Customer success & churn prediction

Predict churn. Save the customer before the exit call.

Custally watches every signal on every account — tickets, escalations, meetings, project delays, payments, renewals — and turns them into a health score with reasons, a renewal forecast and the next best action, so your team saves the account months before it walks.

See it working

At a glance

See the whole customer

  • Account 360
  • 360 cards
  • RAG status & churn fields

Predict

  • AI Health Score
  • Renewal Predictor
  • Escalation Predictor

Act

  • Next Best Action
  • Account checklists
  • Automations

Measure

  • RAG & Renewals dashboards
  • CSAT & NPS
  • Cortex dashboards

Replaces: Health-score spreadsheets · Renewal trackers in Excel · Monday “account review” decks · Gut-feel RAG statuses

In plain words

What is customer success software?

Customer success software helps the people who look after existing customers — customer success managers (CSMs), account managers and their leaders — keep those customers happy, renewing and growing. Instead of guessing which accounts are fine, the software tracks the signals that show whether a customer is getting value, and warns you when something is going wrong.

Custally does this on one record per customer, the Account 360. Because the same platform also runs your support tickets, projects and deals, the warning signs come from real work — not from a spreadsheet someone forgot to update. A P1 ticket open for three weeks, a go-live that keeps slipping, a champion who stopped attending meetings: Custally sees all of it, scores the risk, explains it in plain words and tells the CSM what to do next.

The signals Custally watches on every account

  • Support pressureOpen P1/P2 tickets, SLA breaches, reopened tickets and how long they’ve been waiting.
  • EscalationsOpen escalations and tickets the Escalation Predictor says are about to blow up.
  • DeliveryProject milestones running late, logged delays and scope creep before go-live.
  • EngagementCalls, meetings and notes — when you last spoke to them, and what the outcome was (“Churn risk identified”).
  • CommercialsRenewal date, billing amount, payments received and open renewal deals.
  • The outside worldNews, leadership changes and competitor moves found by Customer Insights on the open web.
Interactive demo

See Customer Success working.

The real look and feel of Custally on sample data. Click through it — every reply is scripted, so nothing calls an AI or saves anything.

app.custally.com/accounts
PM

Accounts

6 of 6 accounts

1–6 of 6 · 25 per page
AccountARRHealthRenewalOpen ticketsCSM
Logistics₹1.24 CrRed · 4423 days6PMPriya M.
Retail₹81 LAmber · 6147 days3RSRahul S.
Healthcare₹98 LGreen · 86180 days—AKAnita K.
Fintech₹52 LAmber · 5890 days2PMPriya M.
FMCG₹33 LGreen · 79200 days1RSRahul S.
Automotive₹1.46 CrGreen · 82132 days1AKAnita K.

Tip: open Acme Logistics to see why it’s Red.

Accounts: Filter by health, open Acme Logistics, read why it’s Red and turn a next best action into a task. This is a scripted mock-up on sample data — no AI runs and nothing is saved.

Use cases

The problems it solves, the way it solves them.

Spot at-risk accounts 90+ days before renewal

1

For CSMs & CS leaders

The situation: A ₹1.2 Cr account renews in 60 days. Its champion left last month and a P1 ticket has been open for three weeks — but the RAG status still says Green because nobody updated it.

With Custally

  • AI Health Score drops and names the factors: champion gone, P1 ageing, no exec contact in 45 days
  • The account turns Red on the RAG and Renewals dashboards
  • An automation alerts the CSM and their manager on Slack or Teams

Turn risk into a save plan, not a meeting

2

For CSMs

The situation: The CSM knows the account is at risk but not what to do first.

With Custally

  • Next Best Action ranks what to do — “Call the VP Operations this week” — with the data point behind each one
  • One click turns an action into an owned, dated task
  • Progress shows on the Account 360 timeline for the whole team

Run onboarding and ring-fence playbooks

3

For CS operations

The situation: Every new customer should get a kick-off, a success plan and a 30-day check-in — but it depends on who the CSM is.

With Custally

  • Account Checklists (e.g. Onboarding, Ring Fence) create the same steps as tasks on every new account
  • Each step is due N days after the account is created
  • Progress bars show which accounts are behind

Forecast renewals honestly

4

For CS leaders & finance

The situation: The renewal forecast is a column of “likely” in a spreadsheet.

With Custally

  • Renewal Predictor scores each renewal with reasoning and recommendations
  • Renewals dashboard groups accounts by renewal window and risk
  • Booked renewal deals update the account’s billing and revenue automatically

Hear about the merger before the customer tells you

5

For Account managers

The situation: A customer announces a merger. Vendor consolidation is coming and nobody on your side noticed.

With Custally

  • Customer Insights researches each account on the open web — news, leadership, competitors, industry
  • It connects the news to the account and explains why it matters
  • Recommended actions become tasks for the owner

Close the loop with product

6

For Product & CS

The situation: Customers keep asking for the same feature, but the roadmap follows the loudest voice.

With Custally

  • Feature requests link to the accounts and escalations asking for them
  • AI Product Manager ranks requests by the revenue asking for them
  • CSMs tell customers when it ships
Features

Everything in Customer Success.

Every feature below is in the product today.

See the whole customer

Account 360
Every ticket, escalation, project, deal, activity, task, contact and file for a customer on one page, with a full timeline.
360 cards
Metric cards at the top of every account, built from any field and assigned by role, group or person.
RAG status & churn fields
Red / Amber / Green health, Churn Risk and Churn Reason on every account, editable in bulk.
Watchlist
Bookmark the accounts you’re worried about and see them in one place.

Predict

AI Health Score
Not just a number — a diagnosis naming the exact factors pulling the account toward churn.
Renewal Predictor
A renewal likelihood with the reasoning behind it and what would raise it.
Escalation Predictor
Scores open tickets for escalation risk by age, priority, account health and past patterns.
Customer Insights
Researches each customer on the open web and turns what it finds into recommended tasks.

Act

Next Best Action
Ranked directives for every account, each citing the data behind it, one click to a task.
Account checklists
Onboarding, ring-fence or QBR playbooks that create the same tasks on every account.
Automations
“When an account turns Red, alert the CSM, create a task and email the manager” — no code.
Standard activity forms
Log calls, meetings and notes with outcomes like “Churn risk identified” that feed the score.

Measure

RAG & Renewals dashboards
Accounts by health and renewal window, paged and filterable, for the whole book.
CSAT & NPS
Survey customers after tickets and track satisfaction next to health.
Cortex dashboards
Any metric, any object, Excel-style formulas, assigned to roles — live, not exported.
CSM leaderboards
Targets on retention, calls logged or tickets resolved, with points and incentives.
One record

It works better because it isn’t alone.

Customer Success shares one record of the customer with the rest of Custally. Here’s what that changes.

Ticketing & HelpdeskTicket age, priority and SLA breaches feed the health score; the CSM sees every open ticket on the account.Project ManagementA slipping go-live shows up as risk before the customer complains about it.Deal ManagementRenewal and upsell deals sit on the account; booked amounts update its revenue.B2B CRMCalls, meetings, emails and contacts are the engagement signals behind the score.
By industry

How different industries use Customer Success.

SaaS & softwareAI Health Score and Renewal Predictor on every account; RAG and Renewals dashboards for the whole book; Next Best Action for each CSM.Read the example →IT services & MSPsHealth and Escalation Predictor on every client so repeat incidents surface as risk.Read the example →Manufacturing & industrial equipmentHealth per customer from service load and delays; renewals dashboard for service contracts.Read the example →Healthcare & healthtechHealth and renewal risk per hospital group; Next Best Action for account managers.Read the example →Banking, fintech & financial servicesHealth and churn risk from ticket load and volumes you bring in by API.Read the example →Logistics & supply chainChurn risk from complaint volume and engagement; Customer Insights flags mergers and expansions.Read the example →Education & edtechHealth per institution and per campus; renewals dashboard by academic year.Read the example →Agencies & professional servicesClient health from requests, delays and engagement; renewal risk on retainers.Read the example →
FAQ

Customer Success: common questions.

How does Custally predict churn?

It reads the signals already on the account — open and ageing tickets, escalations, project delays, how recently you met the customer and what the meeting outcome was, renewal dates, payments and open deals — plus news found by Customer Insights. The AI Health Score turns these into a score with the named factors behind it, and the Renewal Predictor gives a renewal likelihood with reasoning. Both update as the account changes.

Do we have to define a health score formula first?

No. RAG status, Churn Risk and Churn Reason are on every account from day one, and the AI Health Score works from your existing records. If you already have a formula, you can model it in Cortex with Excel-style expressions and show it on the account as a 360 card.

What does a CSM actually do differently?

They start the day on the accounts that need them, with a ranked list of actions and the reason for each. Turning an action into a task takes one click, and the manager sees progress on the account timeline instead of asking for an update.

Can we run onboarding and QBR playbooks?

Yes. Account Checklists create the same set of tasks on every account (for example Onboarding or Ring Fence), each due a set number of days after the account is created, with progress shown on the Account 360.

Which AI model does it use?

Your choice of Anthropic, OpenAI or Google Gemini with your organisation’s own key. AI answers respect each user’s role and field-level access.

More of the platform

B2B CRMTicketing & HelpdeskProject ManagementDeal ManagementAll features

Stop managing activities.
Start saving customers.

See Custally with your own process: in a 30-minute session we’ll map your customer success, sales, delivery and support flow onto it — and show you which of your accounts it would flag first.

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