customer-churn-signals

Churn Signals Identify, operationally define, validate against actually-observed past churn, and rank the signals that precede churn in the user's own accounts. The organizing distinction is leading versus lagging: Lagging (reports what already happened): churn rate, lost MRR, a falling NPS. Leading (appears weeks before cancellation and leaves time to act): login decline, narrowing feature adoption, a champion going quiet. Every candidate must pass a two-part actionability test before it is worth shipping: It fires early enough that someone can still intervene. Someone actually can intervene on it. Late-firing events - failed payments, downgrade requests, procurement delays, renewal-date slippage - are confirmation tripwires that formalize a decision made weeks earlier. Class them as confirmatory, never as leading. Lincoln Murphy's Success Milestones frame is the standing caution over the whole exercise: usage is not success. Track progress toward the customer's own outcome, because accounts can look busy right up to an "unexpected" churn. This skill ends at a ranked, validated signal register; whoever assembles those signals into a composite score - weighting, score scales, red/yellow/green tiers - or the CSM playbooks, save offers, and renewal plays that act on them should use mbfinotti/revops-skills@customer-health-score . Pipeline stage design, pre-sale lead scoring, and the sales-to-CS handoff are also out of scope. Interview Show more Installs 1.2K Repository mbfinotti/revops-skills First Seen 13 days ago Security Audits Gen Agent Trust Hub Pass Socket Pass Snyk Pass