Services
Customer Success
At-Risk Account Triage
Build a systematic process for identifying, categorizing, and prioritizing at-risk accounts for intervention.
Intelligence
CS teams managing large books of business have the same problem: every account theoretically deserves attention, but the hours in the day don't scale with the account count. Without a systematic risk view, effort goes to whoever is loudest or most recent. The triage builds a composite risk score for every account, validated against your historical churn data, and produces a ranked list that tells your CS team exactly where to focus before the quarter's renewal calendar fills up.
At-risk accounts are expensive to identify the slow way, which is waiting for signals to accumulate until a CSM notices them. By that point, the risk is usually advanced. The account has made a decision, or is close to one, and recovery requires significantly more intervention than would have been needed 60 days earlier.
The other problem is resource allocation: when every account theoretically needs attention, the ones that need it most urgently get the same priority as the ones that are fine. Without a systematic risk view, CS effort gets distributed based on who's loudest or most recent, not based on who is actually most at risk of churning.
What we do
We pull every available signal: product usage, email engagement, support history, CRM activity, health scores if you have them, and renewal timeline. We build a composite risk score for each account, validated against your historical churn data, and produce a ranked list of accounts by current risk level with the specific factors driving risk for each one.
We also look at which accounts are high-risk but low-visibility in your current CS coverage model, so intervention resources go where they're most needed.
For context on what this type of analysis typically surfaces, read the patterns that consistently identify at-risk accounts.
Deliverable
A current-state account risk report with risk scores and driving factors by account, a coverage gap analysis showing which at-risk accounts need more attention, and an intervention prioritization plan with recommended actions and timing.
Outcome
CS effort goes to where it matters most. At-risk accounts get contact before they've made a decision to leave. Accounts that are genuinely healthy get appropriate coverage rather than consuming CS time that should go elsewhere.
How Stratum Group Cut Reporting Time by 50% and Detected Churn 60 Days Earlier — cut decision time by 50% and started detecting churn 60 days earlier.
See how it worked in practice: Harbor Group reduced churn by 34%.
Best Fit
For CS teams managing more accounts than they can individually monitor, particularly during periods of team growth or high renewal volume. Also useful at the start of any quarter as a proactive triage before the renewal calendar fills up.