See churn risk before
it becomes churn.
Mana OS gives CS teams a continuous signal layer — detecting engagement drops, adoption gaps, and support surges early to prevent renewals friction.
CSMs find out accounts are at risk when it's already too late.
Churn is predictable. But only if you have a system that monitors the right signals continuously. Most CS teams don't.
Lagging indicators
NPS scores and renewal dates are trailing signals. By the time they show risk, the decision to churn has already been made internally by the customer.
Account data is scattered
Usage data lives in the product. Support tickets live in Zendesk. Onboarding notes live in a spreadsheet. CSMs piece together account health manually before every call.
QBR prep takes hours
Preparing for a quarterly business review means pulling data from five different systems. CSMs spend more time in spreadsheets than in conversations with customers.
At-risk accounts are invisible
CSMs manage too many accounts to monitor every signal. The accounts that churn are often the quietest — no tickets, no complaints, just silence.
CRM dashboards are status updates. They're not intelligence.
Health scores based on login frequency and NPS miss the real signals. Accounts churn for reasons that don't show up in any single metric.
Health scores without context
A green health score based on logins ignores that the user is logging in to find a feature they can't locate. Usage without context is noise.
Manual account research
Every QBR prep, every check-in, every renewal conversation requires CSMs to manually pull account history. There is no shared intelligence layer.
Silent churn is undetectable
The most dangerous churn signal is the absence of engagement. Standard tools surface active problems, not the quiet disengagement that precedes cancellation.
Continuous account intelligence, not periodic health scores.
Mana OS connects your product usage data, support tickets, onboarding notes, and account history into a shared knowledge layer — then monitors it continuously for signals your CS team should act on.
Early churn signals
Mana OS detects patterns that precede churn: declining engagement combined with unresolved support tickets, onboarding drop-off followed by silence, key feature avoidance despite training.
Evidence-ready for every conversation
Before every QBR, CSMs open Ask Mana and ask: 'What's the account health for Acme Corp this quarter?' and receive a sourced summary across every connected data point.
Proactive intervention, not reactive response
When a churn signal fires, the CSM receives it with enough lead time to intervene: schedule a call, escalate to a technical resource, or activate a feature adoption campaign.
The same Mana OS platform powering your CS intelligence.
No CS-specific tool. The same platform your support and product teams use — applied to customer success operations.
Account health signals
Mana OS monitors your connected account data continuously: product usage logs, support ticket frequency, onboarding completion rates, and billing events. When a combination of signals indicates risk — declining usage + open tickets + approaching renewal — a Signal is created with the account name, risk indicators, and a recommended action.
Ask evidence-backed account questions
Before every customer call, open Ask Mana: 'What is the current health of Acme Corp?' 'What support issues are unresolved for this account?' 'What features have they adopted this quarter?' Every answer is cited and sourced from your connected data.
Deploy a customer-facing success chatbot
Deploy a customer-facing chatbot grounded in onboarding guides, success playbooks, and knowledge documents. The chatbot resolves routine setup queries for customers natively, while capturing engagement signals and monitoring user adoption trends for your CS team.
From churn signal to retained account in one session.
A Signal fires
Mana OS detects that an Enterprise account has had three unresolved support tickets in 14 days, combined with a 40% drop in weekly active users. A churn risk Signal is created with evidence and the assigned CSM notified.
The CSM investigates
The CSM opens Ask Mana and asks: 'What is happening with this account?' The answer surfaces the three unresolved tickets, the usage drop pattern, and the fact that the account's primary admin hasn't logged in for 11 days.
Context for the conversation
Armed with evidence, the CSM schedules a call and knows exactly what to address: the unresolved tickets, the usage drop, and the missing admin. The conversation is proactive, not reactive.
Escalation with handoff
Two of the three tickets require a technical resolution. The CSM escalates via the Customer Assistant live support handoff, passing the full conversation context and evidence to the technical team.
Account retained
The tickets are resolved. Usage recovers. The investigation is saved as a persistent thread. The CS team has a documented intervention playbook for similar future patterns.
What CS teams gain with Mana OS.
Earlier churn detection
Surface churn signals weeks before renewal — not days before. Early signals mean early intervention and higher retention rates.
QBR prep in minutes
CSMs ask Ask Mana for an account summary and receive a sourced answer in seconds. QBR prep goes from hours to minutes.
Confident conversations
Every conversation is backed by evidence. CSMs know exactly what's working, what isn't, and what the account needs — before they pick up the phone.
Shared account intelligence
Support, product, and CS teams all see the same account signals from the same shared Knowledge Base. No information silos.
From scattered account data to continuous customer intelligence.
Connect account data
Connect your CRM, product usage exports, support platform, and onboarding records. Mana OS structures everything into a shared Knowledge Base.
See first churn signals
Within hours, Mana OS surfaces the first account health patterns from your existing data. CSMs immediately see which accounts warrant attention.
Investigate before calls
Make it a habit: open Ask Mana before every customer call and ask for an account summary. Arrive prepared.
Scale across the portfolio
As the signal library grows, CSMs can monitor more accounts with less manual effort. Focus on the relationships that matter.
Catch churn before it catches you.
See your first at-risk accounts within hours of connecting your data.