Workflows that catch churn early
Churn is a surprise to the team, never to the product data. Score drops, ghosting patterns, docs-page tells and champion departures — caught weeks before the cancellation email.
AI Agent Account Context Playbook 2026
AI agents are only as useful as what they know about the account. Give yours the whole picture — engagement and usage from Accoil, contract and pipeline from the CRM, billing from Stripe, support history, session replays — and every signal comes back as a one-page brief, a drafted outreach and a suggested next step. The CSM reviews and sends; the judgment stays human, the hour of prep doesn't.
Churn-Risk Save Playbook 2026
Catch accounts sliding toward churn while there is still time to act: an engagement-score drop fires the play carrying the score trend, active-user percentage and the features that went quiet; revenue context gets attached automatically; high-value accounts route to a CSM save motion within 48 hours and everyone else enters an automated re-engagement track.
Monday-Morning Account Triage Playbook 2026
Most CSM weeks are planned by the inbox: whoever emailed last gets the attention. This play starts the week from the product data instead — a Monday digest of the biggest score moves, stalled onboardings and upcoming renewals, triaged in fifteen minutes into three piles: save touches to make now, expansion signals for sales, and thriving accounts to leave alone.
Renewal-Risk Radar Playbook 2026
Renewals are lost in the quiet months before the date, not on the renewal call. Ninety days out, grade every renewing account against its own healthy baseline — engagement trend, active seats, champion activity — and sort the quarter into three lanes: green accounts queued for expansion review, watch accounts getting a value touch, and at-risk accounts entering a save plan.
Support-Signal Escalation Playbook 2026
A ticket spike is annoying; a ticket spike on an account whose engagement is falling is a churn story being written in real time. Join the support queue to the product data, size the blast radius of every flare-up — value at stake, seats affected, days to renewal — and split the response: a reprioritized queue for contained problems, CSM and support lead in one thread for the threatening ones.
Champion Departure Early-Warning Playbook 2026
Catch a champion's departure from their usage, not their bounce-back email: a key user's engagement flatlining for 14 days fires the play carrying their score, last-seen date and the account-level damage; job-change data confirms the exit; and the CSM runs a multi-thread play — two new stakeholders mapped, the successor re-onboarded — before the renewal ever feels the hole.
Docs Intent Signals Playbook 2026
Docs traffic is the most ignored intent stream in post-sale. This play classifies every identified account's docs session as risk intent (data export, migration, cancellation) or growth intent (API reference, advanced features), joins it with the account's engagement score, ARR and renewal date, and routes it to the save-play owner or the AE — days before it becomes a ticket or a churn.
Ghosted Account Re-Engagement Playbook 2026
Ban the "just checking in" email and replace it with the customer's own data: 30 days of silence plus a declining engagement score fires the play carrying the score trend, the last meaningful action and the features gone quiet — so every touch, from the value-led email to the AM's insight call to the physical send for high-ARR accounts, opens with something they didn't know about their own usage.
Health Score Backtest Playbook 2026
Every quarter close, join last quarter's health scores against actual outcomes and compute the score's precision and recall: how many churned accounts were red 90 days out, and how much warning the score really gave. RevOps kills the vanity inputs, reweights toward behavior, and publishes the scorecard so the score earns the trust it's asking for.
New Executive, New Rules Playbook 2026
A new CFO or CTO runs a tool audit in their first 90 days, and tools they didn't buy die first — your renewal was decided the day they were hired. This play catches the hire the week it happens, enriches who they are and what stack they came from, scores how visible your value is to someone who wasn't there for the sale, and puts the AM in front of them — in their frame — before procurement asks.
The NPS Autopsy Playbook 2026
Kill the quarterly NPS blast — survey behavior instead. When an account crosses a behavioral threshold (a sustained spike, a 20-point decline, an activation milestone), the moment picks the micro-survey: power users get the advocacy ask, decliners the friction probe, the newly-activated value confirmation. Every answer is joined with the respondent's actual usage and routed to a different play.
Onboarding Cliff Rescue Playbook 2026
Onboarding "complete" is where churn begins: the moment the CRM marks the handoff, this play snapshots the activation baseline — milestones hit and skipped, seats activated — then watches weekly usage against it for 30 days. Accounts holding above baseline get a graduation sequence seeding the second use case; accounts sliding get a CSM call within five days, keyed to the slipping milestone.
Customer Layoffs Counter-Play 2026
When a customer announces layoffs your ARR already shrank — you just haven't been told. This play hears the news first: Clay's enrichment catches the layoff, Accoil rechecks seats and engagement against it, and the AM shows up with a right-size-and-retain offer before the customer asks — while the surviving team gets re-onboarded and the forecast gets the truth.
Every playbook, one download
All 31 workflows as print-ready playbooks — diagrams included. Plus every new workflow as we publish it.