Act on at-risk customers

Churn & retention → At risk lists paying customers whose use of your product dropped or stopped, highest priority first. It’s checked once a day. Across the top: MRR at risk, how many were New in 30 days, how many had their Activity recovered, and how many have Not enough data to judge yet.

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Read a signal

• Priority: High, Medium or Low. High means a valuable customer or a steep fall. Low means they’ve already asked to cancel.
• Why: which rule flagged them, in a sentence, such as “Key activity fell 63%: 19 a week on average over the 56 days to Sep 21, 7 a week in the 14 days since.”
• Normal → recent: their usual activity against the latest.
• Last key activity and when the signal was Detected.

Switch between Open, Snoozed and Resolved, 90 days. A signal resolves by itself when activity recovers or the customer cancels.

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Take action

Open a signal’s ⋯ menu:

• Prepare email: draft a friendly check-in from your published retention email, to review and send.
• Snooze for 7, 14 or 30 days.
• Dismiss with a reason: false alarm, expected (seasonal or planned), or a known issue that’s handled.
• Stop monitoring the customer for 90 days, or for good.
• View customer for their full history.

Emails you prepare, send and receive replies to are listed under Outreach, replies waiting on you first.

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See the activity

In a customer’s details, Activity and churn signals charts their weekly activity, so you can see when it changed.

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Did it work?

On Churn & retention → Overview, the Churn Signals report shows what happened after each signal: cancelled, activity recovered, still subscribed, dismissed, stopped paying, or too early to tell. Filter by period, rule, priority, outreach and outcome. Are the rules useful? shows, per rule, how often a flag was followed by a cancellation, a recovery or a false alarm. A useful rule flags customers who later cancel, early enough to act, with few false alarms.