Reduce churn with early signals

Churn is a lagging indicator

By the time a customer cancels, the decision was made weeks or months ago. The real signals — declining usage, frustrated support interactions, unresolved feature gaps — were there all along. Most teams just don't have a way to see them in time.

Traditional health scores capture a few surface-level metrics but miss the nuance. A customer who logs in daily but complains in every support ticket looks healthy by usage alone. A customer who goes quiet might be churning — or might just be on vacation.

"We used to find out about churn in the cancellation email. Propane flagged our biggest at-risk account two weeks before they churned — we had time to fix the integration issue and save the deal." — CS Leader, Integration platform

How Propane detects churn risk early

Propane builds a multi-dimensional view of account health by combining product usage, support sentiment, billing patterns, and conversation history. It flags accounts where multiple signals point in the wrong direction, even when individual metrics look fine.

Sentiment trend analysis

A single negative ticket isn't alarming. A downward trend in sentiment over four weeks is. Propane tracks sentiment trajectory over time, weighting recent interactions more heavily so you catch deterioration early.

Usage pattern shifts

Propane detects when key users reduce their activity, stop using core features, or shift behavior in ways that correlate with past churn events. These pattern shifts are often invisible in aggregate dashboards.

Acting on churn signals

Knowing an account is at risk is only useful if you can act. Propane surfaces the specific reasons behind the risk — the unresolved ticket, the missing integration, the feature gap — so your outreach is targeted, not generic.

"The risk score alone wasn't enough. Propane tells us why — the unresolved bug, the feature they asked for twice. Our CSMs go in with a plan, not a generic check-in." — VP Product, B2B SaaS

Proactive intervention playbooks

Pair Propane's signals with your CS workflow to trigger proactive outreach. When an account crosses a risk threshold, the assigned CSM gets the full context: what went wrong, what the customer needs, and what might save the relationship.

Who uses this

Product teams responsible for retention metrics. Customer success leaders managing renewal pipelines. Anyone who needs to act on churn risk before it becomes churn reality.