Churn Save Play

Goal

Produce a structured, actionable save plan for an at-risk account that identifies the true churn driver and sequences every step needed — outreach, offers, and internal asks — to secure the renewal.

Trigger

Invoke when an account is flagged as at-risk, a renewal is in jeopardy, or a customer signals intent to cancel.

Steps

1. 1

   Using your connected tools (for example the CRM account record, call transcripts from Gong, support/ticketing history, product usage analytics, and recent email threads), gather everything relevant to $account_name: health score trend, usage drop or stagnation, open tickets, renewal date, key stakeholder changes, last meaningful touchpoint, and any stated complaints. If a needed tool isn't connected, ask the user to paste what's available.

   • □Renewal date and ARR value confirmed
   • □Usage or engagement trend captured
   • □Recent sentiment or stated concerns identified
2. 2

   Analyze the gathered data to identify the single most likely root cause of churn risk. Categorize it into one of: product fit gap, low adoption, unresolved support issues, champion departure, competitive pressure, or budget/ROI concern. Call out supporting evidence for the chosen category and note any secondary risk factors.

   • □Primary root cause named with evidence
   • □Secondary risk factors listed if present
3. 3

   Draft a sequenced outreach plan (3–5 touchpoints) tailored to the root cause. For each touchpoint specify: the medium (email, call, executive sponsor), the owner (CSM, AE, VP), the timing relative to today, and the specific message angle — e.g. for low adoption, lead with a personalized enablement offer; for champion departure, lead with an executive-to-executive relationship reset.

   • □Each touchpoint has a named owner and timing
   • □Message angle directly addresses the root cause
   • □At least one senior or executive touchpoint included
4. 4

   Recommend 1–3 concrete retention offers or value levers calibrated to the root cause and account tier. Examples: complimentary onboarding session for adoption issues, a commercial concession or term flexibility for budget concerns, a product roadmap briefing for fit gaps. For each offer, state the business justification and flag any approval required.

   • □Offers are specific, not generic
   • □Approval requirements flagged for any commercial concession
5. 5

   Produce an internal asks list: identify which teams need to act (Support, Product, Engineering, Finance, Executive Sponsor) and what you need from each — e.g. an expedited ticket resolution, a roadmap commitment, a pricing exception sign-off. Assign a due date to each ask so the save timeline holds.

   • □Every internal ask has a named team and due date
   • □No blocker left unassigned
6. 6

   Summarize the full save play into a one-page brief: risk snapshot, root cause verdict, outreach sequence, retention offers, and internal asks. Format it so it can be shared directly with a VP or executive sponsor to get fast buy-in.

   • □Brief is self-contained and readable without context
   • □Clear ask to the executive sponsor is explicit

Output format

Deliver the save play as a structured document with five labeled sections: (1) Risk Snapshot — account facts and health signals; (2) Root Cause Verdict — primary driver with evidence; (3) Outreach Sequence — numbered touchpoints with owner, timing, and message angle; (4) Retention Offers — each offer with justification and approval flag; (5) Internal Asks — table of team, action, and due date. Close with a one-paragraph executive summary.