Prompt library
CX

Churn Risk Radar

Flag at‑risk accounts by combining product usage drops and support spikes, then automate proactive save tasks for CSMs.
Table of contents
Prompt
Follow-up Prompts
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applicable Roles
VP of Customer Success
CX Operations
Customer Success Manager
Prompt
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Petavue, please:

1. Identify Active Customers (Subscription Status = Active).

2. Compute Metrics for each account:

    • 30-day product usage delta (%)
    • Open support ticket count over the last 14 days

3. Flag At-Risk Accounts where usage delta ≤ –20% and tickets ≥ 2.

4. Return Table with columns:

    • Account Name
    • ARR
    • Usage Delta (%)
    • Open Tickets
    • Assigned CSM

5. Action Steps:

    • Create a Salesforce task titled “Proactive save: usage down & support spike."
    • Post a summary alert to the #csm-triage Slack channel.
Follow-up Prompts
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  • List the top ten accounts by ARR that meet the churn‑risk criteria (usage drop ≤ −20 % and ≥ 2 open tickets).
  • Break down risk signals by product module to identify which features show the largest usage declines for at‑risk accounts.
  • Summarize the most frequent support case categories among flagged accounts.
  • Recommend tailored playbook actions for high‑, medium‑, and low‑risk account tiers.
  • Report on completion status and outcomes of “Proactive save” tasks created in the past 30 days.
Action Prompt

What This Prompt Does

This prompt selects all active customers and computes each account’s 30‑day usage delta percentage along with the count of open support tickets over the last 14 days. It flags accounts where usage has declined by 20 percent or more and there are two or more open tickets, then returns a ranked list including account name, ARR, usage delta, open tickets, and assigned CSM. Finally, it creates a “Proactive save: usage down & support spike” task in Salesforce and posts an alert to the #csm‑triage Slack channel for immediate action.

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Strategic Impact

By surfacing accounts showing both declining engagement and rising support needs, this prompt enables Customer Success teams to intervene early and reduce churn risk.

Business Outcomes:

 → Improves net revenue retention by targeting high‑value at‑risk accounts

 → Supports predictive renewal forecasting through timely risk indicators

 → Increases customer satisfaction by addressing issues before escalation