Customer Risk Assessment
Every book has accounts quietly drifting toward churn. This skill finds them early: it weighs adoption, support, value and relationship evidence together against your Customer Risk, Customer Health, Adoption, Value Realisation and Customer Escalation memories, and gives the CSM the risk, its severity, the evidence and the next move. Churn stops being a surprise, and every churn or save that does happen tightens what the team treats as risk.
Customer Success
Customer Risk
Customer Health
Churn Analysis
Customer Risk
Customer Health
Adoption
Value Realisation
Customer Escalation
The moments risk shows itself
Risk announces itself quietly and to no one in particular. A consistent read catches it at the moments it costs most.
01 | The Current Way
02 | AI Added On
03 | AI-Native
The champion has been quiet for three weeks
Risk lives in the CSM's gut
The health score stays green while logins hold. Whether the silence registers depends on which CSM owns the account and how busy they are.
Alerts on the easy signals
Each alert fires alone, with no sense of what a quiet champion means for this account. The easy signals get flagged, the costly ones missed.
Caught in week one, while it is cheap to fix
The CSM knows about the silence in week one, what it means and what to do first. The save starts quietly, months before renewal.
The renewal is 90 days out
A scramble to assemble the case
The CSM pulls usage, tickets and relationship notes into a renewal read. Risks surface now, at the moment there is least time to fix them.
A recap of what was already visible
A faster recap with no judgement in it: nothing defines which parts of the last year actually threaten this renewal.
90 days of runway, risks already named
Every known risk gets 90 days of working time, and the CS lead can see which ones are closing and which are growing.
A portfolio review across 60 accounts
Green until the day it churns
The team walks the book by health colour. Accounts that never raise tickets get 30 seconds, and quiet churn comes from exactly there.
One number hiding five risks
One figure hides the reasons. Two accounts share a 72 for completely different problems, so no one can tell which is about to churn.
Every account assessed, every risk typed
Quiet accounts get the same scrutiny as loud ones. Manager time goes where risk is moving, and nothing churns from a blind spot.
Capabilities that run this skill
One system that understands, decides, acts and learns.
Every GTM signal flows through an AI-native operating layer into a system that runs on the surfaces your team already uses.
Explore the GTM System →Churn Drivers
Expansion Signals
Product Usage
Expansion Opportunity
Account Plan
Intervention Priority
QBR Prep
Sales Handover
Save Plays
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Upgrade Playbook
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An advantage competitors cannot buy back: years of success and failure, codified.
By combining what is already happening in the account, adoption, support, value and relationships, and judging it against your Customer Risk memory. What comes back is the risk, how serious it is, the evidence and where to intervene.
Adoption and usage movement, support load and tone, progress against the success plan, relationship coverage and engagement. No single signal is a verdict: a quiet champion means something different in a healthy account than in one already behind on value. The read is the combination.
A health score compresses the account into one number; a risk assessment says what is wrong, how bad, and what to do. Two accounts with the same score can carry different risks. The assessment names the type and the evidence, so the CSM acts on the risk itself, with the evidence in hand.
Your CS lead. Risk types, thresholds and severity logic live in Customer Risk memory, which the CS lead owns and approves changes to. The skill applies the current approved version everywhere it runs, so a definition change reaches every account the same day.
It assesses and recommends; intervention stays with people. Sensitive relationship moves belong to the CSM and their manager, and anything that would reach the customer directly, an email or a meeting request, waits for human approval. Its job is that no churn arrives unannounced.