Churn risk

Churn risk is the set of signals suggesting a customer is likely to cancel: stalled onboarding, overdue tasks, no recent activity, or missing a go-live date. Many of these signals appear during onboarding, which is why the onboarding period is disproportionately important for retention.

Surfacing risk signals with a plain, explainable reason — “no activity in 9 days, two overdue tasks” — lets a CSM intervene before renewal.