What my CS team was missing
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Traditional customer success metrics like EBRs, health scores, and NPS often miss critical churn signals that exist outside formal channels. Support ticket velocity patterns, organizational changes (champion turnover, title changes), and competitive exposure are leading indicators that predict churn 90 days before renewal, but they're scattered across multiple systems. A signal coverage model combining support patterns, people changes, and competitive exposure can improve renewal rates, though manual tracking doesn't scale beyond 25 accounts. Automation is necessary for larger portfolios to stitch together signals from support tickets, CRM data, call recordings, and engineering channels into actionable early warnings.
