Spot at-risk accounts before they start evaluating alternatives
Retention and Expansion monitors your customer base for early churn risk and expansion readiness - so your CS team acts before the situation becomes irreversible.
The Problem
CS teams find out a customer is at risk on the churn call
Health scores built from internal product usage data miss the external signals - the competitor evaluation that started six weeks ago, the job postings for a new platform team, the procurement activity that signals a formal review.
Expansion conversations happen too late in the renewal cycle
Expansion opportunities identified only at renewal are already half-lost. The best expansion conversations happen six months before renewal - when the customer has budget, appetite, and time to evaluate options.
No way to identify which customers are ready to expand
Growth signals - new office locations, headcount increases, expanded use cases - exist in public data. Without a system to surface them, your CS team misses expansion conversations until the customer brings it up first.
Market signals applied to your existing customer base
The same evaluation intelligence that powers new business acquisition, pointed inward at your customer portfolio.
Early churn risk detection from external market signals
Retention and Expansion monitors your customer accounts for external signals of churn risk - active competitor evaluations, procurement team activity, and switching propensity increases. You see the warning before internal health scores register it.
- Competitor evaluation detection within your existing customer base
- Switching propensity monitoring triggered by external company signals
- Risk score combined with internal health data for a complete picture
Identify expansion-ready accounts before they ask
Expansion signals - hiring for roles that indicate new use cases, opening new offices, acquiring companies in adjacent segments - surface automatically. Your CS team knows who to call for an expansion conversation before the customer even knows they need one.
- Growth signal monitoring across hiring, geography, and product signals
- Expansion score that ranks your book of business by expansion readiness
- Playbook triggers that route accounts to the right CSM at the right time
Prioritise your renewal pipeline by risk and revenue impact
Renewal prioritisation that combines churn risk score, expansion potential, and ACV - so your CS team spends the most time on the accounts where intervention has the highest revenue impact.
- Renewal pipeline sorted by combined risk score and revenue impact
- ACV-weighted prioritisation so high-value at-risk accounts get first attention
- Timeline alerts as renewal dates approach with recommended actions
The same signals that find new business protect existing revenue
Every competitor evaluation signal, switching propensity model, and win likelihood calculation that powers Opportunity Discovery also powers retention risk detection. One platform, applied to both ends of the revenue lifecycle.
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