Reduced churn by 35% and increased NRR by 18% in 6 months

The Challenge

A SaaS company had a 3-person customer success team managing 400+ accounts. Their CSMs were drowning in reactive firefighting — chasing churned customers after it was too late, manually onboarding new users who never got activated, and sending follow-ups that felt templated and cold.

Our Solution

We built an automated customer health scoring system that monitored product usage, engagement, and billing signals to identify at-risk accounts 30-45 days before they churned. We then automated targeted intervention sequences — re-engagement emails, in-app prompts, and escalation alerts to the right CSM — all based on where in the customer journey the account was struggling.

Results