Customer 360: Churn Intervention & Save Intelligence

FinSuite Technologies • Rolling 30-Day View • Last Updated: May 15, 2024

At-Risk ARR (30-Day)
$2.84M
+8.2% vs. last period
15.4% of total ARR
Save Rate (MTD)
43.2%
+12.2pp vs. 6mo ago
Target: 48%
Saved ARR (MTD)
$714K
+23% vs. Apr
62 accounts recovered
Avg Time-to-Touch
2.3 days
-1.1d improvement
High-risk tier
Champion Departures (90d)
28
+9 vs. prior 90d
19 flagged at-risk
CS Capacity Index
1.28×
Stable portfolio ratio
22 CSMs active

Monthly At-Risk ARR vs. Saved ARR vs. Churned ARR

At-Risk
Saved
Churned

Save Rate by Intervention Type

Churn Signal Cluster Breakdown

Account Risk Score vs. Time-to-Touch (by ARR size)

Bubble size = ARR | Target zone: <2 days for High Risk (≥75)

Health Score Trajectory: Saved vs. Churned

Product Engagement Decay Index

At-Risk Account Register

Account Name Risk Score Risk Tier ARR Primary Signal Days at Risk Last Touch Assigned CSM Status
Meridian Capital Group 92 Critical $342K Champion Departed 18 2 days ago Sarah Chen In Progress
Vantage Financial Services 88 Critical $287K Engagement Decay 14 1 day ago Marcus Lee In Progress
Oakmont Investment Advisors 79 High $156K Support Escalation 22 4 days ago James Park Contacted
Prestige Wealth Management 76 High $412K Feature Non-Adoption 9 Today Sarah Chen In Progress
Cornerstone Portfolio Mgmt 68 Medium $124K Engagement Decay 31 3 days ago Rita Patel Contacted
Summit Asset Strategies 64 Medium $98K Low Login Activity 12 5 days ago David Wong Queued
Horizon Trust Company 61 Medium $203K Support Escalation 7 2 days ago Marcus Lee In Progress
Pinnacle Financial Group 58 Medium $167K Champion Departed 4 1 day ago Sarah Chen Contacted

At-Risk ARR by Segment

Active Interventions by Type

CS Capacity by Segment

Enterprise (8 CSMs) 1.38× capacity
Mid-Market (6 CSMs) 1.21× capacity
SMB (8 CSMs) 0.97× capacity
Total Portfolio 1.28× capacity

Product Engagement Decay Index Distribution

Key Insights & Actions

Critical: 2 accounts over $300K ARR
Meridian Capital and Prestige Wealth require exec sponsor engagement within 24h.
Win: EBR save rate up to 61%
Exec Business Reviews now most effective intervention, surpassing re-onboarding.
Watch: Champion departures accelerating
28 departures in 90d (up 9 vs. prior period). Deploy succession mapping playbook.
Capacity alert: Enterprise tier at 1.38×
Consider redistributing 12 mid-tier accounts to balance CSM workload.