Identify at-risk accounts and intervene

Identify at-risk accounts and design intervention sequences per risk type

CS and Account teams managing a cohort of accounts where some are showing clear risk signals and you need systematic interventions, not panic.

• · Customer health signals (usage, support tickets, NPS, login frequency)
• · Account list with ARR and renewal dates
• · Known sponsor changes, budget freezes, competitor evaluations
• · Cohort or account segment to scan

• · At-risk account register (account name, ARR, renewal date, risk level, primary signal)
• · Intervention sequences per risk type (Low Adoption, Sponsor Change, Disengagement, Budget Pressure, etc.)
• · Day-by-day playbook with specific actions, owners, and success indicators

• · Health signal data available (usage logs, support tickets, or manual tracking)
• · Account ARR and renewal dates known
• · Access to customer communication history (to detect sponsor changes, budget mentions)

• · Risk signals not mapped to specific risk types (generic 'account is at risk')
• · Interventions are generic (not personalized per risk type)
• · Intervention sequences have no success metric (how do you know if it worked?)
• · No owner assigned (responsibility diffuse)
• · Renewal window not factored in (treating 30-day renewal same as 90-day)

• · Risk signals table maps each signal to a specific risk type and severity
• · Accounts classified by tier (CRITICAL, HIGH, MEDIUM) with time-to-act guidance
• · Intervention playbooks are specific per risk type (Low Adoption ≠ Sponsor Change)
• · Each intervention includes day-by-day action, goal, and success indicator
• · Escalation paths clear (CSM → CSM manager → executive outreach)