How do I catch at-risk customers?

Give every customer a Health Tier in Salesforce and act on the change, not the calendar. SignalRx scores each account from your revenue, usage, and support data and writes an Expand, Maintain, Triage, or At Risk tier onto it. The day an account turns At Risk, Salesforce creates a task and emails the owner, a weekly Call Now list keeps CS focused, and high-value renewals escalate to leadership, all before the customer says a word.

Illustrative build for a healthcare technology company. Anonymized from a live SignalRx implementation.

The problem

Customer success finds out an account is in trouble when the account tells them: a cancellation notice, an angry support ticket, a renewal that goes quiet. By then the decision is half made. The signals were there earlier, spread across billing, product usage, support, and the CRM, but nobody was looking at all four for every account every day.

What SignalRx changes

SignalRx gives every current customer a Health Score and a Health Tier: Expand, Maintain, Triage, or At Risk. It builds them from your revenue, product usage, and support data and writes them onto the account in Salesforce. It also flags specific patterns, such as usage dropping or onboarding stalled, and keeps two working lists: a Call Now list of accounts that need contact this week and a Watch List of early warnings.

Because the tier lives in Salesforce, a change is something Salesforce can act on. The day an account turns At Risk, the right person gets a task and an email, before anyone had to go looking. This is the SignalRx pattern across every play: it tags the right data and scores every account and contact on external and internal signals, then turns those scores into Revenue Plays and lists inside Salesforce for action, with the edge coming from internal signals like revenue, support, and product usage over time plus inference across sources.

Example

A practice-management software company with several thousand customer practices wanted three things: an alert to the account owner the day Health turns At Risk, a weekly working list for CS leads, and a leadership-level escalation when a high-value account is at risk inside its renewal window.

What drives it

Five things, all sitting on the account in Salesforce:

• Health Tier. The main trigger.
• Health Score. The number behind the tier, for dashboards and finer thresholds.
• Health flags such as Usage Dropping, Onboarding Stalled, or Renewal in 90 Days. The context in the alert, and sometimes a trigger of their own.
• Call Now and Watch List membership. The weekly working lists.
• Segment and Fit. Who gets the leadership escalation.

The flag names are illustrative. Your SignalRx team configures them to the signals in your data.

Alert 1 · Tell the owner the day Health turns At Risk

When an account moves into At Risk, and has not been escalated in the last 30 days, Salesforce automatically:

• Creates a high-priority task for the account owner, with the current health flags and score attached so they see why. Due in two business days.
• Emails the owner and their manager with a link to the account.
• Posts the escalation on the account's feed so the whole account team sees it.

Teams that work out of Service Cloud can have a case opened instead, so the escalation has an owner, a status, and a deadline.

Alert 2 · A weekly Call Now list

Accounts on the Call Now list appear in a pinned list view for CS leads, with a Watch List view alongside it. Every Monday, it is the working list.

If you want a nudge, joining the list can also create a lower-priority task, so the account shows up on the CSM's task list rather than only on a view they have to remember to open.

Alert 3 · Escalate high-value renewals to leadership

When an At Risk or Triage account is renewing within 90 days and is a High Fit or strategic account, leadership hears about it: a post in a leadership Slack channel or an email digest, a task for the CS director, and membership in a "Renewal Risk" Campaign so the group can be reported on together.

Guardrails

• Alert on the change, not every day. An account that stays At Risk does not generate a new alert every night.
• One escalation at a time. An account escalated in the last 30 days, or with an open risk case, is not escalated again.
• Unscored is not at risk. Accounts without a score yet are left out.
• Review before go-live. The first list always includes something unexpected, so it is checked with CS before alerts start.

What the team sees and does

• The CSM. Gets a task and an email the day an account turns At Risk, with the reasons attached, and works from a Call Now view every Monday.
• The CS manager. Sees escalations on the account feed and in the case queue, and can report time to first touch.
• Leadership. Sees at-risk renewals in one Slack channel and one Campaign, without asking for a report.

What to measure

• Hours from the Health change to the first logged activity.
• At Risk accounts saved versus churned, by quarter.
• Call Now list size week over week, and how quickly accounts leave it.
• Renewal rate on escalated high-value accounts versus the rest.

Variations SignalRx customers run

• Positive escalation. Health moves to Expand: task the AE, not the CSM.
• Onboarding stalled. A flag in the first 90 days routes to the implementation team.
• Champion left. When a key contact leaves, caught from a job or title change on their LinkedIn profile and confirmed by email hard bounces, a task lands on the account; where the departure follows an ownership change, news and the web corroborate it. Internal engagement decline sits alongside as the confirming signal.

What SignalRx implements for you

• Health Score and Health Tier on your revenue, usage, and support data.
• Health flags for the patterns your CS team already recognizes by instinct.
• The Call Now and Watch List plays.
• The three alerts, the list views, and the Slack or email connection.
• The review before go-live and a monthly tuning check for the first quarter.

Kickoff to live alerts: 3–4 weeks. Most of it connecting the usage and support data that make Health meaningful.

See it in action: Increase Customer Revenue with SignalRx.

Admins who want the detail of how plays appear as Salesforce fields and drive automation can read Using SignalRx Natively in Salesforce.