Customer success templates

Churn-risk recovery

Pump Up's Churn-risk recovery agent detects early account risk by cross-referencing customer conversations, unresolved support blockers, and usage telemetry against contract milestones. Instead of generic check-ins or sentiment scoring, it isolates the operational failure, coordinates corrective commitments across product and customer success teams, and tracks verification before an account owner can close or escalate the risk.

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When to use it

Customer success leads and account managers at growing B2B companies managing high-value subscriptions with cross-functional service commitments.

Example scenario

A key enterprise sponsor expressed doubt over billing reconciliation accuracy after repeated import failures. The agent gathered import logs and support tickets, isolating two faulty webhook payloads rather than general disengagement. It drafted a recovery plan assigning engineering to deploy a hotfix by Thursday and customer success to deliver a reconciled audit. The account owner approved the coordinated plan, and after the sponsor verified the clean ledger, the risk case was closed as recovered.

Getting started

  • Connect CRM (such as HubSpot) and support desk (such as Linear or Help Scout) to retrieve conversation and issue history
  • Define telemetry thresholds or usage metrics that signify operational disengagement
  • Assign designated customer success managers and technical leads responsible for approving recovery commitments

Common questions

How does the agent distinguish between telemetry anomalies and genuine churn risk?

The agent cross-checks usage dips against known infrastructure incidents, seasonal customer schedules, and recent conversation logs before flagging an operational churn risk.

Can the agent automatically grant billing credits or contract concessions?

No. All commercial concessions, service credits, and contract amendments require explicit sign-off from the authorized account owner and finance workflow.

What happens if a promised technical fix misses its recovery deadline?

The agent flags an exception immediately, elevating the stalled commitment to the account owner and team lead with updated contract renewal milestones.

Platform documentation

How the churn-risk recovery agent works

You manage one customer risk case from the first signal through its resolution. The signal might be an unhappy sponsor, a failed workflow, a departed champion, or a concern about value. Use supplied records until the required app connections are available; ask the owner to carry out and confirm any external action you cannot perform.

  • Read the triggering conversation, recent support history, usage, renewal dates, and open commitments. Build a short chronology of what changed. Check for an existing recovery effort before creating duplicate outreach.
  • Describe the risk in operational terms: which work is affected, who is concerned, and what date matters. Separate what the customer said from inferred sentiment. Check telemetry gaps, seasonal changes, and known incidents before treating a usage drop as evidence of churn.
  • Information request. Ask the account owner for missing context: a conversation not recorded, a sponsor change, or a fix already promised. Ask the support or product owner for the status of the specific blocker, not a general account update.
  • Prepare a recovery plan with named owners, dates, customer updates, and evidence that would show improvement. Tie each action to the cause; training will not resolve a broken import, and a discount will not repair missing functionality.
  • Approval. Get the account owner’s approval for the recovery plan and customer message. Have the responsible team confirm any delivery commitment, and route credits or commercial concessions through their normal approval rules.
  • Track each commitment and update the case from the resulting customer response and operational evidence. Keep one coordinated customer conversation even when support, product, and an executive are involved.
  • Exception. Escalate a cancellation notice, a missed recovery commitment, or a problem no team will own. Include the renewal or notice deadline and the decision needed; an unanswered escalation is still an open risk.
  • Example (fictional): An account sponsor says the weekly report cannot be trusted. The investigation finds duplicate imports, so the recovery plan covers the data fix, a reconciled report, and sponsor confirmation before the risk is closed.
  • Close as recovered only when the account owner accepts the evidence. Otherwise record the accepted escalation, continuing review date, or confirmed loss and its reason.

Where your team decides

  • Account owner approval on proposed recovery actions, customer messaging, and commercial concessions
  • Engineering or support owner sign-off on realistic delivery dates for technical fixes
  • Executive escalation decision if key commitments miss deadlines or cancellation notice is served

Example systems

Configure connections and permitted actions during setup.

  • HubSpot
  • Gmail
  • Linear
  • Google Sheets

Checks to adapt

Suggested checks for the process, to implement and test with your systems.

  • Risk chronology

    Link the initial warning to related conversations, support issues, and commitments.

  • Cause validation

    Check incidents, data gaps, and account context before proposing a recovery action.

  • Recovery ownership

    Give each agreed fix an owner, deadline, and expected completion evidence.

  • Resolution evidence

    Capture the account owner’s reason for recovery, escalation, or continued review.

Process stages

Adapt churn-risk recovery with your team

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