Customer Success Playbooks
Automated customer success playbooks for at-risk accounts
Turn churn signals into Slack alerts, CRM tasks, renewal actions, and personalized outreach. Customerscore.io detects the risk, explains why it changed, and puts the next step in front of the account owner.
Built for B2B SaaS teams that own revenue, from named accounts to the long tail.
When should a playbook trigger?
Playbooks fire on real changes in the score and its signals, so nothing slips while your team is busy elsewhere.
Usage drop
Product activity falls, for example logins or feature use down 60% in 30 days against the account's own baseline.
Renewal coming up
Renewal is 30 to 90 days out and the health score is sliding, the moment to open the conversation early.
Inactivity
No logins for 14 to 21 days, or the account goes quiet after a period of consistent activity.
Seat removal or downgrade
Seats are removed or the plan is downgraded, an early structural signal of reduced commitment.
Support escalation
A spike in tickets, unresolved issues, or negative sentiment on an important account.
Expansion signal
Usage climbs, more active users, higher feature adoption, seats near the plan limit. Time to grow, not save.
Example playbooks
A trigger, a set of automated actions, and a goal. Start from a template and adjust to how your team works.
Churn risk playbook
Trigger
Health score drops from 3.5 to 1.8
Actions
- Slack alert to the account owner
- HubSpot task created with the drivers
- Personalized re-engagement email drafted
Goal: Recover the account before renewal.
Renewal risk playbook
Trigger
Renewal in 30 days, usage down, champion inactive
Actions
- Schedule a renewal call
- Create an executive summary
- Notify the account owner
Goal: Protect the renewal with time to act.
Expansion playbook
Trigger
Usage up, seats near the limit, high engagement
Actions
- Notify sales or CS
- Recommend the upsell motion
- Create an expansion task
Goal: Open the expansion conversation on time.
AI churn & upsell scoring
A score unique to every customer
Customerscore.io uses ML and AI to score every customer from 1 to 5 for churn risk and upsell potential. Each score is built from that customer's own context and history, not a one-size-fits-all rule.
Know exactly what to do
Every score comes with its drivers and a recommended next step.
See where revenue leaks
Spot accounts heading for churn weeks before they cancel.
Find upsell potential
Surface the accounts ready to expand.
Score 4 of 5
Churn drivers
Champion left the company
No QBR in 2 quarters
Seat usage 41% before renewal
Churn brakes
Multi-year customer
AI Agent & MCP
Ask your customer base anything
The AI agent answers questions about your customers in plain language and surfaces what needs attention. Connect it to Slack for live alerts, or to your own AI tools over MCP: your customer data, wherever you work.
- “Who should I worry about this week?” Answered instantly.
- Churn-risk and NRR alerts posted straight to Slack.
- MCP server exposes your scores to Claude and other AI tools.
I found 3 things in your data
Dashboard
Who needs attention today.
NRR
112%
+8%
Expansion ARR
€214k
+22%
At-risk ARR
€134k
7 accounts
Active accounts
342
+18
NRR & customer health
Last 6 months
3 high-risk accounts · €134k ARR at risk
• Halcyon Labs: champion left, renewal in 18d
• Vantage Freight: seat usage 41%, renewal in 9d
• Pinecrest Media: no QBR in 2 quarters, 3 escalations
Recording · QBRHalcyon Labs | Quarterly reviewWhy this beats manual playbooks
Most playbooks live in a doc and depend on someone remembering to run them. These run themselves, off a score that predicts and explains.
The manual way
- Lives in a doc and waits for a CSM to remember it
- Static rules you maintain by hand, and that drift
- Fires on a single metric, missing the real reason
- Kicks in after the account has already checked out
With Customerscore.io
- Runs itself the moment the score changes
- Fires on billing, product usage, CRM, and history
- Leads with the ranked drivers behind the score
- Handles the routine outreach, so CSMs spend their time on accounts that need a person
Connects to the stack you already use
Billing, product analytics, CRM, and support, unified into one score, and pushed back into your tools via native integrations, webhooks, and API.
Enterprise-grade trust, built in
Everything your security and procurement teams need to say yes.
White-glove onboarding
Dedicated setup and hands-on training with our team. You're live in 1 to 3 weeks.
Security & compliance
ISO 27001 certified, audited to your security team's standard.
EU hosting & GDPR
Hosted in the EU, fully GDPR compliant.
SLAs & data policies
Clear SLAs and data policies your procurement team can sign off fast.
Customer love
Trusted by Customer Success teams
It gives us a clear read on customer health and feature adoption, and the Slack alerts keep us on top of every trend. Setup was super easy and the team support is amazing.
“They sit down and build extremely valid health scoring step by step, and they are brilliant at finding nuggets in your data you did not know were there.”
“Our customer data was scattered across tools. With Customerscore.io it is all in one place, and it cut our prep time by 40%.”
“We could not monitor 5,000+ customers, so expansion slipped through. Customerscore.io automated it: it detects the signals, runs the upsell flows, and lifted our upsell revenue by 94%.”
Frequently asked questions
Connect your billing, product usage, and CRM data. Customerscore.io scores every account for churn risk and expansion daily, then you set playbooks that trigger when a score or signal changes, for example a health-score drop or a renewal 30 days out. Each playbook can fire a Slack alert, create a CRM task, draft an email, or call a webhook. Setup is expert-led and live in 1 to 3 weeks.
A drop in the health score, a usage decline against the account's own baseline, a renewal window approaching, inactivity, a seat removal or downgrade, a support escalation, or an expansion signal such as rising usage and seats near the plan limit.
Slack alerts to the account owner, tasks in HubSpot or your CRM, personalized emails, webhooks into your own tools, and notifications to sales or CS. Each action leads with the drivers behind the score, so the outreach is specific rather than generic.
Rule-based playbooks fire on static thresholds you maintain by hand. Customerscore.io triggers on a predictive, explainable score built from billing, product usage, and CRM data, and tells your team who to handle and why. You get the reason behind each trigger, not just a number crossing a line.
No. Playbooks work whether you run high-touch CS with named accounts or cover a large base with little headcount. The system scores and acts across every account, so nothing depends on someone reviewing accounts by hand.
Act before revenue leaks
Connect your data and let the score run the playbook: the alert, the task, and the outreach, at the right moment.