What it does
When a high-LTV customer goes dormant (no product activity for 30+ days), triggers a concierge outreach task for a CSM - treating high-LTV silence as the strongest churn precursor it is, not something to automate away.
You get
a CSM concierge task on high-value dormancy
not an automated email
How it works
Track dormancy and value
create_ai_attributeTwo things per account, refreshed daily: days since anyone there last started a session, and lifetime value, meaning what they have paid plus what their current monthly revenue is likely to become at the retention curve for similar accounts. The top 10% by value counts as high value.
Find the valuable ones gone quiet
Create SegmentAccounts in the top 10% by value, dormant 30 days or more, with no CSM contact in the last 30 days. Accounts a CSM has flagged as temporarily paused, for a legal review or a team holiday, are left out.
Brief the CSM and escalate
Create WorkflowDaily, for each newly dormant account, it gathers the usage trend before they went quiet, recent support tickets and the last meeting summary, and writes a brief with the days dormant, the last activity, any decline pattern, the support topics and a suggested angle: a check in, re-onboarding, or an executive introduction. That becomes an urgent CSM task, a Slack message to the CSM and their manager, and a churn risk tag on the account. No email goes out automatically.
Prove the call is worth making
Build DashboardHow many valuable accounts are dormant, the ARR they represent, how fast CSMs respond against a 48 hour target, how many come back within 14 days of contact, and the 90 day churn rate for accounts contacted inside 48 hours against those never contacted.
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