Churn-risk teardown workshop
Churn rarely shows up all at once. It builds in quiet accounts, missed check-ins, and renewals that arrive before anyone has had the hard conversation. By then, renewal has become a rescue.
What it is
Together we look at how you spot churn risk today and where accounts slip through before renewal. You bring how your team works now. We bring what we've seen across more than 300 customer success teams.
Each session is limited to 8 companies, so there is time to work through each team's own accounts rather than talk in generalities. You don't need to share customer data on the call. Anonymized examples work fine, and so does a whiteboard.
Agenda
We start by mapping how an account goes from "fine" to "at risk" on your team: which signals you watch, who notices first, and where it gets written down. We note which signals actually showed up before your last few churned accounts left.
Next we look for the gaps: accounts that churned while still green, sponsors who left without anyone noticing, renewals that reached the 30-day mark with no recent conversation. We work through two or three of your recent losses or near misses and find the point where someone could have acted.
We finish by turning what we found into a short list of conversations to have now, and who should have them. Each one gets a reason, an owner and a rough date. You leave with a list you can take to your next team meeting, not a framework to file.
Dates
Every session is the same 60-minute format, live on Zoom, with up to 8 companies. Times are shown in Pacific and Eastern time.
Who should come
This session is for VPs and Heads of Customer Success, CS Operations, and Chief Customer Officers at B2B SaaS companies with 50 to 2,000 employees.
If a CS ops lead owns your health scores and playbooks, bring them along. This session works best with the people closest to the process. Up to three people per company is ideal.
Your hosts
Priya runs Harbor Desk's own customer success team, which uses Harbor Desk on every account. Before that she led CS Operations at two SaaS companies and rebuilt both of their health scores from their renewal history.
Maya ran customer success teams for twelve years before founding Harbor Desk in 2019. She still reviews every churned account personally, and she will ask about yours.
"We used to find out an account was at risk when the cancellation email arrived. Now the health score turns amber about 70 days earlier, and the playbook has already put it on my team's list."
Pick a session and tell us who's coming.
60 minutes, 8 companies, your own accounts. Free.
