Prompt library
CX

Retention cohort breakdown

Analyze retention cohorts by date—detailing churn timing, net vs. expansion retention, segment breakdowns, and key churn drivers.
Table of contents
Prompt
Follow-up Prompts
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applicable Roles
CXOps
VP of CS
Director of CS
Customer Success Manager
Account Manager
CS Analyst
Prompt
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Petavue, please analyze customer retention by cohort (grouped monthly or quarterly by close or onboarding date) and deliver:

  1. Churn Timing: Identify when accounts in each cohort tend to churn (e.g., months 3–6).
  2. Net Retention: Break out net retention driven by renewals vs. expansion dollars.
  3. Segment Analysis: Provide results by segment (Enterprise, Mid-Market, SMB), industry, and CSM coverage model.
  4. Success Drivers: Highlight what differentiates high-retention cohorts—such as product adoption speed, engagement levels, or executive sponsorship.
Follow-up Prompts
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Within the lowest-performing segments, what are the top drivers of churn or poor renewal performance (e.g., low feature adoption, limited CSM engagement, support escalations), and how do these differ from high-performing segments?

Action Prompt

What This Prompt Does

This prompt analyzes customer retention trends by cohort, grouped by closed date or onboarding date, and segmented by customer type. It identifies when churn tends to occur, distinguishes between renewal and expansion-driven retention, and compares performance across segments like Enterprise, SMB, and Mid-Market. It also surfaces the drivers behind strong and weak cohort performance, helping teams understand what actions influence long-term retention outcomes.

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Strategic Impact 

Cohort insights allow CS and CX leaders to move beyond averages and understand which customers are succeeding, when churn happens, and why. This prompt equips teams to design more targeted retention strategies and allocate resources based on cohort health.

Business outcomes:

 → Pinpoints high-risk cohorts and triggers proactive renewal playbooks

 → Connects cohort trends to ROI, guiding CS investment decisions

 → Improves messaging and onboarding by segment based on churn timing and engagement patterns

 → Feeds insights into product and CS workflows for continuous retention improvement