Churn prediction model that saved 410 enterprise accounts
Results at a glance
410
enterprise accounts saved in Year 1
61%
reduction in churn rate
10×
ROI on CS team investment
The Challenge
A B2B SaaS company with 3,200 enterprise accounts was losing 14% annually to churn, with no early warning system. Customer success teams were reactive, only engaging after cancellation notices.
What We Built
We built a churn propensity model using product usage telemetry, support ticket sentiment, billing history, and engagement signals. The model scores every account weekly and routes high-risk accounts to CS reps with recommended intervention playbooks.
The Results
Project details
Client
B2B SaaS Platform
Industry
SaaS & Technology
Service
Custom ML Solutions
Duration
8 weeks
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