The scope
Customer Success operated alongside Consumer Sales, B2B Inside Sales, and Sales Development. The work focused on creating clearer practices around onboarding, customer risk, retention, and expansion while improving visibility across teams.
38%approximate reduction in churn
60%of identified likely churn saved in Q2 2024
18%customer upgrade rate
How the risk process worked
- Detect. Review support conversations, usage concerns, and onboarding gaps.
- Assess. Confirm risk level, customer impact, and the responsible owner.
- Act. Contact the customer with a specific recovery or adoption plan.
- Review. Track the outcome, recurring cause, and expansion opportunity.
Work completed
- Customer journey and onboarding design
- Churn analysis and risk segmentation
- Lifecycle communication and escalation management
- Upsell and cross-sell program development
- Scorecards, coaching, and cross-functional operating reviews
Technology included Zendesk, Gainsight, HubSpot, and AI-assisted conversation review.