Churn signals and save conversations
For account managers, customer success managers and service delivery managers at managed service providers (MSPs) and B2B software providers. Prerequisite: 'Renewals, retention and expansion', which covers renewal risk and retention maths. 'Contract renewals at an MSP: preparing 90 days ahead' and 'Customer adoption' are useful companions. This course goes deeper on accounts already at risk: identifying churn signals in account data, scoring and ranking accounts, preparing and running a save conversation that respects a clear decision to leave, and recording the outcome. Health-score weights, discount limits and exit steps come from your company's playbook and each customer's contract. UK and US consumer-law points are examples only; this course is not legal advice.
- Level
- Intermediate
- Length
- About 92 minutes
- Contents
- 5 lessons · final exam
- Status
- Published · updated 10 Oct 2026
Skills you'll practise
- Identify churn signals in account data and sort them into usage, service, relationship and commercial signals
- Calculate a weighted account health score and rank at-risk accounts for outreach
- Prepare a save conversation: confirm the cause, the decision-maker and the remedies you are authorised to offer
- Run a save conversation that listens first, offers a remedy tied to the cause and respects a clear decision to leave
- Record the outcome and reason code, and hand over either the recovery plan or a clean exit
Course outline
- 1.Identifying churn signals in account dataLesson · 18 min
- 2.Calculating a weighted account health score and ranking at-risk accountsLesson · 16 min
- 3.Preparing a save conversation: cause, decision-maker and authorised remediesLesson · 18 min
- 4.Running a save conversation that listens first and respects a clear decision to leaveLesson · 20 min
- 5.Recording the outcome and handing over the recovery plan or a clean exitLesson · 12 min
- 6.Churn signals and save conversations: knowledge checkKnowledge check · 14 questions
- 7.Churn signals and save conversations: practical exerciseKnowledge check · 1 question
- 8.Final exam10 questions · passing it completes the course, so people who already know the material can test out
Sources it draws on
The lessons and questions are written from these references, so learners can go back to the original.
- Microsoft Learn: Microsoft 365 apps Active users report
- GOV.UK Service Manual: Measuring the success of your service
- CMA: Unfair commercial practices (CMA207), guidance on the DMCC Act 2024 consumer protection provisions (UK example)
- 15 U.S. Code § 8403: Negative option marketing on the Internet (ROSCA), via Cornell LII (US example)
See it with your own jobs and topics
Tell us about your team and we'll walk you through setup, from choosing jobs to your first skills check.