Not a health score. Not a dashboard. Not an AI tool watching product usage and telling you what you already suspect.
A structured early warning framework. 38 questions that expose renewal risk six months before it becomes a churn conversation. Built for Customer Success professionals who are done being surprised.
In 2021, a Customer Success Director noticed something. Every churn that surprised her team had been visible — six months earlier, in the data, in the call notes, in the support tickets.
The signals were there.
Nobody had looked.
She spent a weekend mapping every customer they'd lost in the last two years back to its earliest warning sign. The pattern was consistent. The customers who left had all shown the same behaviours. Not at the point of churn. Six months before it.
She built a set of questions around the pattern and sent them to the Professor. He refined them. Then he walked out of the last QBR he ever attended.
He left something behind.
The questions.
He will never sit in another QBR theatre performance.
He will never watch a red account turn green on a dashboard that hasn't been updated.
If you want the early warning system, the framework is the only way.
Everything else is gone.
The tools you already have told you the account was green. Then the customer didn't renew. The problem was never the tools.
It was the questions nobody was asking — six months before the renewal window opened.
A 38-question early warning framework across four sections. Each question carries its mechanism, what the answer reveals, and the red flags that mean a renewal is already at risk.
Dispatched to practitioners. These are their reports.
We ran the Health Autopsy on our top 50 accounts in January. Found seven accounts at serious risk — none of which were flagged in our CSP tool. We saved four of them. The other three churned, but we knew it was coming. That's a different conversation than the one I was having in December.
Section 3 — the Stakeholder Stability Check — should be mandatory every time we see a job change at a customer. Our biggest churn last year was preventable. The champion who bought us left. We had no relationship with her replacement. This framework would have caught it in week two.
I've been in customer success for twelve years. Every churn debrief sounds the same: the signals were there, we just didn't act on them. This framework doesn't give you new signals. It gives you the questions that force you to look at the signals you already have. That's the difference. I ran Section 4 — the switching cost reality check — with three at-risk accounts. In two cases, the customer had never properly calculated what leaving would cost them. Once they had, the renewal conversation changed entirely.
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Every account looks healthy until someone asks the question six months before the renewal.— Professor Pipeline
He will never sit in another QBR theatre performance.
He will never watch a red account turn green on a dashboard that hasn't been updated.
The framework is the only way to get his thinking.
Everything else is gone.