Churn Risk Detection & Intervention Playbook System
A done-for-you SaaS automation built for the Customer Success Manager, connecting Slack and HubSpot so the work below happens on its own.
What this automation does, step by step
Each week, this automation calculates a health score for every account based on login frequency, feature adoption, support ticket volume, and NPS response, and any account that drops below the risk threshold triggers a structured intervention playbook, a CSM task to reach out within 24 hours, a check-in email from the account executive, and an executive sponsor alert for high-value accounts.
Churn is identified and addressed weeks before the renewal conversation, not the day before the contract expires.
- CRM or CS platform (e.g., HubSpot, Gainsight, or ChurnZero)
- Zapier or Make.com
- Product analytics platform (e.g., Mixpanel or Amplitude API)
- Slack (churn risk alerts)
- OpenAI API (account summary for CSM)
Using different software? We build around what you already have, so you never have to switch tools to automate.
The manual way vs. the automated way
Without automation
Done by hand, this depends entirely on a customer success manager remembering to check in, update records, and follow up, with no safety net if something slips. It rarely feels urgent in the moment, but it adds up fast.
With this automation
- Win-back sequences triggered by inactivity, not guesswork
- Renewals and memberships that never lapse silently
- Referral and loyalty programs that track themselves
- Segmented campaigns built from actual purchase history
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