Professional Services SaaS
Building an early warning system for churn
An $80M+ revenue professional services SaaS business, where retaining customers drives company value.
- +65
- NPS, up 10 points in 12 months
- 49%
- survey participation, up from 8%
- 30%
- ahead of total sales budget, including $4.76M in cross-sell
The situation
- Customer success ran outside the CRM.
- No view of which customers mattered most.
- Churn risk surfaced too late to act.
- No consistent measure of customer sentiment.
What we actually did
- Rebuilt the CRM around customer success, with portfolios segmented by product and value.
- Designed a health score that flags churn risk from usage, payment and CSM activity.
- Added sentiment tracking that tells management when to step in.
- Launched a twice-yearly NPS program.
- Linked CSM incentives to health scores and NPS.
Return on investment
Retention became measurable and manageable, with sales 43% up on the prior year as the business prepared for sale.
