Customer Value Hub

Maximize Customer Lifetime Value

Proactive customer success strategies powered by AI health scoring, expansion playbooks, and retention automation that protect and grow your customer base.

Acquiring customers is expensive. Keeping them is profitable. The Customer Value Hub transforms reactive support into proactive success, using AI to predict churn before it happens, identify expansion opportunities, and ensure every customer realizes the full value of your solution.

The Problem

Late Churn Signals

By the time a customer says they're leaving, it's already too late. You need months of lead time to save an account, not days.

Missed Expansion

Upsell and cross-sell opportunities hide in usage data and conversations. Your team finds them by accident, not by design.

CSM Treadmill

Customer success managers are drowning in low-value activities—manual check-ins, status updates, and firefighting—instead of strategic work.

Health Score Theater

Your customer health scores look scientific but don't predict anything useful. Green accounts churn, red accounts renew.

Onboarding Chaos

Every customer gets a different experience depending on which CSM they're assigned. Time-to-value varies wildly.

Why It Matters

Net revenue retention is the new growth metric. Companies with 120%+ NRR grow 2x faster than those at 100%. But you can't get there with reactive customer success. You need systems that proactively identify at-risk accounts, surface expansion opportunities, and ensure consistent experiences at scale.

Components

  • Customer Health & Intelligence

    AI-powered health scoring that actually predicts outcomes and drives action.

    • Predictive health scoring algorithms
    • Early churn risk identification
    • Usage analytics & engagement tracking
    • Sentiment analysis from support & calls

  • Success Playbooks

    Automated workflows that trigger the right actions at the right moments.

    • Standardized onboarding programs
    • Expansion opportunity detection
    • QBR automation & content
    • Renewal management workflows

  • Customer Engagement

    Personalized, proactive communication that scales with your customer base.

    • Personalized outreach sequences
    • In-app messaging & guides
    • Community management
    • Customer marketing automation

  • CS AI Agents

    Autonomous agents that augment your CSMs and multiply their impact.

    • Support ticket triage & routing
    • Knowledge base automation
    • Meeting prep & follow-up
    • Account research & briefings

Our Methodology

  1. Customer Journey Mapping: Document current experience, touchpoints, and moments of truth
  2. Health Model Design: Build predictive models using your historical data
  3. Playbook Creation: Design automated workflows for key customer scenarios
  4. CSM Enablement: Train teams on new tools and proactive engagement
  5. Continuous Improvement: Refine models and playbooks based on outcomes

Results

  • 127% NRR Achieved - Net revenue retention with proactive success programs
  • 45% Churn Reduction - Decrease in logo churn with early warning system
  • 3.4x Expansion Revenue - More upsell revenue captured per CSM
  • 94% Renewal Rate - Average renewal rate across customer base

Outcomes

  • Net Revenue Retention: Grow NRR through reduced churn and increased expansion
  • Churn Reduction: Identify and address at-risk accounts proactively
  • Expansion Revenue: Capture upsell and cross-sell opportunities
  • Customer Satisfaction: Improve CSAT and NPS scores

Industries Served

SaaS, FinTech, MarTech, HRTech, Enterprise Software

Book a Strategy Call to learn how the Customer Value Hub can transform your go-to-market operations.