We track three signals: clinician usage trends, executive sponsor engagement, and outcome metrics relative to the baseline we set at onboarding. Any one of them dropping triggers a churn-risk review.
A churn-risk review is led by the success manager and includes the account engineer and one of the heads of function. The output is a written remediation plan with a thirty-day check-in.
We'd rather catch a problem early and overreact to it than miss the moment when it could still be fixed.
