SaaS Churn Predictor

A B2B SaaS company with 500+ accounts loses 5-8% of ARR monthly. The CS team reviews accounts at renewal — by which point a customer who stopped using the product 3 months ago has already decided to leave. Reactive retention has low success rates.

Gainsight pioneered health scoring with customizable metrics for proactive risk management. But scoring only works connected to action: knowing risk without triggering a workflow is just a dashboard.

The pattern: churn signals are visible 60-90 days before cancellation. Declining logins, reduced feature usage, fewer active users, negative support sentiment, payment delays. Companies that catch signals early and respond with targeted interventions retain significantly more.

The agent monitors health signals continuously: product analytics (feature usage, logins, active users), support (volume, sentiment, satisfaction), billing (payment timeliness, plan changes), and engagement (email opens, CSM meeting attendance, NPS).

A gradient-boosted model trained on your churn history predicts per-account risk, updated daily. It learns which signal combinations predict churn for your product — for some, declining API usage is strongest; for others, support sentiment. Feature importance transparent.

When risk threshold is crossed, configured workflows trigger: CS alert with context, automated check-in, usage tips for undiscovered features, or AE escalation. Each intervention mapped to the specific risk signals.