Proactive Customer Success Management

The Customer Success Challenge

Traditional CS tools are reactive:

• Dashboards lag - see problems too late
• Manual checking - CSMs can't monitor all accounts
• Siloed data - usage, support, sales disconnected
• Alert fatigue - too many false positives
• Renewal surprises - didn't see churn coming

Result: 15-25% annual churn that could have been prevented.

How Shabe Enables Proactive CS

Daily Health Check:

"Which customers are at risk?"
→ Prioritized list with risk factors

"Show me accounts with declining usage"
→ Early warning signals

"List customers with open support tickets over 7 days"
→ Satisfaction risks

Account Health Monitoring:

"What's the health score for Acme Inc?"
→ Composite score with contributing factors

"Has BigCo's engagement changed recently?"
→ Trend analysis

"Show customers below health threshold"
→ Intervention targets

Renewal Management:

"Which accounts are up for renewal next quarter?"
→ Planning pipeline

"Show renewal risk by customer"
→ Prioritized outreach list

"What's our renewal forecast?"
→ ARR projections

Risk Signal Detection

Shabe monitors multiple indicators:

Usage Signals

• Login frequency drops
• Feature adoption stalls
• Active users decline
• Key workflows unused

Engagement Signals

• Unresponsive to outreach
• Meeting cancellations
• Champion turnover
• Executive disengagement

Support Signals

• Ticket volume increases
• Unresolved issues linger
• Escalations occur
• Negative sentiment

Commercial Signals

• Budget cuts mentioned
• Competitor evaluation started
• Contract review delayed
• Downgrades requested

Proactive CS Workflows

Monday Morning Review:

"Show me my book of business health summary"
→ Portfolio overview with priorities

"Which accounts need attention this week?"
→ Action plan

"Are any renewals at risk?"
→ Urgent interventions

Account Check-in Prep:

"Summarize recent activity with Acme Inc"
→ Usage, support, engagement summary

"What concerns should I address?"
→ Potential issues identified

"Show expansion opportunities"
→ Upsell readiness

Churn Prevention:

"Alert me when customer health scores drop"
→ Proactive monitoring

"What can we do to improve BigCo's health?"
→ Suggested interventions

"Show similar customers who churned"
→ Learn from history

Expansion Identification

Beyond retention, drive growth:

"Which customers are ready for upsell?"
→ High health + usage patterns

"Show accounts using advanced features"
→ Tier upgrade candidates

"List customers who could benefit from add-ons"
→ Cross-sell opportunities

Measured Results

CS teams using Shabe achieve:

• 40% reduction in preventable churn
• 60% faster risk identification
• 30% increase in renewal rates
• 2x more expansion revenue
• Proactive not reactive approach

Get Started

Transform your customer success motion. Connect HubSpot to Shabe and ask "Which customers are at risk?" to start preventing churn.