and what do we do the moment one turns?
When customer success runs on gut feel, risk surfaces at the renewal call, far too late to change the outcome. This project gives CS an evidence base: a health score calibrated against real churn, alerts wired to owners, and playbooks that turn a risk signal into a specific intervention.
What's included
Health scoring model
A calibrated, multi-signal health score, usage, support, sentiment, and financial, with segmented scorecards.
Risk alerts
Risk alert definitions wired to the right owners, so a slipping account reaches someone who can act.
Intervention playbooks
At-risk intervention playbooks by risk type, with steps and escalation paths.
Voice of Customer and NPS
An NPS and CSAT program with closed-loop feedback routing and trend reporting that feeds the health score.
How it works
- 1
Build the score
We design and calibrate the multi-signal health score against your real churn outcomes.
- 2
Wire alerts and plays
We define risk alerts to owners and build the intervention playbooks they trigger.
- 3
Close the loop
We stand up the Voice-of-Customer and NPS program and route feedback back into the score.
What you walk away with
- A calibrated, multi-signal customer health score with segmented scorecards
- Risk alerts wired to the right owners
- At-risk intervention playbooks by risk type, with escalation paths
- An NPS and CSAT program with a closed feedback loop
Frequently asked
- What data do we need for a health score?
- A CRM as the system of record with customer usage, support, and engagement data available. We calibrate the score against your real outcomes rather than a generic template.
- Does a score on its own reduce churn?
- No. A score only helps if a risk signal triggers action. That is why this project ships the alerts and intervention playbooks alongside the score, not just the number.
See risk before it costs you the renewal
Book a consultation to stand up health scoring, churn playbooks, and a Voice-of-Customer loop.
Where this leads next
Renewals & Expansion
Turn protected, healthy accounts into a committed renewal forecast and a systematic expansion motion.
Explore the project