Customer Health · Proposed March 19, 2026

Customer Retention Recovery Playbook

Pending Review

Origin Signals

Customer engagement dropped in the Manhattan region

2h ago

Staff turnover is rising in the Downtown region

3h ago

Goals

Churn risk rate

14.1%< 8%· 6 months

4.8%

On track

At-risk accounts contacted

050· 4 weeks

32/50

On track

Intervention plans accepted

025+· 3 months

At risk

Accounts retained

0340· 6 months

142

On track

Customer satisfaction (NPS)

+35+50· 6 months

+42

On track

Targets

Brooklyn Region42

River Region28

Owners

Sponsor

Sarah Chen

Lead Executor

Marcus Thompson

Customer Success Lead

Elena Vasquez

Insights

Churn Risk by Customer Segment

Risk scores across customer segments

Low (<50%)Medium (50-70%)High (>70%)

Execution plan

9/15 completed

ResearchMar 19

Read 14K customer profiles, 2.3M customer records, and 847 CSM interaction logs from connected sources

Identified 3 behavioral patterns that precede churn risk by an average of 94 days

Cross-referenced with competitor and market context feeds

Generated ranked list of 50 at-risk accounts with risk scores and recommended actions

ApprovalMar 20

Verified proposal complies with data access and outreach policies

Approve approach, account list, and $71K estimated costSarah Chen

Recommendations PublishedMar 21

Published prioritized at-risk account list with individual risk profiles to platform

Generated per-account action cards with recommended interventions, talking points, and risk triggers

Notified assigned CSMs and business leaders via platform notifications

Team ExecutionMar 22 — ongoing

CSMs conducting customer success reviews using AI-generated briefing notes

Operations Leads

Office managers processing customer success grant requests across the company

Business Leaders

Priority outreach to Richard Hartwell (risk 92%) — not contacted yet

Lead Executor

Review customer success grant budget cap — acceptance rate at 48%, approaching $80K limit

Sponsor

Reassign Catherine Zhao's quarterly review — her CSM just resigned

Customer Success Lead

ReviewApr 15

Review live success metrics and decide: continue, expand, adjust, or wind down

Sarah Chen

Budget

Spent $27K / $71K

Spent

Remaining

ItemBudgetSpent

Customer success grants for at-risk accounts25 accounts × $1,800 average intervention grant$45K$18K

Customer success review sessions20 accounts × $1,000/session (senior CSM rate)$20K$8K

Customer satisfaction survey3 rounds × $1K (external NPS vendor quote)$3K$1K

Stakeholder engagement events2 events × $1,500 (venue + catering for 15 guests)$3K$0

Risks

Customer success grant budget overrun — acceptance rate at 48%, approaching $80K caphigh

CSM capacity bottleneck — 50 at-risk accounts across only 4 active CSMshigh

Staff turnover at Downtown — 2 senior CSMs resigned, account handoffs pendingmedium

Competitor poaching — Peer network targeting the same segment with digital-first supportmedium

Agent reasoning

I analyzed customer data across your customer success segments and found a significant churn risk pattern concentrated in upper-middle revenue bands. Here is why I am recommending immediate action.

Reasoning chain

Data reviewed

Read 14,287 customer profiles, 2.3M customer records, and 847 CSM interaction logs from the Customer Data Platform and Historical Customer Data Warehouse.

Pattern identified

Found that accounts that reduce activity by more than 40%, miss scheduled success reviews, and decrease digital engagement are 6x more likely to churn within 90 days.

Scale assessed

Identified 50 accounts matching this pattern in Brooklyn and River regions, representing ~340 retained accounts potential across the next cycle.

Competitor context

Cross-referenced competitor and market feeds. 67% of recently churned accounts moved to competitors with stronger personalized digital support. This is not just a pricing issue; it is an engagement issue.

Action designed

Recommended proactive CSM outreach with personalized talking points per account, customer success grants for high-risk cases, and review sessions. Estimated total cost is $71K.

Data the agent read

Customer Data Platform14,287 customer profilesLast 24 months

Historical Customer Data Warehouse2.3M customer recordsLast 12 months

CSM Interaction Logs847 meeting notes & call logsLast 6 months

State Policy MonitorCompetitor offers and market trendsReal-time

Customer Survey Data3 NPS survey roundsQ3 2025 – Q1 2026

94%confidence

Based on the data I reviewed, I'm 94% confidentin this recommendation. The three columns below break down what I'm sure about, where I have uncertainty, and what assumptions underpin this proposal.

What I'm sure about

I had full access to customer profiles and historical engagement history across both target regions, with no data gaps.

The behavioral pattern (reduced activity -> skipped reviews -> disengagement) is consistent across 18 months of historical departures. This is not a one-off signal.

The 50 at-risk accounts I identified are a well-defined, actionable list — not a vague segment.

What I'm less sure about

Cost estimate assumes about 50% intervention-plan acceptance. If acceptance is higher, cost could overshoot by 20%. I recommend a hard cap at $80K.

Competitor analysis is based on market context feeds, not direct exit interviews. The engagement thesis could be wrong for some accounts.

I cannot fully assess CSM relationship quality from interaction logs alone, so some account concerns may still be unlogged.

Assumptions I'm making

Proactive outreach within the 90-day window will be more effective than reactive stakeholder engagement after an account signals intent to churn.

Support grants and customer success reviews are the right levers for this segment, though some accounts may need different interventions.

Activity

AI Agent · Suggestion: intervention-plan acceptance rate is 48% and approaching the $80K cap. Consider pausing new grants or raising the cap.Mar 26, 10:00 AM

AI Agent · Daily risk scores updated — 3 accounts moved from high to medium risk after contactMar 26, 8:30 AM

AI Agent · ⚡ Suggestion: Richard Hartwell (risk 92%) hasn't been contacted yet — recommend priority outreach this weekMar 25, 2:00 PM

Marcus Thompson · Marked completed: "Schedule success reviews for top 10 accounts"Mar 25, 11:00 AM

Sarah Chen · Budget updated — $45K -> $50K for customer success grants (5 additional accounts)Mar 25, 9:15 AM

AI Agent · First metrics available — churn risk rate tracking initiatedMar 24, 3:00 PM

Marcus Thompson · Account outreach started — first 5 success reviews scheduledMar 24, 10:30 AM

AI Agent · First at-risk report generated — 50 accounts scoredMar 24, 9:00 AM

AI Agent · Notified assigned CSMs and business leadersMar 23, 2:15 PM

AI Agent · Deployed — model live, at-risk account list published to platformMar 23, 2:00 PM

ORC

Operations Review Committee · Operations Review Committee approvedMar 23, 11:00 AM

Sarah Chen · Approved — approach, account list, and $71K budget authorizedMar 22, 9:30 AM

Governance Engine · Compliance cleared — data access and outreach policies verifiedMar 19, 3:15 PM

AI Agent · Proposal generated with 50 at-risk accounts identifiedMar 19, 2:47 PM

AI Agent · Research initiated — read 14K customer profiles, 2.3M customer recordsMar 19, 2:40 PM