What signals indicate churn risk?

Key signals include: declining product usage, negative support ticket sentiment, missed meetings, delayed payments, champion departure, and declining NPS scores. Each is weighted based on your historical churn patterns.

How is the risk score calculated?

Scores combine multiple weighted factors: engagement trend (-30%), support sentiment (-25%), usage vs contract (-20%), payment history (-15%), stakeholder changes (-10%). Scores range 0-100 with higher meaning higher risk.

How early can churn be predicted?

Most indicators appear 60-90 days before renewal decisions. The system alerts at the earliest detectable signal to maximize save opportunity.

What actions does the system recommend?

Based on risk factors: executive sponsor outreach, success plan review, feature training, contract restructuring, or escalation to leadership.

Can I track intervention success?

Yes. Tag interventions and track save rate—see which actions actually reduce churn and refine your playbook.

Does this integrate with product usage data?

Yes. Connect your product analytics (Mixpanel, Amplitude, Pendo) to incorporate real usage signals into risk scoring.

How are alerts delivered?

Configurable: Slack DMs, channel posts, email digests, or CRM task creation. Critical risks can page on-call CSMs.

Can I see churn risk by segment?

Yes. Analyze risk distribution by plan tier, industry, company size, or tenure to identify systemic issues.

What's the accuracy of predictions?

After training on your data, typical accuracy is 75-85% for predicting churn 60+ days out.

How does this help with expansion?

Low-risk, high-engagement customers are flagged as expansion opportunities—churn prevention and growth go hand in hand.

Back to Templates

Churn Risk Early Warning

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Created by

ElasticFlow Team

Verified Creator

Last update

Last updated 2 weeks ago

Featured Workflow

Setup time

25 minutes

SalesCustomer Success

What You Get

Identify at-risk accounts 60-90 days before renewal

Prioritize CSM outreach by risk score

Understand exactly why customers are at risk

Integrations Used

HubSpot

CRM

Slack

Communication

SalesCustomer SuccessPrevent customer churn

Churn Risk Early Warning

Detect at-risk customers using engagement signals, usage patterns, and sentiment analysis. Get alerts before churn happens.

The Problem

What you're dealing with

Churn surprises at renewal
No unified risk scoring
CSMs react instead of prevent
Can't prioritize which accounts need attention

The Solution

How we fix it

Multi-factor risk scoring
Real-time signal monitoring
Automated alert routing
Intervention tracking

Churn Risk Early Warning

Detect at-risk customers using engagement signals, usage patterns, and sentiment analysis. Get alerts before churn happens.

Customer SuccessSales

Drag to pan

Scroll to zoom

Churn Risk Dashboard

At-risk customers with risk scores and recommended actions

Churn Risk

$615K pipeline35 active deals

Time Saved

18h

per rep per week

Improvement

3.2x

better outcomes

Company	Contact	Stage	Deal Value	Risk Signals	Next Step	Touchpoints
C CloudFirst Direct	Mike Johnson VP Engineering	At Risk	$120,000 40% probability	Usage down 55% MoMNPS dropped to 4	EBR scheduled Tomorrow	832

Common Risk Signals

Based on 35 active deals

Usage Decline9 (32%)

Negative Sentiment7 (25%)

Support Escalations6 (20%)

Renewal Signals6 (23%)

58%

Risk Signals Resolved

+12% vs last month

12.2 days

Avg. Resolution Time

-3.1 days vs last month

2.3

Avg. Risk Signals/Deal

Churn Risk Categories

4 categories with severity levels and examples

Examples by Severity

critical"Usage dropped 70% in last 30 days"

critical"No logins from key users in 2 weeks"

warning"DAU down 40% month-over-month"

info"Slight decrease in feature adoption"

Avg. Resolution Time

14.2 days

Best Practice

Proactive outreach with usage insights and success planning session

Severity Gradation System

How churn risk are classified and prioritized

Critical

Address within 24-48 hours

Deal-blocking churn signal requiring immediate escalation

Indicators

Explicit blockersExecutive concernsHard deadlinesImminent loss

Warning

Address within 1 week

Significant churn signal that could delay or derail progress

Indicators

Stakeholder concernsProcess delaysResource constraintsCompetitive pressure

Info

Address during normal follow-up

Minor churn signal, good to track but not blocking

Indicators

General questionsFeature requestsProcess clarificationsNice-to-haves

Resolved

Document for future reference

Previously identified churn signal that has been addressed

Indicators

Concern addressedStakeholder alignedIssue mitigatedAgreement reached

Real-World Scenarios

See how churn risk tracking works in different situations

MegaCorp Inc

Large customer showing multiple churn signals

$500K ARR90 Days to Renewal

Detected Signals

Usage DeclineUsage down 65% in 30 daysOpen

Negative SentimentCFO frustrated with billing issuesIn Progress

Support Escalations3 P1 tickets unresolvedOpen

Renewal SignalsAsked about competitor pricingOpen

Outcome

EBR with CEO, fixed billing, assigned dedicated CSM - renewed for 2 years

Make It Yours

ElasticFlow is fully customizable — add your own categories, rules, playbooks, and metrics

Custom Churn Categories

Define your own taxonomy beyond the default categories

Add industry-specific churn types
Create subcategories for granular tracking
Rename categories to match your methodology
Set category priorities and weights

Automation Rules

Trigger actions automatically when churn are detected

When critical churn detected → Alert manager
When threshold exceeded → Create task
When pattern identified → Send notification
When resolved → Update CRM

Response Playbooks

Attach guides and best practices to each category

Link templates for common scenarios
Attach battle cards and talk tracks
Include historical resolution data
Add video training for complex cases

Custom Scoring Weights

Adjust how metrics impact overall scores

Increase weight for deal-blocking factors
Adjust by deal size or stage
Factor in historical patterns
Custom formulas for health scores

CRM Field Mapping

Control exactly where data lands in your CRM

Map to custom CRM properties
Create dedicated tracking objects
Sync to Deal/Contact/Account
Update stage based on metrics

Alert Configuration

Get notified about metrics that matter

Slack alerts for critical issues
Daily digest by category
Email when metrics persist
Manager escalation paths

Start with Templates, Customize as You Go

Every workflow comes with sensible defaults that work out of the box. As you learn what matters for your team, customize categories, add playbooks, and build automation rules. Your configurations are versioned and can be shared across your organization.

What You Can Build

Turn churn risk data into strategic advantage

Proactive Retention

Intervene before customers decide to leave

45% reduction in churn rate67% save rate on at-risk accounts

Health Score Dashboard

Unified view of customer health across all signals

360° customer visibility2 weeks earlier risk detection

CSM Prioritization

Focus CSM time on accounts that need it most

3x more efficient CSM allocation40% higher NPS improvement

Renewal Forecasting

Accurate prediction of renewal outcomes

85% renewal prediction accuracy30 days earlier visibility

What You'll Get

Identify at-risk accounts 60-90 days before renewal

Prioritize CSM outreach by risk score

Understand exactly why customers are at risk

Track save rate and intervention effectiveness

Customize to Your Needs

This workflow is fully customizable to match your specific business needs:

Add or remove integrations - Connect any tools from our marketplace to extend functionality
Adjust logic and conditions - Modify triggers, filters, and branching logic to fit your processes
Map custom fields - Define how data flows between your tools with our visual field mapper
Set up notifications - Get alerts when workflows complete, fail, or need attention

How to Set Up

Get started in 25 minutes with these simple steps

Connect HubSpot

HubSpot

Pull customer data, activity, and tickets

Connect Slack

Slack

Route alerts to CSM channels

Define Risk Factors

Weight signals like login frequency, support sentiment, NPS

Set Thresholds

Configure risk score levels for alerts

Activate Monitoring

Start tracking and alerting on at-risk accounts

Need Help or Want to Customize This?

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