Churn Intervention Playbook
Engage at-risk accounts before they churn
- Trigger
Triggered when health_score < 40 for 30+ days or last_activity > 60 days- Expected outcome
Goal: Improve health_score to 50+, increase engagement, or negotiate renewal
Template library
Customer success playbooks
Plays for churn risk, upcoming renewal, new activation, low adoption… — each with a trigger, a sequence of actions and the expected outcome.
- Customer Success → Playbooks → Platform templates
Example templates
Upsell Opportunity Playbook
Identify and activate upsell opportunities
- Trigger
Triggered when usage_percentile > 75% or features_adopted > 80%- Expected outcome
- Goal: Increase MRR by 20%+, improve feature adoption, expand account
Feature Adoption Playbook
Drive adoption of underutilized features
- Trigger
Triggered when feature_adoption_rate < 30%- Expected outcome
Goal: Increase feature_adoption_rate to 60%+, improve product stickiness
Win-Back Playbook
Re-engage churned or dormant accounts
- Trigger
Triggered manually or when churn_date is within last 90 days- Expected outcome
- Goal: Reactivate account, or at minimum gather feedback on reasons for churn
New Customer Onboarding
Guide new customers to first value milestone
- Trigger
- Triggered automatically on new contract activation
- Expected outcome
- Goal: Customer reaches first value milestone within 30 days
Executive Business Review
Quarterly strategic review with key stakeholders
- Trigger
- Triggered quarterly, 2 weeks before review date
- Expected outcome
- Goal: Confirm renewal intent, identify expansion opportunities, strengthen exec relationship
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