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Customer Success
Customer churn save
v1 · draft · 8 steps · ~7 min · owner pod-retention
Purpose
Save a paid user who's requested cancellation, by understanding why they're leaving and offering one targeted retention path before processing the change.
Trigger & inputs
· Trigger: user clicks "Cancel plan"
· Inputs: case_id, plan_tier, mrr, tenure
· Output: outcome ∈ {saved, downgraded, lost}
Key steps
1 · Acknowledge & empathize
2 · Pull account context (auto)
3 · Identify churn reason
4 · Offer one retention path
↳ if discount > 20%: manager approval
5 · Execute outcome in billing
6 · Schedule 14-day follow-up
7 · Log outcome in CRM
Success criteria
· Outcome logged within 24h
· Reason fits one of the 7 standard categories
· Manager approval recorded if discount > 20%
Brief = the human-readable version. Copilot reviews it before publish.