Churn Risk
Churn Risk: Identify and investigate credible cancellation signals. Review customer objectives, adoption signals, contract scope, support history, and renewal timing and produce a churn risk register and intervention.
--- name: customer-success-churn-risk description: Use for churn risk when asked to identify and investigate credible cancellation signals; produce a churn risk register and intervention. license: MIT metadata: author: Thrive category: customer-success --- # Churn Risk ## When to use Use this skill for churn risk when you need to identify and investigate credible cancellation signals. The expected result is a churn risk register and intervention. ## Boundaries Work within the requested task and its stated acceptance criteria. Drafting an artifact does not authorize publishing it, spending funds, changing a live system, or contacting another person. Identify any such action separately before taking it. ## Inputs Inspect customer objectives, adoption signals, contract scope, support history, and renewal timing. Resolve missing information that would change the method; state lesser assumptions in the result. ## Method 1. **Diagnose.** Align the customer's stated outcome with onboarding milestones, feature use, support history, and contract timing. 2. **Decide.** Identify the measurable value gap and choose one owned intervention. 3. **Produce.** Build a churn risk register and intervention from the inspected material; keep assumptions distinguishable from observed facts. ## Decision rules - Diagnose whether friction is adoption, capability, stakeholder alignment, or unresolved product failure. - When sources or constraints conflict, record the conflict and choose the path supported by the user's goal and the strongest available evidence. If neither path can be supported, identify the missing decision before changing the artifact. ## Domain rules - Distinguish product usage from actual customer value. - Surface unresolved blockers and escalation owners. ## Verification Validate signals with account context. Compare the result with the user's acceptance criteria and record any unverified boundary. Provide a joint action plan with customer owner, vendor owner, value measure, and review date. ## Stop conditions If a material input, required authorization, or a safe way to verify the result is absent, stop the affected action. Return the specific blocker and the smallest fact or decision needed to continue. Do not report an unrun check as passed. ## Output Provide a churn risk register and intervention. Include the decisive evidence and actual verification result. Name any artifact location and unresolved issue that affects its use. <!-- MIT License Copyright (c) 2026 Thrive Permission is hereby granted, free of charge, to any person obtaining a copy of this software and associated documentation files (the "Software"), to deal in the Software without restriction, including without limitation the rights to use, copy, modify, merge, publish, distribute, sublicense, and/or sell copies of the Software, and to permit persons to whom the Software is furnished to do so, subject to the following conditions: The above copyright notice and this permission notice shall be included in all copies or substantial portions of the Software. THE SOFTWARE IS PROVIDED "AS IS", WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO THE WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT. IN NO EVENT SHALL THE AUTHORS OR COPYRIGHT HOLDERS BE LIABLE FOR ANY CLAIM, DAMAGES OR OTHER LIABILITY, WHETHER IN AN ACTION OF CONTRACT, TORT OR OTHERWISE, ARISING FROM, OUT OF OR IN CONNECTION WITH THE SOFTWARE OR THE USE OR OTHER DEALINGS IN THE SOFTWARE. -->