Catch churn before it happens
React to failed payments and usage drops with the account's story and one move.
A churn early warning only helps if it arrives early and says something specific. This workflow reacts the moment a hard signal fires, a failed payment in Stripe, a usage drop in PostHog or Mixpanel, and briefs you with the account's full trajectory and one recommended move, not a dashboard and a wish.
What does this workflow do?
When a warning signal fires, the agent assembles what your company knows about the account: payment history, usage trend, support tickets, call notes, who your champion is and whether they've gone quiet. It reads the trajectory rather than the snapshot: one bad week after fifty good ones is noise, a third consecutive soft week is a trend, and the brief says which this is.
It then recommends one move: nothing, a light check-in with a specific hook, a structured intervention, or accept-and-learn when the account was never a fit. If the move involves outreach, the email is drafted, specific to their situation, never smelling of "our dashboard flagged you". The workflow remembers every run per account, so interventions and their outcomes compound into better recommendations.
How does it work?
- A signal starts the run. A failed payment in Stripe, a usage drop in PostHog or Mixpanel, or a support escalation. A weekly scheduled review covers your top accounts even when nothing fires.
- The agent assembles the account's history. CRM records, tickets, call notes, and past runs of this workflow, with permissions respected throughout.
- It reads the trajectory. Noise or trend, and which healthy behaviors have stopped or never started. Champion changes get special weight; champion loss beats every metric as a churn predictor.
- It recommends one move. With two lines of justification and, where outreach fits, a drafted email. If context is missing ("did the QBR happen?"), the agent asks the account owner instead of guessing.
- The brief lands in Slack. Health status with history, diagnosis, the move, the draft. You reply to act, adjust, or dismiss, and the outcome is remembered.
Why not just watch a health-score dashboard?
Dashboards report; they don't decide, and they don't know what your team tried last quarter. This workflow's read is grounded in the account's whole story across your tools, including the interventions that already worked or failed, because it remembers each run. Dedicated CS platforms like Gainsight or Vitally are deeper on portfolio analytics and CS team management at scale. This workflow wins on the moment that matters: a specific account, a fresh signal, and a concrete next move drafted before you've finished your coffee.
Works with
Stripe, PostHog, Mixpanel, Attio, HubSpot, Slack, Gmail. Triggered by payment and usage signals, plus a weekly review.
Frequently asked questions
Which signals can trigger the workflow?
Failed or disputed payments in Stripe, usage drops or inactivity streaks in PostHog or Mixpanel, and escalations you flag. A weekly scheduled review covers accounts where nothing fired.
What counts as a usage drop?
You define healthy usage once, in plain language, and the agent applies it against the account's own baseline. A seasonal team dipping in July is read differently from a daily-use team going quiet.
Does it contact customers automatically?
No. Outreach is drafted, never sent. The brief and draft land in Slack, and a human decides.
How does the workflow improve over time?
It remembers every run per account: signals, diagnoses, interventions, outcomes. What worked on one save informs the next recommendation, and your corrections persist.
How is this different from Gainsight or Vitally?
CS platforms are stronger for managing a large CS team's book of business. This workflow is built for the reactive moment: a signal fires, and minutes later you have the account's story and a drafted move, grounded in everything your company knows.