Made by@usagemetricsChurn risk review
@usagemetrics/churn-risk-review
Run a weekly churn risk review: pull together usage, health, support, billing, and notes for at-risk accounts, name the real risk driver for each, pick a save play with an owner and a date, and write a one-page review plus a meeting agenda.
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- 1---
- 2name: churn-risk-review
- 3description: Run a churn risk review for at-risk customer accounts. Gathers usage, health score, support, billing, renewal, and account notes, names the main risk driver for each account, picks a save play with an owner and a due date, and writes a one-page review and a meeting agenda. Use when the user asks "which accounts might churn", "prep the churn review", "at-risk accounts this week", "save plan for this customer", "renewal risk", or brings a health score or usage export and wants to act on it.
- 4license: MIT
- 5---
- 7# Churn risk review
- 9A weekly 30-minute review that ends with every at-risk account having one owner, one play, and one date. The point is decisions, not a longer list.
- 11## Inputs
- 13Use whatever exists; ask for the rest. In order of value:
- 151. **At-risk list:** `out/health.csv` from the `customer-health-score` kit, or a list of accounts the team is worried about.
- 162. **Usage:** `out/usage-dashboard.json` (accounts trending down) from `saas-usage-dashboard`, or any usage export.
- 173. **Renewal and money:** ARR, renewal date, auto-renew, payment status (days past due).
- 184. **Support:** open and urgent tickets, recent CSAT.
- 195. **Notes:** CRM notes, last call summary, champion changes, any "we are evaluating alternatives" signals. Ask the account owner for one line each if nothing is written down.
- 21Keep the review to the accounts that matter: red accounts, yellow accounts that dropped 10+ points, and anything renewing in the next 90 days with a warning sign. Cap it at 10 accounts; if there are more, sort by ARR at risk and say what was left out.
- 23## Steps
- 251. **Build the list.** One row per account: name, ARR, renewal date, score and change, and the evidence (numbers, not adjectives).
- 262. **Name the risk driver** for each account. Pick the one that, if fixed, would most likely keep them. Use this set:
- 28 | Driver | Typical evidence |
- 29 | --- | --- |
- 30 | No value yet | low seat use from the start, core feature unused, never activated |
- 31 | Value fading | usage trend down, fewer active users, key workflow stopped |
- 32 | Champion lost | main contact left or changed role, no exec sponsor |
- 33 | Product gap | tickets or notes about a missing feature, competitor mentioned |
- 34 | Support pain | urgent tickets, low CSAT, slow responses |
- 35 | Budget or price | downgrade asks, procurement review, past due invoices |
- 36 | Business change | layoffs, acquisition, project cancelled |
- 38 If evidence is thin, say "Unknown, needs a call" instead of guessing.
- 393. **Pick a save play** that matches the driver:
- 40 - No value yet: a working session to set up the one workflow they bought it for; success criteria in writing.
- 41 - Value fading: usage review with the admin; show what dropped and offer training for new team members.
- 42 - Champion lost: find and meet the new owner within two weeks; exec-to-exec note.
- 43 - Product gap: honest roadmap answer, a workaround, or a product call; log the gap for the product team.
- 44 - Support pain: escalate the open issues, name one support contact, follow up within 48 hours.
- 45 - Budget or price: right-size seats or plan before they ask to cancel; trade term length for price only with approval.
- 46 - Business change: confirm the new situation early; offer a smaller plan rather than losing the logo.
- 474. **Assign** an owner and a due date (this week or next) for each play, plus the signal that would show it worked.
- 485. **Write `out/churn-risk-review.md`** with the template below, and `out/churn-risk-review-agenda.md` for the meeting.
- 496. **Next week,** open last week's file first and mark each play done, slipped, or no longer needed before adding new accounts.
- 51## Review template
- 53```markdown
- 54# Churn risk review: week of <date>
- 56ARR at risk: $X across N accounts (M renewing in 90 days)
- 58| Account | ARR | Renews | Score | Driver | Evidence | Play | Owner | Due | Worked if |
- 59| --- | --- | --- | --- | --- | --- | --- | --- | --- | --- |
- 60| Bluebird Labs | $42,000 | Dec 15 | 25 (-39) | Value fading | events -68% in 28 days, 35% seat use, 2 urgent tickets | Usage review with admin, retrain new team | CSM | Nov 8 | weekly active users back to 5+ |
- 62## Decisions needed
- 63- <anything that needs a manager, discount approval, or product commitment>
- 65## Last week's plays
- 66- <account>: done / slipped / dropped, result
- 67```
- 69## Agenda template (30 minutes)
- 71```markdown
- 721. Last week's plays: 5 min, status only
- 732. New and worsening accounts: 15 min, biggest ARR first, agree driver and play
- 743. Decisions and escalations: 5 min
- 754. Patterns: 5 min (same driver in 3+ accounts? tell product or support leads)
- 76```
- 78## Guardrails
- 80- Never contact a customer, change a subscription, or offer a discount. This kit writes a plan; people act on it.
- 81- Evidence must be facts from the data or a named person's note. Mark guesses clearly as guesses.
- 82- Keep customer contact names and ticket text out of chat; reference accounts by name only.
- 83- A discount is never the first play. If the user wants to lead with one, note it under "Decisions needed" for approval.